Senior Manager, Incident & Change Management

Lead service continuity and controlled operational change for SITA from Amman. Manage a global incident and change team across critical technology services.

Responsibilities

• Lead a global incident/change-management team protecting critical services across network, infrastructure, data centres and application support. The internal career-framework title is Senior Manager, Service Operations.
• Own incident governance and restoration, coordinate technical/business teams, lead crisis response and act as the senior escalation point for executives and strategic customers.
• Maintain ITIL controls and escalation procedures, track availability/recovery/customer-impact metrics and run post-incident and root-cause reviews to prevent recurrence.
• Own change policy and governance, chair CAB reviews and assess risks, impacts, dependencies and implementation readiness before approving tested changes.
• Monitor successful, failed and emergency changes and resulting incidents; govern business-critical changes, conduct post-implementation reviews and balance operational resilience with agility.
• Use data, automation and collaboration across service teams to improve workflows, controls, service reliability and customer outcomes.

Required and preferred qualifications

• At least 10 years in incident/change/escalation/crisis management or related work; a relevant IT/engineering degree or equivalent professional experience.
• Advanced hands-on ITIL covering incidents, changes, problems and operational governance, with leadership of large-scale service environments and major-incident recovery.
• Broad understanding of network, infrastructure, data-centre and application-support operations, risk assessment, KPIs/SLAs and continuous service improvement.
• Experience coordinating large accounts, third-party suppliers and geographically distributed operations, with executive/customer escalation and clear crisis communication.
• Strong analytical problem-solving, influence, accountability, customer-impact judgement, cross-team alignment and calm leadership under ambiguity and pressure.

Schedule and travel

• Approximately 20% travel is required to support regional operations, strategic customers and service-management work.

Benefits and compensation

• Up to two home-working days per week depending on team needs, flexible working-day arrangements and up to 30 work-from-anywhere days per year.
• An employee-assistance programme for employees and dependants available around the clock, plus Champion Health wellbeing support.
• Professional development aligned with the role and business needs through learning platforms/programmes, and market/employment-status-dependent benefits; no numerical salary is provided.
• The employer states an equal-opportunity policy and encourages applicants from diverse backgrounds, including people with disabilities.

Application and workplace

Work location: Amman, Jordan. Employer posting date: 2026-09-24. Submit your application through the linked official employer vacancy page.