Delivery Manager: Global IT Support & SLA Lead
FullStack
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Descripción de la vacante
FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. You will oversee a three-stream delivery model, including L1 service desk, L2 specialists, and minor enhancements in a live operations context.
You will lead staffing, SLA attainment, and major incident response across distributed teams in the US and Colombia, working US Eastern hours, with P&L and client relationship accountability.
Formación
- 8+ years in delivery leadership with managed services.
- Direct SLA ownership, negotiations, and reporting.
- Fluent English; Spanish is an advantage for LATAM teams.
Responsabilidades
- Define and operate L1/L2 model and governance.
- Own P1–P4 incident handling and RCA oversight.
- Manage staffing, shift coverage, and backfill across US/Colombia.
- Oversee engagement P&L, utilization, and margins.
- Lead weekly client review and reporting cadence.
- Transition knowledge transfer from incumbents.
Conocimientos
Herramientas
Descripción del empleo
FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. You will oversee a three-stream delivery model, including L1 service desk, L2 specialists, and minor enhancements in a live operations context.
You will lead staffing, SLA attainment, and major incident response across distributed teams in the US and Colombia, working US Eastern hours, with P&L and client relationship accountability.
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