Delivery Manager - Remote - USA
About the role
FullStack is seeking a hands-on, service-minded Delivery Manager for a global agricultural science client's R&D IT organization. This role involves managing enterprise application support and business-as-usual (BAU) enhancement engagements.
Responsibilities
Define and continuously tune the Level 1 and Level 2 operating models, queue designs, prioritization rules, and governance to align L2 specialists with L1 team and client's internal L3 teams.
Own attainment of contracted response and resolution targets across P1 through P4, first contact resolution, service request turnaround, and BAU delivery metrics including estimation accuracy, on-time delivery, and defect leakage.
Act as the escalation path above the Project Manager for major incidents, take control of P1 and high-visibility situations, run the communication cadence, and own the root cause analysis and remediation commitments.
Make staffing decisions and trade-offs across a distributed team, balance ticket-driven operations against minor enhancement backlog, manage performance, and handle attrition risk.
Own engagement financials under a fixed-fee structure, manage scope change, risk, and decisions, and lead transition and knowledge transfer from an outgoing vendor.
Run weekly client service and progress reviews, cover what shipped and what was resolved last week, what's planned for the week ahead, SLA and KPI attainment, open risks and escalations, staffing changes, and the enhancement pipeline.
Lead the transition and takeover of support scope from an outgoing vendor or internal team, and drive shift-left strategies through knowledge base development, ticket trend and root cause analysis, and automation.
Requirements
8+ years in delivery leadership, including managed services, with direct experience owning SLAs in client contracts.
Working command of ITSM operating fluency in ServiceNow, Jira Service Management, or equivalent, including P1 through P4 triage, queue and backlog management, major incident process, RCA discipline, and knowledge management.
Comfortable running a dual-mode delivery cadence, balancing ticket-driven operations with sprint-based enhancement backlog.
Experience leading teams split across the United States and LATAM, or comparable distributed models, including shift coverage and cross-cultural people management.
Commercial and financial ownership under a fixed-fee structure, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
Has taken over support scope from an outgoing vendor or internal team, ideally under a compressed knowledge transfer window with a hard cutover date.
Able to run a budget and progress review with a client sponsor and de-escalate a difficult conversation with a frustrated application owner.
Qualifications
Scientific or R&D application exposure (preferred), though not required.
Cultural alignment, execution-minded, and action-oriented, with calm under pressure and relationship-driven operator skills.
Strategic connector, adaptable, and solutions-driven, able to see connections between individual tickets, enhancements, and team tasks and broader business strategy.
Skills
ITSM operating fluency in ServiceNow, Jira Service Management, or equivalent.
Experience in managed services and SLA ownership.
Ability to balance ticket-driven operations with sprint-based enhancement backlog.
Experience leading distributed and nearshore teams.
Comfortable with fixed-fee structures and scope change discipline.
Knowledge of shift-left strategies and automation tools.
Benefits
Competitive salary.
Paid time off (vacation, sick leave, parental leave, and holidays).
100% remote work.
The ability to work with leading startups and Fortune 500 companies.
Health, dental, and vision insurance.
401(k) with 4% match.
Continuing education opportunities.
Pay
Competitive salary.
Schedule
Remote work.