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. 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
Define and continuously tune the Level 1 and Level 2 operating model, queue design, prioritization rules, and governance to align L2 specialists with L1 team and client's internal L3 teams.
Own attainment of contracted response and resolution targets, including first contact resolution, service request turnaround, and BAU delivery metrics such as estimation accuracy, on-time delivery, and defect leakage.
Act as the escalation path above the Project Manager, taking control of P1 and high-visibility situations, running the communication cadence, and owning root cause analysis and remediation commitments.
Make staffing decisions and trade-offs across a distributed team, balancing ticket-driven operations with minor enhancement backlog, ensuring coverage and performance.
Own performance management, team satisfaction, HR concerns, and monthly one-on-ones with every team member, managing attrition risk.
Own engagement financial health under a fixed-fee structure, including capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
Run weekly client service and progress reviews, covering what shipped and what was resolved, SLA and KPI attainment, open risks and escalations, staffing changes, and the enhancement pipeline.
Lead transition and knowledge transfer from an outgoing vendor into a fully operational support team, including documentation and runbook capture, shadow and reverse-shadow, ramp gates, and clear exit criteria.
Drive shift-left strategy, moving L2 work down to L1 and L3 work down to L2, through knowledge base development, ticket trend and root cause analysis, and automation.
Communicate with clients and stakeholders, setting expectations, addressing gaps, and following up on remediation plans.
Requirements
8+ years in delivery leadership, including managed services, owning application support, service desk, or managed services engagements.
Direct experience owning SLAs written into a client contract, negotiating targets, defending measurement definitions, and handling commercial consequences of a miss.
Working command of incident, problem, request, and change management in ServiceNow, Jira Service Management, or equivalent, including P1 through P4 triage, queue and backlog management, major incident process, RCA discipline, and knowledge management.
Comfortable running a ticket-driven operations queue and a sprint-based enhancement backlog simultaneously, with Agile and Jira fluency to keep both measurable and visible.
Experience leading teams split across the United States and LATAM, or comparable distributed models, including shift coverage and cross-cultural people management.
Commercial and financial ownership, comfortable with fixed-fee structures, capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
Transition and takeover experience, taking over support scope from an outgoing vendor or internal team under a compressed knowledge transfer window with a hard cutover date.
Multi-level communication skills, able to run budget and progress reviews with clients and de-escalate difficult conversations.
Qualifications
Fluent in professional 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.
Solutions-driven approach to resolving operational challenges.
Adaptability to changing priorities and ambiguity.
Calm under pressure, able 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.
Ambles opportunity for career advancement.
Continuing education opportunities.
Pay
Competitive salary.
Schedule
Remote work.