Managed Service Delivery Lead
Job Location:
Riyadh - Saudi Arabia
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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.
TO BE SUCCESSFUL IN THE ROLE YOU NEED
Bachelors degree in Information Technology Computer Science Engineering or a related field.
710 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.
Required Skills:
7 years of experience in software quality assurance including both manual and automation testing. Strong experience with automation frameworks and tools such as Selenium Cypress Playwright Appium TestNG JUnit or similar. Solid understanding of SDLC STLC and Agile/Scrum methodologies. Proficiency in writing test scripts using languages like Java Python or JavaScript. Hands-on experience with API testing tools (e.g. Postman REST Assured). Strong knowledge of SQL and database validation. Familiarity with CI/CD pipelines and tools like Jenkins GitLab CI or GitHub Actions. Excellent analytical problem-solving and debugging skills. Strong communication and leadership skills with the ability to mentor junior QA team members.
