Regional Leader, Critical Situations

Sapiens•,

5h•Hybrid

About The Position

The Regional Leader, Critical Situations owns the resolution of high-severity customer escalations across their region and works to prevent recurrence by identifying risk trends early. The role leads regional CritSit Managers, represents the function with customer C-level executives and Sapiens senior leadership, and brings together Delivery, Customer Success, Sales, Engineering, and Product when customer trust is at risk. The position combines commercial responsibility with operational accountability. It quantifies the financial impact of critical situations and program delays and agrees the commercial actions that follow. The Regional Leader reports to the SVP Delivery Program Management, follows the global CritSit framework, and adapts it to regional needs and regulatory context. The role is based at a regional hub with hybrid working and requires regular customer travel.

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 in project and risk management across a regional portfolio, and in interpreting MBRs and account reviews to identify trends preceding an escalation.
Commercial responsibility in previous roles and sound commercial judgment, including moving projects from T&E to fixed pricing and quantifying the financial impact of a critical situation 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 credibility to engage senior engineers.
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.

Nice To Haves

Experience with insurance or financial SaaS platforms.
P&L responsibility.
A further regional language.
ITIL or PMP certification.

Responsibilities

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 global severity definitions, declaration criteria, and escalation paths, and propose changes based on regional customer needs.
Serve as the executive point of accountability for the region’s most critical, highest-revenue, or reputationally sensitive escalations.
Engage customer C-level executives during major incidents, at-risk renewals, and trust-sensitive events.
Recommend resourcing, trade-offs, and customer remediation within agreed authority.
Brief the SVP and Sapiens senior leadership team promptly and candidly, and escalate cases early when they need global attention.
Own project and risk management across the regional portfolio, ensuring every critical situation has one named owner and a recovery plan.
Review monthly business reviews (MBRs) and account reviews for trends that precede escalations, and act proactively.
Partner with Delivery and Customer Success on recovery plans for strategic regional accounts.
Quantify the financial impact of critical situations and program delays 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.
Work with regional heads of Engineering, CloudOps and DevOps, Product, InfoSec, Sales, and Customer Success to prioritize fixes and remove blockers.
Ensure teams complete corrective and preventive actions with clear owners and deadlines.
Align incident response with Legal, Compliance, Communications, and InfoSec when events have regulatory, contractual, or public implications, including regional data-protection and reporting requirements.
Run the regional root-cause analysis and post-incident review program, ensuring consistent quality and follow-through.
Analyze trends across accounts, releases, and components, and share regional findings with the global function.
Report regional KPIs, including 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.