Director of Major Incident & Problem Management

About the role

Cencora’s infrastructure organization is shifting to a product‑based operating model. The Director of Major Incident & Problem Management will design, build, and lead the end‑to‑end major incident command and problem management practices, ensuring service stability across IT and OT environments.

Key responsibilities

• Build and lead the major incident command function, staffing and training commanders, defining team structure and support model.
• Own the full major incident lifecycle: declaration, bridge command, executive communication, formal closure, hyper‑care, and hand‑off to problem management.
• Maintain and drill major incident procedures, severity matrix, escalation trees, and communication templates.
• Build and lead the problem management practice, covering reactive and proactive problem work, trend analysis, and defect intake.
• Chair problem reviews, prioritize corrective actions, and drive measurable recurrence reduction.

Required profile

• Proven experience leading major incident and problem management functions in large, complex IT environments.
• Strong leadership and people‑management skills, with ability to train and mentor incident commanders.
• Excellent communication skills for executive and stakeholder updates during crises.
• Ability to design processes, run readiness exercises, and drive continuous improvement.

Required skills