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 role involves managing a live operations engagement with three interconnected workstreams: a consolidated Level 1 service desk, domain-aligned Level 2 specialists, and a minor enhancement stream.

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 and coverage decisions, balance ticket-driven operations with minor enhancements, and manage performance and attrition.
• Own the engagement's financial health, including capacity and utilization, delivery cost vs. margin, backfill and ramp costs, and attrition impact.
• Run weekly client reviews, cover what shipped and what's planned, and manage expectations and escalations.
• Lead transition and knowledge transfer from an outgoing vendor to a fully operational support team, including documentation, ramp gates, and exit criteria.
• Drive shift-left strategies, automate processes, and apply AI-assisted tools to improve efficiency.

Requirements

• 8+ years in delivery leadership, including managed services.
• Experience owning SLAs and managing ITSM operating models.
• Comfortable leading distributed and nearshore teams.
• Commercial and financial ownership under a fixed-fee structure.
• Experience taking over support scopes from vendors or internal teams.
• Multi-level communication skills, including Spanish proficiency for Colombia-based team members.
• Cultural alignment and execution-mindedness.

Qualifications

• Working command of incident, problem, request, and change management in ServiceNow, Jira Service Management, or equivalent.
• Familiarity with scientific or R&D applications, though not required.
• Strategic thinking and solutions-driven approach.

Skills

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

Benefits

• Competitive salary.
• Paid time off.
• 100% remote work.
• Health, dental, and vision insurance.
• 401(k) with 4% match.
• Continuing education opportunities.

Pay

Competitive salary.

Schedule

Full-time, remote work.