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: a consolidated Level 1 service desk, domain-aligned Level 2 specialists, and a backlog of low-risk minor enhancements.

Responsibilities

• Own the engagement's vision, strategy, and operating model, tuning the L1 and L2 operating model, queue design, prioritization rules, and governance.
• Accountability for SLA and KPI attainment, including first contact resolution, service request turnaround, and BAU delivery metrics.
• Act as the escalation path for major incidents, taking control of P1 and high-visibility situations, and owning root cause analysis and remediation commitments.
• Make staffing decisions, balance ticket-driven operations with minor enhancement backlog, manage performance, and handle attrition risk.
• Own the engagement's financial health, including capacity and utilization, delivery cost versus margin, backfill and ramp cost, and the impact of attrition or over-servicing on the bottom line.
• Run weekly client service and progress reviews, cover what shipped and what was resolved, and provide visibility into upcoming invoicing and commercial items.
• Lead transition and knowledge transfer from an outgoing vendor, manage cultural alignment, and drive shift-left strategies.

Requirements

• 8+ years in delivery leadership, including managed services.
• Direct experience owning SLAs in client contracts.
• Working command of ITSM operating processes, including ServiceNow, Jira Service Management, or equivalent.
• 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 individual tickets, enhancements, and team tasks with broader business strategy.
• Adaptability and solutions-driven approach to handling changing priorities and ambiguity.
• Relationship-driven operator with the ability to build trust and turn a one-year statement of work into a multi-year partnership.
• Calm under pressure and able to handle difficult conversations and priority-one incidents.

Skills

• ITSM operating fluency in incident, problem, request, and change management.
• Dual-mode delivery cadence, balancing ticket-driven operations with sprint-based enhancement backlog.
• Knowledge of scientific and regulated enterprise applications, though not required.
• Ability to communicate effectively in English, with Spanish advantage.

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

FullStack offers ample opportunity for career advancement and flexible remote work options.