Regional Leader, Critical Situations

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.

Responsibilities

• Set the regional vision, priorities and roadmap for CritSit management, aligned with the global strategy.
• Build, coach and develop a team of CritSit Managers, and apply the global severity definitions and escalation paths.
• Act as executive point of accountability for the region's most critical, highest-revenue or reputationally sensitive escalations, engaging customer C-level executives directly.
• Brief the SVP and senior leadership promptly and candidly, and escalate early when a case needs global attention.
• Own project and risk management across the regional portfolio, with every critical situation under a named owner and a recovery plan.
• Spot trends in monthly business and account reviews and act on them before customers do.
• Quantify the financial impact of CritSits and programme delays, and work with Sales to move projects from time and expenses to fixed pricing where it protects the customer and Sapiens.
• Work with Engineering, CloudOps and DevOps, Product, InfoSec, Sales, Customer Success, Legal and Communications to prioritise fixes, remove blockers and handle regulatory or public implications.
• Hold teams to account for corrective and preventive actions with clear owners and deadlines.
• Run the regional root-cause and post-incident review programme, and report regional KPIs: time to engage, mitigate and resolve, repeat incidents, SLA adherence, CritSit ageing and revenue protected.
• Contribute to the global CritSit playbook and tooling, and run readiness programmes for regional teams.

Requirements

• 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.