? We’re Hiring | General Head of Incident Management | Peru ??

Are you an experienced Incident Management leader with a strong background in the BPO industry?

We’re looking for a Global Head of Incident Management to lead and strengthen Incident Management operations across Latin America.

? Location: Peru ??

? Work Model: Remote

? Contract: Full-time Contractor

?️ English: C1 – Mandatory

What you’ll do: ? Lead the global Incident Management function across LATAM

? Build and implement an Incident Management Center of Excellence (CoE)

? Lead Sev1/Sev2 major incidents and crisis management

? Standardize ITSM/ITIL processes, tools, and best practices

? Drive SLA, MTTR and MTTA performance

? Lead distributed Incident Management teams

? Manage executive and client communications during critical incidents

? Drive Root Cause Analysis (RCA) and corrective action plans

? Partner with Operations, IT, Security, Quality, and technology vendors

What we’re looking for: ✅ 10+ years of Incident Management/Operations experience in BPO

✅ 3+ years leading regional or multi-country functions

✅ Proven experience implementing a CoE or standardizing ITSM/ITIL processes





✅ Strong experience with major incidents and crisis management

✅ Experience with ServiceNow, Jira Service Management, Remedy, or similar ITSM platforms

✅ Strong knowledge of SLA, MTTR and MTTA metrics

✅ Experience leading distributed teams across LATAM

✅ Bilingual Spanish/English – C1 English required

⭐ ITIL v4 certification is highly valued

⭐ Six Sigma, PMP, Crisis Management, or Business Continuity certifications are a plus

If you’re ready to lead Incident Management at a regional level and build a more standardized, scalable operation, we’d love to hear from you!

? How to Apply:

You can apply directly through LinkedIn or submit your application through our TalentLyft career page:

? https://allied-global-its.talentlyft.com/jobs/global-head-of-incident-management-clv5/new

Feel free to apply or share this opportunity with someone who may be a great fit!

#Hiring #JobOpportunity #IncidentManagement #MajorIncidentManagement #ITSM #ITIL #BPO #ServiceManagement #CrisisManagement #ServiceNow #ITLeadership #OperationsLeadership #Peru #RemoteJobs #TechJobs #LeadershipJobs

📌 We’re Hiring | Global Head of Incident Management | Peru ?? (Lima)
🏢 Allied Global Technology Services
📍 Lima