Delivery Manager - Remote - USA

About the role

FullStack is seeking a hands-on Delivery Manager to support and enhance the R&D IT organization of a global agricultural science client. The position involves managing a live operations engagement with three interconnected workstreams, including a consolidated Level 1 service desk, specialized Level 2 specialists, and ongoing 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 the root cause analysis and remediation commitments.
• Make staffing decisions and trade-offs for a distributed team, balancing ticket-driven operations with the minor enhancement backlog.
• Manage performance, team health, and attrition risk, conducting monthly one-on-ones with team members.
• Own 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 what shipped, what was resolved, and upcoming invoicing.
• Lead transition and knowledge transfer from an outgoing vendor to a fully operational support team, including documentation, ramp gates, and clear exit criteria.
• Drive shift-left strategies, applying AI-assisted tools to reduce handling time, deflect volume, and improve knowledge quality.

Requirements

• 8+ years in delivery leadership, including managed services.
• Direct experience owning SLAs in client contracts.
• Working command of ITSM operating models like ServiceNow, Jira Service Management.
• Experience leading teams split across the US and LATAM, or similar distributed models.
• Comfortable with fixed-fee structures and scope change discipline.
• Has taken over support scope from an outgoing vendor or internal team.
• Able to communicate effectively with clients and stakeholders in English, with Spanish an advantage.
• Familiarity with scientific or R&D applications, though not required.

Qualifications

• Strategic thinking and ability to see connections between individual tickets and the broader business strategy.
• Adaptability and solutions-driven approach to handle changing priorities.
• Cultural alignment and execution-mindedness.
• Ability to manage stress and maintain composure under pressure.

Skills

• ITSM operating fluency.
• Dual-mode delivery cadence.
• Commercial and financial ownership.
• Transition and takeover experience.
• Multi-level communication skills.

Benefits

• Competitive salary.
• Paid time off.
• Flexible remote work options.
• Health, dental, and vision insurance.
• 401(k) with a 4% match.
• Continuing education opportunities.

Pay

Competitive salary.

Schedule

Full-time, remote work.