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. This role involves managing a distributed team of specialists and stakeholders, ensuring SLAs are met, and delivering enhancements alongside ongoing support.

Responsibilities

• Define and continuously tune the Level 1 and Level 2 operating models, queue design, prioritization rules, and governance to align L2 specialists with L1 team and client's internal L3 teams.
• Own attainment of SLAs across P1 through P4, 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 for major incidents, manage communication during issues, conduct root cause analysis, and ensure remediation commitments.
• Make staffing decisions, balance ticket-driven operations with minor enhancement backlog, and manage performance and retention across the team.
• Own the engagement's internal financial health, manage scope changes, and provide regular progress reviews with clients.
• Lead transition and knowledge transfer from an outgoing vendor, drive shift-left strategies, and apply AI-assisted tools to improve efficiency.

Requirements

• 8+ years in delivery leadership, including managed services.
• Direct experience owning SLAs in client contracts.
• Working command of ITSM operating models like ServiceNow, Jira Service Management.
• Experience leading teams split across the United States and LATAM.
• Comfortable with fixed-fee structures and scope change discipline.
• Ability to communicate effectively with clients and stakeholders in English, with Spanish an advantage.
• Familiarity with scientific or R&D applications, though not required.

Qualifications

• Cultural alignment and execution-minded approach.
• Calm under pressure and proactive problem-solving skills.
• Strategic thinking and ability to bridge departmental gaps.
• Adaptability and solutions-driven mindset.

Skills

• ITSM operating fluency.
• Dual-mode delivery cadence.
• Commercial and financial ownership.
• Transition and takeover experience.

Benefits

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

Pay

Competitive salary based on experience and qualifications.

Schedule

The position offers flexible remote work options.

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FullStack does not sponsor applicants for work visas.