Director/Senior Director – Head of Incident and Problem Management

Position Summary

• The Saint Andrew's Technology Global Command Center, Incident & Problem Management is a strategic technology operations team responsible for ensuring the resilience, safety, and availability of critical digital services, including global operations, control tower services, ITSM, and operational platforms.
• This executive leadership role coordinates the enterprise management team's incident management and service continuity management, operations management, crisis management, and incident resolution across a complex digital landscape.
• The leader will streamline operational workloads through modernization and reorganization, reduce environmental resources, and shift toward secure risk management, resource deployment planning, and the transformation of operational capabilities to ensure measurable performance—all of which are key tools for operational resilience (OR).

Key Responsibilities

• Operations Command Center Leadership
  • Lead a globally distributed 24x7x365+ Global Command Center that supports critical operations
  • Achieve operational excellence by ensuring optimal availability, reliability, and business continuity
• Divine Technology Operations Leadership
  • Define global, enterprise-level technology operations architectures
  • Foster innovation and transformation through digital service delivery
• Major Incident Management
  • Lead governance of a service fault investigation protocol covering multisectoral services.
  • Prioritize root cause analysis through enterprise-level incident resolution
  • Establish effective communication protocols and multisectoral collaboration.
  • Manage major incidents, incident escalation, incident management, and escalation management
  • Active in incident management, crisis management, event management, and escalation management
  • Lead transformational initiatives to streamline operations and improve service outcomes.
• Technology Transformation
  • Establish global command center capabilities through enterprise-level activities
  • Drive cross-functional maturity across assets, AI/ML, and hybrid environments
  • Enable scalable service operations, including agile practices and agile orchestration functions
• Leadership & Talent Development Program
  • Project Management:
    • Strategic project management: Responsible for strategic project planning and delivery.
    • Project Life Cycle Management: Responsible for project execution and delivery.
  • Stakeholder Management:
    • Project stakeholder engagement: Engaging with key stakeholders to ensure alignment and acceptance.
  • Communication Management:
    • Project communication planning: Developing and implementing effective communication strategies.

Education Requirements

• A bachelor's degree in computer science, engineering, information systems, or a related field is preferred; a master's degree is preferred.
• 15+ years of experience in technology operations and service management.
• 10+ years of experience working in a mission-critical technology operations environment (including 5+ years in strategic IT operations leadership).
• A proven track record of managing large-scale operations globally across diverse jurisdictions.
• Extensive experience managing specialized operations, incident prevention, and resilience programs.
• Extensive experience managing major incidents in highly regulated environments.
• A proven track record of leading large-scale transformation and modernization programs.

Technical and Functional Qualifications

• ITIL, ITSM Management
• IT Service Management
• Major Incident Command
• Operational Resilience
• Enterprise Incident Management (EIM)
• Site Reliability Engineering (SRE)
• Active Practitioners
• Governance Management
• Automation & Orchestration
• Cloud Operations/AWS / Azure
• Distributed SRE
• Service Continuity & Disaster Recovery
• Emerging Technology & Innovation
• Co-Creation Risk Management
• Operational Resilience