Delivery Manager - Remote - USA

About the role

FullStack is seeking a hands-on, service-minded Delivery Manager for a global agricultural science client's R&D IT organization. This role involves managing enterprise application support and business-as-usual (BAU) enhancement engagements.

Responsibilities

• Own the engagement's vision, strategy, and operating model, tuning the 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, 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, manage performance, and handle attrition risk.
• Own the engagement's financial health, manage scope changes, and lead transition and knowledge transfer from an outgoing vendor.
• Run weekly client reviews, cover what shipped and what was resolved, and manage the enhancement pipeline.
• Lead the client relationship, set expectations, and manage expectations and escalations.
• Drive shift-left strategies, improve knowledge quality, and apply AI-assisted tools to reduce handling time and deflect volume.

Requirements

• 8+ years in delivery leadership, including managed services.
• Direct experience owning SLAs in client contracts.
• Working command of ITSM operating processes, including ServiceNow, Jira Service Management, or equivalent.
• Experience leading distributed and nearshore teams.
• Comfortable with commercial and financial ownership under a fixed-fee structure.
• Has taken over support scope from an outgoing vendor or internal team.
• Able to communicate effectively with clients and stakeholders in English, with Spanish being advantageous.
• Familiarity with scientific or R&D applications, though not required.

Qualifications

• Execution-minded and action-oriented.
• Calm under pressure.
• Owner, not reporter mentality.
• Relationship-driven operator.
• Strategic connector.
• Adaptable and solutions-driven.

Skills

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

Benefits

• Competitive salary.
• Paid time off.
• 100% remote work.
• Health, dental, and vision insurance.
• 401(k) with 4% match.
• Continuing education opportunities.

Pay

Competitive salary.

Schedule

100% remote work.