Managed Service Delivery Lead

CoorB

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.