? 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 integral Incident Management Center of Excellence (CoE).
? Role: Global 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!
? Apply now or send me a message to learn more about the opportunity.