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 position involves managing a live operations engagement with three interconnected workstreams, including a consolidated Level 1 service desk, domain-aligned Level 2 specialists, and a minor enhancements stream.
Responsibilities
Define and continuously tune the Level 1 and Level 2 operating model, queue design, prioritization rules, and governance to align L2 specialists with L1 and client internal L3 teams.
Own attainment of contracted response and resolution targets, including first contact resolution, service request turnaround, and BAU delivery metrics such as estimation accuracy, on-time delivery, and defect leakage.
Act as the escalation path above the Project Manager for major incidents, ensuring timely communication and remediation plans.
Make staffing decisions and balance ticket-driven operations with minor enhancement backlog, ensuring coverage and performance across a distributed team.
Own performance management, team health, and transition from an outgoing vendor to a fully operational support team.
Own engagement financials under a fixed-fee structure, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
Run weekly client service and progress reviews, covering what shipped, what was resolved, and upcoming plans, and provide visibility into upcoming invoicing and commercial items.
Lead the relationship with the client, set expectations, surface and address delivery gaps, and manage transitions and knowledge transfers.
Drive shift-left strategies, automate processes, and apply AI-assisted tools to improve efficiency and knowledge quality.
Requirements
8+ years in delivery leadership, including managed services, with direct experience owning SLAs and managing teams across the United States and LATAM.
Comfortable with ITSM operating fluency in ServiceNow, Jira Service Management, or equivalent, including P1 through P4 triage, queue and backlog management, major incident process, RCA, and knowledge management.
Experience leading dual-mode delivery cadences, balancing ticket-driven operations with sprint-based enhancement backlog.
Commercial and financial ownership under a fixed-fee structure, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
Ability to lead transition and takeover experiences, taking over support scope from an outgoing vendor or internal team within a compressed timeframe.
Multi-level communication skills, able to run budget and progress reviews with clients and de-escalate difficult conversations.
Familiarity with scientific or R&D applications, though not required, can significantly shorten ramp time.
Qualifications
Fluent in English, with Spanish advantageous for leading Colombia-based team members.
Execution-minded and action-oriented, treating missed targets as your responsibility.
Calm under pressure, handling priority-one incidents effectively and following up with written root causes and remediation plans.
Strategically connected, seeing how individual tickets and enhancements fit into broader business strategy and bridging departmental gaps.
Adaptable and solutions-driven, remaining composed under changing priorities and turning ambiguity into clear, actionable paths forward.
Skills
ITSM operating fluency in ServiceNow, Jira Service Management, or equivalent.
Experience leading dual-mode delivery cadences, balancing ticket-driven operations with sprint-based enhancement backlog.
Comfortable with commercial and financial ownership under a fixed-fee structure.
Ability to lead transition and takeover experiences, taking over support scope from an outgoing vendor or internal team.
Multi-level communication skills, able to run budget and progress reviews with clients and de-escalate difficult conversations.
Strategically connected, seeing how individual tickets and enhancements fit into broader business strategy and bridging departmental gaps.
Adaptable and solutions-driven, remaining composed under changing priorities and turning ambiguity into clear, actionable paths forward.
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.
Ambles opportunity for career advancement.
Continuing education opportunities.
Pay
Competitive salary.
Schedule
Remote work.