Delivery Manager - Remote - USA

About the role

FullStack is seeking a hands-on Delivery Manager to support and enhance the R&D IT organization of a global agricultural science client. 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 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 decisions and trade-offs, balance ticket-driven operations against the minor enhancement backlog, and manage performance and retention across a distributed team.
• Own the engagement's financial health, including capacity and utilization against contracted coverage, delivery cost versus margin, backfill and ramp cost, and the impact of attrition or over-servicing on the bottom line.
• Run weekly client service and progress reviews, cover what shipped and what was resolved last week, and provide visibility into upcoming invoicing and commercial items.
• Lead the transition and knowledge transfer from an outgoing vendor to a fully operational support team, and drive shift-left strategies through knowledge base development, ticket trend analysis, and automation.

Requirements

• 8+ years in delivery leadership, including managed services.
• Direct experience owning SLAs in client contracts.
• Working command of incident, problem, request, and change management in ITSM tools like ServiceNow, Jira Service Management, etc.
• Experience leading teams split across the United States and LATAM, or comparable distributed models.
• Comfortable owning engagement financials under a fixed-fee structure.
• Has taken over support scope from an outgoing vendor or internal team, ideally under a compressed knowledge transfer window.
• Able to run a budget and progress review with a client sponsor and de-escalate a difficult conversation with a frustrated application owner.
• Familiarity supporting scientific and regulated enterprise applications, though not required.

Qualifications

• Cultural alignment and execution-mindedness.
• Calm under pressure.
• Owner mentality, not reporter.
• Relationship-driven operator.
• Solutions-driven and adaptable.

Skills

• ITSM operating fluency.
• Dual-mode delivery cadence.
• Commercial and financial ownership.
• Shift-left and continuous service improvement.

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.
• Continuing education opportunities.

Pay

Competitive salary.

Schedule

100% remote work.