Delivery Manager - Remote - USA
About the role
FullStack is seeking a hands-on Delivery Manager to support and enhance a global agricultural science client's R&D IT organization. This role involves managing a live operations engagement with three interconnected workstreams.
Responsibilities
Define and continuously refine the Level 1 and Level 2 operating models, queue designs, 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, ensuring timely communication and remediation plans with clients.
Make staffing and coverage decisions, manage shifts, handle backfills, and balance the enhancement backlog with ticket-driven operations.
Manage performance, team health, and attrition risk, conducting monthly one-on-ones and knowledge transfers.
Own the engagement's financial health, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
Run weekly client reviews, covering shipped and resolved items, upcoming plans, SLA/KPI attainment, escalations, staffing changes, and enhancement pipeline priorities.
Lead transition and knowledge transfer from an outgoing vendor to a fully operational support team, including documentation, ramp gates, and exit criteria.
Drive shift-left strategies, automate processes, and improve knowledge quality using AI-assisted tools.
Requirements
8+ years of experience in delivery leadership, including managed services, with direct experience owning SLAs and managing ITSM operating models.
Comfortable with dual-mode delivery cadences, managing both ticket-driven operations and sprint-based enhancements.
Experience leading distributed and nearshore teams, including shift coverage and cross-cultural management.
Commercial and financial ownership, comfortable with fixed-fee structures and scope change discipline.
Transition and takeover experience, ideally with compressed knowledge transfer windows and hard cutover dates.
Multi-level communication skills, able to run client reviews and de-escalate difficult conversations.
Scientific or R&D application exposure, though not required, it significantly shortens ramp time.
Qualifications
Full authorization to work in the United States on a full-time basis.
Fluent in English, with Spanish an advantage for leading Colombia-based team members.
Skills
ITSM operating fluency in ServiceNow, Jira Service Management, or similar platforms.
Strategic thinking and solutions-driven approach to problem-solving.
Ability to adapt to changing priorities and maintain composure under pressure.
Benefits
Competitive salary.
Paid time off, including vacation, sick leave, parental leave, and holidays.
Flexible remote work options.
Health, dental, and vision insurance.
401(k) with a 4% match.
Continuing education opportunities.
Schedule
US Eastern hours.
Pay
Competitive salary.