[Hiring] Manager, Critical Situations @Sapiens

Role Description

The CriSit Manager owns the resolution of high-severity customer situations on Sapiens delivery engagements:

• Major defects
• Stalled implementations
• Data issues
• At-risk programs where the customer relationship is under threat

They are the single point of accountability from the moment a CritSit is declared to the moment it is closed. The role sits in Delivery success and has no direct reports. Results come through program management discipline, clear communication, and influence across Delivery, Engineering, Product, and Customer Success. It also calls for character as much as capability: customers and colleagues take their cue from how the Manager behaves under pressure.

Qualifications

• Program management expertise, including recovering troubled programs through planning, risk and issue management, governance, and change control.
• Seven or more years in customer-facing technology, incident, or escalation roles, with first-hand experience as an Incident Commander or crisis lead.
• A track record of owning high-impact outages and severe escalations from first report to close-out, running the war room and mobilizing teams with no reporting line.
• Working knowledge of insurance or financial-services core systems, enough to judge business impact.
• Clear, accurate communication with customers and senior leaders at every level, with expectations set early.
• Practical experience using AI tools to improve incident management.
• Fluent English.
• Availability for the after-hours on-call rotation, and for travel to customer sites at short notice.
• A bachelor’s degree or equivalent experience.

Requirements

• Experience of the Insurance or financials platforms.
• ITIL major-incident practice.
• A further European language.
• PMP, PRINCE2, or similar certification.