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Delivery Manager - Remote - USA

FullStack · Austin, TX · 1 mo ago
RemoteRemoteManagementFull-time

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 SLA and KPI targets, 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 enhancement backlog, and manage performance and attrition.

  • Own engagement financials, including capacity and utilization, delivery cost versus margin, and scope change discipline.

  • Run weekly client reviews, covering shipped and resolved items, SLA/KPI attainment, open risks, staffing changes, and enhancement pipeline.

  • Lead transition and knowledge transfer from an outgoing vendor to a fully operational support team.

  • Drive shift-left strategies, improve knowledge management, and apply AI-assisted tools to reduce handling time and improve quality.

Requirements

  • 8+ years in delivery leadership, including managed services.

  • Direct experience owning SLAs in client contracts.

  • Working command of incident, problem, request, and change management in ITSM tools like ServiceNow, Jira Service Management.

  • Experience leading distributed teams across the US and LATAM, including shift coverage and cross-cultural management.

  • Comfortable with fixed-fee structures, capacity and utilization planning, and margin protection.

  • Experience taking over support scopes from vendors or internal teams under compressed timelines.

  • Able to communicate effectively with clients and stakeholders in English, with Spanish a plus.

  • Familiarity with scientific or R&D applications, though not required.

Qualifications

  • Strategic thinking and ability to align service with business strategy.

  • Calm under pressure and ability to handle difficult conversations.

  • Adaptability and solutions-driven mindset to navigate changing priorities.

  • Strong communication skills, able to present complex information clearly and concisely.

Skills

  • ITSM operating fluency in ServiceNow, Jira Service Management, or similar tools.

  • 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, including scope change discipline and margin protection.

  • Knowledge of shift-left strategies, automation, and AI-assisted tools.

Benefits

  • Competitive salary.

  • Paid time off, including 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

Full-time, remote work.

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