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, tuning the L1 and L2 operating model, queue design, prioritization rules, and governance.
Own attainment of contracted response and resolution targets, first contact resolution, service request turnaround, and BAU delivery metrics including estimation accuracy, on-time delivery, and defect leakage.
Act as the escalation path above the Project Manager, taking control of P1 and high-visibility situations, running the communication cadence, 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 satisfaction, HR concerns, and monthly one-on-ones with every team member, managing attrition risk.
Own the engagement's internal financial health, capacity and utilization against contracted coverage, delivery cost versus margin, backfill and ramp cost, and the effect of attrition or over-servicing on the bottom line.
Lead a phased knowledge transfer from an outgoing vendor into a fully operational support team, covering documentation and runbook capture, shadow and reverse-shadow, ramp gates, and clear exit criteria.
Drive shift-left strategy, moving L2 work down to L1 and L3 work down to L2, through knowledge base development, ticket trend and root cause analysis, and automation.
Run the standing weekly review with the client, 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.
Own client relationship from executive sponsor and procurement through to tactical application and business unit managers, setting expectations, surface delivery gaps, and leading the response, remediation plan, and follow-through when the client raises one first.
Lead transition and takeover experience, taking over 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
Familiarity supporting laboratory, genomics, data platform, or other scientific and regulated enterprise applications
Qualifications
Fluent professional English
Spanish advantage for leading Colombia-based team members
Skills
ITSM Operating Fluency
Dual-Mode Delivery Cadence
Distributed and Nearshore Team Leadership
Commercial and Financial Ownership
Transition and Takeover Experience
Multi-Level Communication
Adaptable & Solutions-Driven
Benefits
Competitive Salary
Paid Time Off (vacation, sick leave, parental leave, and holidays)
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
Pay
Competitive salary based on experience and qualifications.
Schedule
The position offers full-time remote work.