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.
Responsibilities
Own the engagement's vision, strategy, and operating model, including L1 and L2 operating model, queue design, prioritization rules, and governance.
Own attainment of SLAs, including response and resolution targets, first contact resolution, service request turnaround, and BAU delivery metrics.
Act as the escalation path for major incidents, manage communication during issues, and conduct root cause analysis and remediation.
Make staffing and coverage decisions, balance ticket-driven operations and minor enhancements, and manage performance and attrition.
Own the engagement's financial health, including capacity and utilization, margin protection, and scope change discipline.
Run weekly client reviews, cover progress, SLA/KPI attainment, risks, and escalations, and provide visibility into upcoming invoicing.
Lead transition and knowledge transfer from an outgoing vendor, manage a dual-mode delivery cadence, and drive shift-left strategies.
Requirements
8+ years in delivery leadership, including managed services, with direct experience owning SLAs and managing a team split across the US and LATAM.
Comfortable with ITSM operating fluency in ServiceNow, Jira Service Management, or equivalent, including P1 through P4 triage and knowledge management.
Experience leading a distributed team and managing nearshore relationships, including shift coverage and cross-cultural people management.
Commercial and financial ownership under a fixed-fee structure, including capacity and utilization planning, forecast against actual, and margin protection.
Experience taking over support scope from an outgoing vendor, ideally under a compressed knowledge transfer window with a hard cutover date.
Multi-level communication skills, including the ability to run a budget and progress review with a client sponsor and de-escalate a difficult conversation with a frustrated application owner.
Qualifications
Fluent in English, with Spanish an advantage for leading Colombia-based team members.
Familiarity with scientific or R&D applications, though not required.
Skills
Strategic thinking and ability to see how individual tickets, enhancements, and team tasks connect to the broader business strategy.
Adaptability and solutions-driven approach to handle changing priorities and ambiguity.
Calm under pressure and the ability to handle priority-one incidents effectively.
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.