Managed Service Delivery Lead

ABOUT CoorB We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever-evolving finance industry. OUR OPPORTUNITY CoorB is seeking an experienced Managed Service Delivery Lead to oversee end-to-end delivery of managed services engagements. This role is accountable for service performance, SLA adherence, operational governance, and continuous improvement across application support and service operations. The role requires strong leadership, structured service management expertise, and experience operating within regulated environments. YOU WILL » Own and manage end-to-end managed service delivery, ensuring compliance with contractual SLAs, KPIs, and quality standards. » Act as the primary service delivery point of contact, managing stakeholder communication, escalations, and expectations. » Lead and coordinate L2 and L3 support teams, ensuring effective execution of incident, problem, and change management processes. » Oversee major incident management, including escalation handling, coordination across teams, root cause analysis, and corrective actions. » Monitor service performance metrics, trends, and operational risks, driving continuous service improvement initiatives. » Ensure services operate in line with security, compliance, and audit requirements relevant to regulated environments. » Collaborate closely with engineering, DevOps, QA, and infrastructure teams to improve system stability and service quality. » Manage service governance activities, including service reviews, operational reporting, dashboards, and cadence meetings. » Lead service transition and onboarding activities, including knowledge transfer, documentation readiness, and service stabilization. » Identify service delivery risks and proactively implement mitigation and improvement plans. » Contribute to the definition, standardization, and maturity of managed services processes across CoorB. Benefits TO BE SUCCESSFUL IN THE ROLE YOU NEED » Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field. » 7–10 years of experience in managed services, service delivery, or IT operations roles, including leadership responsibilities. » Strong knowledge of ITIL processes, including Incident, Problem, Change, and Service Level Management. » Proven experience managing SLAs, KPIs, operational reporting, and service governance frameworks. » Experience operating within regulated environments, with strong understanding of security, compliance, and audit expectations. » Hands-on exposure to application support and production environments. » Experience working with distributed or remote support teams. » Strong stakeholder management, communication, and leadership skills. » Ability to drive operational excellence, accountability, and continuous improvement.