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 an enterprise application support and BAU enhancement engagement, overseeing multiple workstreams, and ensuring SLAs and KPIs are met.

Responsibilities

• Owns the engagement's vision, strategy, and operating model, including L1 and L2 operating models, queue design, prioritization rules, and governance.
• Manages SLAs and KPIs, including first contact resolution, service request turnaround, and BAU delivery metrics.
• Takes control of major incidents and escalations, runs communication cadences, and owns root cause analysis and remediation commitments.
• Manages staffing, shift coverage, and trade-offs, balancing ticket-driven operations with minor enhancement backlog.
• Manages performance, team health, and attrition risk, conducting monthly one-on-ones with team members.
• Owes the engagement's financial health, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
• Runs weekly client service and progress reviews, covering shipped and resolved items, upcoming plans, SLA and KPI attainment, open risks, staffing changes, and the enhancement pipeline.
• Manages client relationships, sets expectations, surfaces and addresses delivery gaps, and leads responses to client escalations.
• Leads transition and knowledge transfer from an outgoing vendor, including documentation, runbook creation, shadow and reverse-shadow processes, ramp gates, and exit criteria.
• Drives shift-left strategies, automates processes where applicable, and applies AI-assisted tools to improve knowledge quality and reduce handling time.

Requirements

• 8+ years in delivery leadership, including managed services.
• Direct experience owning SLAs in client contracts.
• Working command of ITSM operating models such as 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 scopes from vendors or internal teams.
• Able to communicate effectively in English, with Spanish being advantageous for leading Colombia-based team members.
• Familiarity with scientific or R&D applications, though not required.
• Execution-minded and action-oriented, calm under pressure, and proactive in addressing problems.

Qualifications

• Currently authorized to work in the United States on a full-time basis.

Skills

• ITSM operating fluency.
• Dual-mode delivery cadence.
• Distributed and nearshore team leadership.
• Commercial and financial ownership.
• Transition and takeover experience.
• Multi-level communication skills.
• Strategic connector.
• Adaptable and solutions-driven approach.

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.