Delivery Manager - Remote - USA
About the role
FullStack is seeking a hands-on, service-minded Delivery Manager to lead an enterprise application support and BAU enhancement engagement for a global agricultural science client's R&D IT organization.
Responsibilities
Own the engagement's vision, strategy, and operating model, including defining and tuning the L1 and L2 operating model, queue design, prioritization rules, and governance.
Own attainment of contracted response and resolution targets, including SLA and KPI accountability.
Act as the escalation path above the Project Manager, taking control of P1 and high-visibility situations, and owning the root cause analysis and remediation commitments.
Make staffing decisions and trade-offs across a distributed team, balancing ticket-driven operations against the minor enhancement backlog.
Own performance management, team health, and transition and knowledge transfer from an outgoing vendor into a fully operational support team.
Own engagement P&L and commercial governance, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
Run weekly client service and progress reviews, covering 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 coverage, and the enhancement pipeline and its priorities.
Lead the transition and takeover of support scope from an outgoing vendor or an internal team, ideally under a compressed knowledge transfer window with a hard cutover date.
Requirements
8+ Years in Delivery Leadership, Including Managed Services
Direct experience owning SLAs written into a client contract
Working command of incident, problem, request, and change management in ServiceNow, Jira Service Management, or equivalent
Comfortable running a ticket-driven operations queue and a sprint-based enhancement backlog at the same time
Experience leading teams split across the United States and LATAM, or comparable distributed models
Comfortable owning engagement financials under a fixed-fee structure
Has taken over support scope from an outgoing vendor or an internal team, ideally under a compressed knowledge transfer window with a hard cutover date
Qualifications
Fluent professional English
Spanish is an advantage for leading Colombia-based team members
Familiarity supporting laboratory, genomics, data platform, or other scientific and regulated enterprise applications (preferred)
Skills
Strategic Connector
Adaptable & Solutions-Driven
Relationship-Driven Operator
Calm Under Pressure
Owner, Not Reporter
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) w/ 4% match
Amble opportunity for career advancement
Continuing education opportunities
Schedule
US Eastern hours
Pay
Competitive salary