? WE’RE HIRING | Global Head of Incident Management | Perú

AlliedGlobal is looking for an experienced Global Head of Incident Management to lead and standardize Incident Management operations in Peru.
This is a regional leadership opportunity for a strategic and hands-on professional who can lead critical incidents, drive operational excellence, and build a global Incident Management Center of Excellence (CoE).

? Role: Integral Head of Incident Management
? Location: Lima, Peru
? Work Model: Hybrid
? Compensation: Paid in USD | Contractor Agreement
? On-call: Extended availability for critical incidents
?️ English: C1 / Advanced level required

? Key Responsibilities
• Lead Incident Management teams across 3 LATAM countries
• Build and implement a global Incident Management CoE
• Standardize ITSM/ITIL processes, tools, SLAs and service metrics
• Lead Sev1/Sev2 major incidents and crisis management
• Drive RCA, post-mortems and corrective action plans
• Partner with Operations, IT, Information Security and Quality




• Report service performance and critical incidents to executive leadership and clients
• Manage ITSM platforms such as ServiceNow, Jira Service Management, Remedy, or similar

? What We’re Looking For
• 10+ years of experience in Incident Management / Operations within the BPO industry
• 3+ years leading regional or multi-country teams/functions
• Proven experience implementing a CoE or standardizing ITSM/ITIL processes across countries
• Strong knowledge of ITIL, SLA, MTTR, MTTA and Crisis Management
• Experience leading distributed teams across LATAM
• Excellent executive and client communication skills
• Spanish + English C1 bilingual proficiency
• ITIL v4 Foundation or higher required

⭐ Experience with ServiceNow, Jira, Remedy, Six Sigma, PMP, BCM/DRP or regulated industries is a plus.
If you are an experienced Incident Management leader ready to take ownership of a global function and make an impact across LATAM, we would love to hear from you

? App

📌 Global Head of Incident Management (Lima)
🏢 Allied Global Technology Services
📍 Lima