Delivery Manager - Remote - USA

About the role

FullStack is seeking a hands-on Delivery Manager to lead a global agricultural science client's R&D IT organization. The 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, 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 the root cause analysis and remediation commitments.
• Make staffing and coverage decisions, balance ticket-driven operations with minor enhancements, and manage performance and attrition.
• Own the engagement's financial health, manage capacity and utilization, and handle scope changes and risk decisions.
• Run weekly client reviews, cover service and progress, and manage transition and knowledge transfer from an outgoing vendor.
• 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 ITSM operating models like ServiceNow, Jira Service Management.
• Experience leading distributed and nearshore teams.
• Comfortable with commercial and financial ownership under a fixed-fee structure.
• Transition and takeover experience.
• Multi-level communication skills.
• Cultural alignment and execution-mindedness.

Qualifications

• Scientific or R&D application exposure preferred.

Skills

• ITSM operating fluency.
• Dual-mode delivery cadence.
• Distributed and nearshore team leadership.
• Commercial and financial ownership.
• Transition and takeover experience.
• Multi-level communication.
• Cultural alignment.
• Execution-mindedness and action-oriented approach.
• Calm under pressure.
• Owner mentality.
• Strategic connector.
• Adaptability and solutions-driven mindset.

Benefits

• Competitive salary.
• Paid time off (vacation, sick leave, parental leave, and holidays).
• 100% remote work.
• The ability to work with leading startups and Fortune 500 companies.
• Health, dental, and vision insurance.
• 401(k) with 4% match.
• Ambient opportunity for career advancement.
• Continuing education opportunities.

Pay

Competitive salary.

Schedule

100% remote work.

Application Instructions

FullStack will not sponsor applicants for work visas now or in the future.

What We Offer

• Health, dental, and vision insurance.
• 401(k) with 4% match.
• Ambient opportunity for career advancement.
• Continuing education opportunities.

Equal Opportunity Employer

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.