Job Description

The Manager, Critical Situations owns the resolution of high-severity customer situations (CritSits) on Sapiens delivery engagements: major defects, stalled implementations, data issues and at-risk programmes. You are the single point of accountability from the moment a CritSit is declared to the moment it is closed, leading a cross-functional team without formal line authority.

You are the calmest voice in a tense room: accountable, candid, empathetic, decisive and organised.
This is an individual contributor role in Delivery Success, reporting to the Delivery Success CritSit Regional Leader. Based at a regional hub, hybrid, with on-site visits at short notice and an after-hours on-call rotation.

Responsibilities

Own high-impact outages and severe escalations from first report to close-out, triaging against agreed severity criteria.
Run the war room, including bridge calls and a dedicated Slack or Teams channel, setting priorities, owners