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. You lead a 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 as well as operational accountability: you quantify the financial impact of critical situations and programme delays, and agree the commercial actions that follow. You work to the global CritSit framework and adapt it to your region's needs and regulatory context.
This is a Senior Manager or Director level role in Delivery Program Management, reporting to the Senior Vice President (SVP). Based at a regional hub, hybrid, with regular customer travel.
- 12+ years in enterprise software delivery or customer success, including 5+ years leading teams through critical situations or programme recovery.
- Project and risk management experience across a regional portfolio, including reading monthly business reviews and account reviews for trends that precede an escalation.
- Commercial responsibility and sound judgement: moving projects from time and expenses to fixed pricing, and quantifying the financial impact of a CritSit or programme delay.
- Proven people leadership, including leading and developing managers across a multi-team or multi-country organisation.
- Executive presence with customer C-level executives and senior leadership.
- Insurance industry and core-systems knowledge across the region's lines of business.
- Technical fluency across cloud infrastructure, APIs and integrations, and working knowledge of incident management tools such as Jira, ServiceNow and Salesforce.
- Fluent English, availability for regular customer travel, and a bachelor's degree or equivalent experience.
An advantage: experience of insurance or financial SaaS platforms, P&L responsibility, a further regional language, and ITIL or PMP certification.
Regional Delivery CritSit Leader 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.
