The Manager, Critical Situations owns the resolution of high-severity customer situations (CritSits) on Sapiens delivery engagements: major defects, stalled implementations, data issues and at-risk programmes. You are the single point of accountability from the moment a CritSit is declared to the moment it is closed, leading a cross-functional team without formal line authority.
You are the calmest voice in a tense room: accountable, candid, empathetic, decisive and organised.
This is an individual contributor role in Delivery Success, reporting to the Delivery Success CritSit Regional Leader.
Based at a regional hub, hybrid, with on-site visits at short notice and an after-hours on-call rotation.
- 7+ years in customer-facing technology, incident or escalation roles, including first-hand experience as an Incident Commander or crisis lead.
- Programme management expertise, including recovering troubled programmes through planning, risk management, governance and change control.
- Track record of owning high-impact outages and severe escalations end to end, running the war room and mobilising teams with no reporting line.
- Working knowledge of insurance or financial-services core systems, enough to judge business impact
- Clear, accurate communication with customers and senior leaders, setting expectations early
- Practical experience using AI tools to improve incident management.
- Fluent English, availability for after-hours on-call, and willingness to travel to customer sites at short notice.
- Bachelor's degree or equivalent experience.
- Own high-impact outages and severe escalations from first report to close-out, triaging against agreed severity criteria.
- An advantage: ITIL major-incident practice, a further European language, and PMP, PRINCE2 or similar certification.
Delivery CritSit Manager employer: Sapiens
Sapiens is an exceptional employer, offering a dynamic work environment in London or Cardiff that fosters innovation and collaboration. With a strong focus on employee growth, Sapiens provides opportunities for professional development in cutting-edge insurance solutions, while promoting a culture of accountability and client-centric outcomes. The hybrid working model enhances work-life balance, making it an attractive choice for those seeking meaningful and rewarding employment.
