Director - Major Incident & Problem Management
Core
Build and lead world-class Major Incident and Problem Management capabilities to ensure IT and OT stability, driving accountability across product teams and enabling rapid recovery from critical service failures.
Role type
Director, Major Incident & Problem Management
Builds
Major Incident Command function and Problem Management practice for Cencora's global IT and OT environments
Domain
Pharmaceutical distribution / Healthcare IT / Operational Technology
Deliverable
production ML models | infrastructure
Required skills
Enterprise IT operations leadership, Major Incident Command, Problem Management, ITIL/ITSM practice design, Cross-team accountability, People management, Change management, Governance
Preferred skills
SRE operating models, IT and OT convergence, AI/automation in incident response, Healthcare/pharma industry experience, ITIL 4 Managing Professional certification
Technologies
AI-assisted investigation, Event correlation, Known-error databases, Change control systems
Responsibilities
Command major incident bridges and coordinate response teams; Define and lead problem management practices to reduce recurrence; Drive organizational transformation of incident/problem management; Hire, develop, and manage senior teams; Report function scorecards to senior leadership
Seniority
Director, strategic leadership & hands-on execution
