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 stream of minor enhancements.

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, manage performance, and handle attrition risk.
• Own the engagement's financial health, manage capacity and utilization, and oversee scope changes and risk management.
• Run weekly client reviews, cover service and capacity, and manage the enhancement pipeline.
• Lead transition and knowledge transfer from an outgoing vendor, and drive shift-left strategies and continuous improvement.

Requirements

• 8+ years in delivery leadership, including managed services.
• Direct experience owning SLAs in client contracts.
• Working command of ITSM operating processes in ServiceNow, Jira Service Management, or similar tools.
• 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.
• Fluent in English, with Spanish advantageous for leading Colombia-based team members.
• Cultural alignment, execution-minded, calm under pressure, and adaptable.

Qualifications

• Familiarity with scientific or R&D applications, though not required.
• Strategic thinking and relationship-building skills.
• Ability to communicate effectively with clients and stakeholders.

Skills

• ITSM operating fluency.
• Dual-mode delivery cadence.
• Commercial and financial ownership.
• Knowledge transfer and shift-left strategies.

Benefits

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

Pay

Competitive salary.

Schedule

Remote work.