Head of Incident Management
full-time•Nicosia
About this role
Head of Incident Management
Department: Global Customer Support
Employment Type: Full Time
Location: Cyprus
Description
We are looking for a Head of Incident Management to lead our global Safety Incident Management function. This role is responsible for how safety-related incidents - including accidents, injuries, and other high-severity events - are handled across the platform.
You will lead a large, globally distributed team and build scalable, data-driven, and automated processes that ensure incidents are resolved quickly, consistently, and fairly, while also reducing their overall occurrence through proactive initiatives.
This is a senior leadership role with high ownership, cross-functional collaboration, and significant impact on user safety and platform trust.
You will lead a large, globally distributed team and build scalable, data-driven, and automated processes that ensure incidents are resolved quickly, consistently, and fairly, while also reducing their overall occurrence through proactive initiatives.
This is a senior leadership role with high ownership, cross-functional collaboration, and significant impact on user safety and platform trust.
Key Responsibilities
- Lead and manage a large global, multi-cultural team across multiple regions and time zones.
- Own the end-to-end incident management lifecycle: intake, triage, investigation, decision-making, escalation, and resolution
- Ensure high-quality handling of safety-related incidents, including criminal cases, serious misconduct, accidents, and emergencies
- Drive incident reduction through proactive safety initiatives, prevention programs, and effective corrective actions
- Build and maintain scalable, standardized, and auditable processes for incident management
- Develop analytics and reporting frameworks to support data-driven decision-making
- Identify and implement automation opportunities to reduce manual work and improve speed, consistency, and quality
- Partner closely with Product, Engineering, Legal, Policy, Risk, and Operations teams on safety-related initiatives
- Lead continuous improvement through root cause analysis, process optimization, and quality controls
Skills, Knowledge & Expertise
- Proven experience in Safety Operations / Trust & Safety / Incident Management within Ride-Hailing, Delivery, Mobility, or similar on-demand platforms
- Experience managing large global teams (100+ employees) in a multi-regional, multi-cultural environment
- Demonstrated success in process optimization and automation of operational workflows
- Strong analytical and data-driven mindset with experience using metrics to guide decisions
- Excellent leadership, communication, and stakeholder management skills
- Fluent English, both written and spoken
- Ability and willingness to work primarily within European time zones
Nice to Have
- Experience working with automated or ML-supported decision systems
- Experience scaling safety or incident operations across multiple countries
- Experience working with external vendors or BPO partners
- Background in building prevention programs for safety or risk reduction
Why Join Us
- Lead a mission-critical global safety function with real impact on people’s lives
- High level of ownership and autonomy
- Opportunity to build and scale systems used globally
- Work with senior leadership and cross-functional teams
- Competitive compensation and growth opportunities
Job Benefits
- Health insurance with life insurance included
- Hybrid work mode and flexible schedule
- Diverse internal training programs
- Partially or fully paid additional training courses
- All necessary work equipment
Other facts
Tech stack
Safety Operations,Trust & Safety,Incident Management,Process Optimization,Automation,Analytical Skills,Leadership,Communication,Stakeholder Management,Data-Driven Decision Making,Multi-Cultural Team Management,Proactive Safety Initiatives,Root Cause Analysis,Quality Controls
About inDrive
inDrive is a global mobility and urban services platform. The inDrive app has been downloaded over 390 million times, and has been the second most downloaded mobility app for the third consecutive year. In addition to ride-hailing, inDrive provides an expanding list of urban services, including intercity transportation and delivery. In 2023, inDrive launched New Ventures, a venture and M&A arm.
inDrive operates in 1065 cities in 48 countries. Driven by its mission of challenging social injustice, the company is committed to having a positive impact on the lives of one billion people by 2030. It pursues this goal both through its core business, which supports local communities via a fair pricing model; and through the work of inVision, its non-profit arm. inVision’s community empowerment programs help to advance education, sports, arts and sciences, gender equality and other vital initiatives.
For more information visit www.inDrive.com
Team size: 1,001-5,000 employees
Website: http://www.inDrive.com
LinkedIn: Visit
Industry: IT Services and IT Consulting
What you'll do
- Lead and manage a large global, multi-cultural team responsible for the end-to-end incident management lifecycle. Drive incident reduction through proactive safety initiatives and build scalable processes for incident management.
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Frequently Asked Questions
What does a Head of Incident Management do at inDrive?
As a Head of Incident Management at inDrive, you will: lead and manage a large global, multi-cultural team responsible for the end-to-end incident management lifecycle. Drive incident reduction through proactive safety initiatives and build scalable processes for incident management..
Why join inDrive as a Head of Incident Management?
inDrive is a leading IT Services and IT Consulting company.
Is the Head of Incident Management position at inDrive remote?
The Head of Incident Management position at inDrive is based in Nicosia, Cyprus, Cyprus. Contact the company through Clera for specific work arrangement details.
How do I apply for the Head of Incident Management position at inDrive?
You can apply for the Head of Incident Management position at inDrive directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about inDrive on their website.