Job Description
The Regional Leader, Critical Situations owns how Sapiens resolves high-severity customer escalations across their region, and works to stop them recurring by spotting risk trends early. They lead the regional team of CritSit Managers, represent the function with customer C-level executives and the Sapiens senior leadership team, and bring Delivery, Customer Success, Sales, Engineering, and Product together when customer trust is most exposed.
The role carries commercial responsibility as well as operational accountability: the Regional Leader quantifies the financial impact of critical situations and program delays, and agrees the commercial actions that follow. They report to the SVP Delivery Program Management, work to the global CritSit framework, and adapt it to the needs, and regulatory context of their region.
Job Requirements
- 12 or more years in enterprise software delivery or customer success, including five or more years leading teams through critical situations or program recovery.
- Experience of project and risk management across a regional portfolio, and of reading MBRs and account reviews for the trends that precede an escalation.
- Commercial responsibility in previous roles, and sound commercial judgement: moving projects from T&E to fixed pricing and quantifying the financial impact of a CritSit or program delay with Delivery, Customer Success, and Sales.
- Proven people leadership, including leading and developing managers across a multi-team or multi-country organization.
- Executive presence with customer C-level executives and the Sapiens senior leadership team.
- Insurance industry and core-systems knowledge across the lines of business in the region.
- Strong technical fluency across cloud infrastructure, APIs, and integrations, with the credibility to engage senior engineers, and working knowledge of incident management practice and tools such as Jira, ServiceNow, and Salesforce.
- Availability for regular customer travel, with a regional hub as the base and hybrid working.
- A bachelor’s degree or equivalent experience.
The following are an advantage:
- Experience of insurance or financial SaaS platforms.
- P&L responsibility.
- A further regional language.
- ITIL or PMP certification.
Job Responsibilities
Regional Leadership and Strategy
- Set the regional vision, priorities, and roadmap for CritSit management, aligned with the global strategy agreed with the SVP.
- Build, coach, and develop a team of CritSit Managers and experts
- Apply the global severity definitions, declaration criteria, and escalation paths, and propose changes based on regional customer needs.
Executive Escalation Ownership
- Act as the executive point of accountability for the region’s most critical, highest-revenue, or reputationally sensitive escalations.
- Engage customer C-level executives directly during major incidents, at-risk renewals, and trust-sensitive events.
- Make recommendations on resourcing, trade-offs, and customer remediation within agreed authority.
- Brief the SVP and the Sapiens senior leadership team promptly and candidly, and escalate early when a case needs global attention.
Portfolio and Risk Management
- Own project and risk management across the regional portfolio, with every critical situation under one named owner and a recovery plan.
- Read monthly business reviews (MBRs) and account reviews for the trends that precede an escalation, and act on them before customers do.
- Partner with Delivery and Customer Success on recovery plans for strategic accounts in the region.
Commercial Management
- Quantify the financial impact of a CritSit or program delay, working with Delivery, Customer Success, and Sales.
- Work with Sales to move projects from time and expenses (T&E) to fixed pricing where it protects the customer and Sapiens.
Cross-Functional Influence
- Work with the regional heads of Engineering, CloudOps and DevOps, Product, InfoSec, Sales, and Customer Success to prioritize fixes and remove blockers.
- Hold teams to account for corrective and preventive actions, with clear owners and deadlines.
- Align incident response with Legal, Compliance, Communications, and InfoSec where events carry regulatory, contractual, or public implications, including regional data-protection and reporting requirements.
Root Cause and Operational Excellence
- Run the regional root-cause analysis and post-incident review program, and ensure consistent quality and follow-through.
- Analyze trends across accounts, releases, and components, and share regional findings with the global function.
- Report on regional KPIs: time to engage, mitigate, and resolve; repeat-incident rate; SLA adherence; CritSit volume and ageing; and revenue protected.
- Contribute to the global CritSit playbook, tooling, and communication templates, and run readiness programs for regional teams.
