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 minor enhancement stream.

Responsibilities

• Define and continuously tune the Level 1 and Level 2 operating model, queue design, prioritization rules, and governance to align L2 specialists with L1 and client internal L3 teams.
• Own attainment of SLAs and KPIs, including response and resolution targets, 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 and trade-offs across 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 shipped and resolved items, upcoming plans, SLA and KPI attainment, open risks, staffing changes, and the enhancement pipeline.
• 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, including knowledge base development, ticket trend and root cause analysis, and automation to improve efficiency and knowledge quality.

Requirements

• 8+ years of delivery leadership experience, including managed services.
• Direct experience owning SLAs in client contracts, including negotiation, reporting, and handling commercial consequences of a miss.
• Working command of ITSM operating models, such as ServiceNow, Jira Service Management, or equivalent, including P1 through P4 triage, queue and backlog management, major incident process, RCA, and knowledge management.
• Comfortable leading teams split across the United States and LATAM, including shift coverage and cross-cultural people management.
• Experience owning engagement financials under a fixed-fee structure, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
• Has taken over support scope from an outgoing vendor or internal team, ideally under a compressed knowledge transfer window with a hard cutover date.
• Able to communicate effectively with clients and stakeholders, including running budget and progress reviews and de-escalating difficult conversations.

Qualifications

• Fluent in English, with Spanish an advantage for leading Colombia-based team members.
• Familiarity with scientific or R&D applications, though not required.

Skills

• Strategic thinking and ability to see how individual tickets, enhancements, and team tasks connect to the broader business strategy.
• Adaptability and solutions-driven approach to handle changing priorities and ambiguity.
• Calm under pressure and ability to manage difficult conversations.

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.
• Ambient opportunity for career advancement.
• Continuing education opportunities.

Pay

Competitive salary.

Schedule

Remote work.