Delivery Manager - Remote - USA

About the role

FullStack is seeking a hands-on Delivery Manager to support a global agricultural science client's R&D IT organization. The role involves managing an enterprise application support and BAU enhancement engagement, focusing on a consolidated Level 1 service desk, domain-aligned Level 2 specialists, and low-risk minor enhancements.

Responsibilities

• Own the engagement's vision, strategy, and operating model, including queue design, prioritization rules, and governance.
• Accountability for SLA and KPI attainment, including response and resolution targets, first contact resolution, service request turnaround, and BAU delivery metrics.
• Act as the escalation path for major incidents, ensuring timely communication and remediation plans.
• Make staffing and coverage decisions, balancing ticket-driven operations with minor enhancement backlog.
• Manage performance, team health, and attrition risk, conducting regular one-on-ones and ramp gates.
• Owning the engagement's financial health, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
• Run weekly client service and progress reviews, covering shipped items, planned activities, SLA/KPI attainment, open risks, staffing changes, and upcoming invoicing.
• Lead transition and knowledge transfer from an outgoing vendor, managing documentation, runbooks, and ramp gates.
• Drive shift-left strategies, improving knowledge management, ticket trend analysis, and automation.

Requirements

• 8+ years in delivery leadership, including managed services.
• Direct experience owning SLAs in client contracts.
• Working command of ITSM operating models, such as ServiceNow, Jira Service Management.
• Experience leading distributed and nearshore teams.
• Comfortable with commercial and financial ownership under a fixed-fee structure.
• Has taken over support scope from an outgoing vendor or internal team.
• Able to communicate effectively in English, with Spanish advantage for leading Colombia-based team members.
• Familiarity with scientific or R&D applications, though not required.

Qualifications

• Strategic thinking and ability to align service with broader business strategy.
• Strong communication skills, able to handle difficult conversations and escalate issues.
• Adaptability and solutions-driven mindset to navigate changing priorities.
• Cultural alignment and execution-minded approach to building long-term partnerships.

Skills

• ITSM operating fluency in incident, problem, request, and change management.
• Dual-mode delivery cadence, balancing ticket-driven operations with sprint-based enhancements.
• Knowledge of scientific and regulated enterprise applications, preferred but not required.
• Ability to manage distributed and nearshore teams effectively.
• Experience with commercial and financial ownership under a fixed-fee structure.
• Effective communication and relationship-building skills.

Benefits

Competitive salary, paid time off, 100% remote work, health, dental, and vision insurance, 401(k) with a 4% match, continuing education opportunities, and career advancement.

Pay

Competitive salary based on experience and qualifications.

Schedule

The position offers flexible remote work options.