Managed Service Delivery Lead

Responsibilities

• 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 for stakeholder communication, escalations, and expectation management.
• Lead and coordinate L2 and L3 support teams to ensure effective incident, problem, and change management.
• Oversee major incident management, including root cause analysis and corrective actions.
• Monitor service performance metrics and operational risks to drive continuous service improvement.
• Ensure all services operate in alignment with security, compliance, and audit requirements in regulated environments.
• Manage service governance activities, including operational reporting, dashboards, and cadence meetings.
• Lead service transition and onboarding activities, including knowledge transfer and documentation readiness.

Requirements

• 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 with leadership experience.
• Strong knowledge of ITIL processes (Incident, Problem, Change, and Service Level Management).
• Proven experience managing SLAs, KPIs, and service governance frameworks.
• Experience operating within regulated environments with an understanding of security and audit expectations.
• Hands-on exposure to application support and production environments.
• Strong stakeholder management, communication, and leadership skills.

About the Company

CoorB builds innovative digital finance solutions with a focus on process automation, user experience enhancement, and advanced data analytics. We help organizations achieve operational excellence and future-proof their IT investments within the evolving finance industry.