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
Define and continuously tune the L1 and L2 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, first contact resolution, service request turnaround, and BAU delivery metrics including estimation accuracy, on-time delivery, and defect leakage.
Act as the escalation path above the Project Manager for major incidents, take control of P1 and high-visibility situations, and own the root cause analysis and remediation commitments.
Make staffing decisions and trade-offs across a distributed team, balance ticket-driven operations against minor enhancement backlog, manage performance, and handle attrition risk.
Own the engagement's internal financial health, capacity and utilization planning, forecast against actual, margin protection, and scope change discipline.
Run the weekly client service and progress review, cover what shipped and what was resolved last week, what's planned for the week ahead, SLA and KPI attainment, open risks and escalations, staffing changes and coverage, and the enhancement pipeline and its priorities.
Lead a phased knowledge transfer from an outgoing vendor into a fully operational support team, documentation and runbook capture, shadow and reverse-shadow, ramp gates, and clear exit criteria for each phase.
Drive the shift-left strategy, move L2 work down to L1 and L3 work down to L2, through knowledge base development, ticket trend and root cause analysis, and automation.
Requirements
8+ Years in Delivery Leadership, Including Managed Services
Direct experience owning SLAs written into a client contract
Working command of incident, problem, request, and change management in ServiceNow, Jira Service Management, or equivalent
Comfortable running a ticket-driven operations queue and a sprint-based enhancement backlog at the same time
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 an internal team, ideally under a compressed knowledge transfer window with a hard cutover date
Qualifications
Fluent professional English, Spanish advantageous for leading Colombia-based team members
Familiarity supporting laboratory, genomics, data platform, or other scientific and regulated enterprise applications
Skills
ITSM Operating Fluency
Dual-Mode Delivery Cadence
Distributed and Nearshore Team Leadership
Commercial and Financial Ownership
Transition and Takeover Experience
Multi-Level Communication
Adaptable & Solutions-Driven
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) w/ 4% match
Ambles opportunity for career advancement
Continuing education opportunities
Schedule
US Eastern hours
Pay
Competitive Salary