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. This 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, including L1 and L2 operating models, queue design, prioritization rules, and governance.
• Accountability for SLA and KPI attainment, 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 and coverage decisions, balance ticket-driven operations with minor enhancements, manage performance, and handle attrition risk.
• Own the engagement's financial health, including capacity and utilization, delivery cost versus margin, backfill and ramp costs, and the impact of attrition or over-servicing on the bottom line.
• Run weekly client reviews, cover shipped and resolved items, plan for the week ahead, and manage the enhancement pipeline.
• Lead transition and knowledge transfer from an outgoing vendor, manage a phased ramp-up, and ensure clear exit criteria.
• Drive shift-left strategies, automate processes where appropriate, and apply 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.
• Experience leading distributed and nearshore teams.
• Comfortable with commercial and financial ownership under a fixed-fee structure.
• Experience taking over support scopes from vendors or internal teams.
• Multi-level communication skills, including budget and progress reviews with clients and de-escalating difficult conversations.
• Familiarity with scientific or R&D applications, though not required.

Qualifications

• Passionate about delivering transformational digital solutions to top global companies.
• Strong communication and relationship-building skills.
• Strategic thinking and ability to see connections between individual tasks and broader business goals.
• Ability to adapt to changing priorities and turn operational challenges into actionable solutions.

Skills

• ITSM operating fluency in ServiceNow, Jira Service Management, or similar systems.
• Dual-mode delivery cadence, balancing ticket-driven operations with sprint-based enhancements.
• Experience with distributed and nearshore teams, including shift coverage and cross-cultural management.
• Commercial and financial ownership under a fixed-fee structure.
• Knowledge transfer and ramp-up expertise.
• Ability to communicate effectively with clients and stakeholders at all levels.

Benefits

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

Pay

Competitive salary.

Schedule

Remote work.

Benefits

• Health, dental, and vision insurance.
• 401(k) with a 4% match.
• Continuing education opportunities.