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. The position 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 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, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
• Run weekly client reviews, cover what shipped and what was resolved, and provide visibility into upcoming invoicing and commercial items.
• Lead transition and knowledge transfer from an outgoing vendor, manage a phased ramp-up, and apply continuous service improvement strategies.

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.
• Transition and takeover experience.
• Multi-level communication skills.
• Strategic thinking and solutions-driven approach.

Qualifications

• Scientific or R&D application exposure preferred.
• Work authorization to work in the United States on a full-time basis.

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.

Skills

• ITSM operating fluency.
• Dual-mode delivery cadence.
• Distributed and nearshore team leadership.
• Commercial and financial ownership.
• Transition and takeover experience.
• Multi-level communication.
• Strategic connector.
• Solutions-driven approach.

Pay

Competitive salary.

Schedule

Remote work.

Company Information

FullStack is an 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. Learn more about our Applicants Privacy Notice.