Foundever—Director - Problem, Risk & Continuous Improvement

Job description

Description: About Us Foundever is one of the world’s leading customer experience (CX) companies, delivering outsourced sales, technical support, customer service, and other business processes for many of the world’s largest brands. Foundever securely connects brands with their customers millions of times each day in more than 60 languages, supported by approximately 150,000 associates across 45 delivery countries. Job Summary Owns the disciplines that stop the same failure happening twice. Where Incident Management restores service and Change Management controls what enters the estate, this role is accountable for why failures occur, what exposure they leave behind, and what structurally changes as a result — across the Telecom, Network, Systems and SOC towers. - Problem — drive root cause to confirmed closure, convert findings into permanent fixes, and eliminate chronic and repeat failure. - Risk — maintain a live view of IT operational risk: single points of failure, concentration, control gaps, resilience and recoverability. - Continuous Improvement — run a prioritised improvement portfolio with quantified, validated benefit rather than activity. This is a senior individual-leadership role. The holder will be expected to challenge tower owners and vendors on weak analysis, hold improvement commitments to their dates, and present an unvarnished position to the Senior Director and CIO. Primary Job Responsibilities Problem Management • Own the end-to-end problem management process — raise, investigate, classify and close problem records arising from P1/P2 incidents, recurring patterns and proactive analysis. • Chair the problem review board; hold RCA quality to a defined standard — confirmed cause not symptom, evidenced timeline, corrective and preventive actions with named owners and dates — and reject analysis that does not meet it. • Maintain the known error database and workaround library, and drive closure of workarounds into permanent fixes. • Run targeted programmes against chronic sites and repeat offenders, with defined exit criteria and executive-visible progress. • Ensure problem findings feed the change pipeline, the vendor governance cycle and the resilience roadmap rather than closing in isolation. IT Operational Risk • Own the IT operational risk register: identification, scoring, ownership, treatment plans and periodic review across all towers. • Maintain a live single-point-of-failure and concentration-risk view across circuits, sites, platforms and suppliers; drive remediation into funded plans. • Assess and challenge resilience, backup, failover and recovery capability; ensure DR and continuity testing is scheduled, executed and honestly reported. • Coordinate internal and external audit evidence for service management, resilience and third-party risk; own the remediation of findings to closure. • Align the control environment to ITIL 4, ISO 20000, ISO 27001, SOC 2 and PCI DSS expectations as applicable. Continuous Improvement • Build and run a prioritised CI portfolio derived from incident, problem, change and performance data — sequenced by impact, not by ease. • Apply structured methodology (Lean, Six Sigma, ITIL CSI) to reduce MTTR, incident volume, change failure rate and manual effort. • Define the baseline and the measurement method before an initiative starts, and validate realised benefit afterwards against that baseline. • Identify automation and tooling opportunities across monitoring, alerting, triage and reporting, and sponsor them through to adoption. Governance, Reporting & Leadership • Report problem, risk and improvement posture into the daily, weekly and monthly IT Operations reporting cycle and the Monthly Business Review. • Escalate credibly: bring the Senior Director a clear position on what is failing, what it will take to fix, and what happens if it is not funded. • Lead and develop a small analyst team; build RCA and risk capability inside the tower teams so quality does not depend on this function alone. • Partner with vendors and tower owners on joint root cause and improvement work, holding external parties to the same analytical standard. Experience & Qualifications Essential • 12–15 years in IT operations or service management, including at least 4 years owning problem management, operational risk or service improvement at a managerial level in a multi-site enterprise. • Demonstrated reduction of repeat and chronic incidents through structured root cause work — with evidence of what changed and what it delivered. • Strong grounding across infrastructure domains — network, telecom, data centre and security operations — sufficient to challenge a technical RCA on its merits. • Practical command of operational risk: register discipline, scoring, single points of failure, control testing, DR and continuity assurance, audit remediation. • Structured improvement methodology applied in anger — Lean, Six Sigma or ITIL CSI — with quantified, validated outcomes rather than initiative counts. • Fluent with ITSM tooling (ServiceNow, Remedy or equivalent) and comfortable interrogating incident, problem and change data directly. • Proven senior stakeholder management: has held tower leaders and vendors to commitments and presented uncomfortable findings to executive level. • Bachelor's degree in Engineering, IT or a related discipline. Preferred • ITIL v4 Managing Professional or equivalent; Six Sigma Black Belt; PMP or PRINCE2; ISO 22301, ISO 27001 or risk-specific certification. • BPO, shared services, aviation or logistics background in a 24x7 global operating environment. • Experience building a problem or risk function from a low-maturity starting point, including process design and adoption. What We Offer Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business. Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment. Competitive compensation. Attractive salary and benefits package. Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events. #LI-JB1