Global IT Delivery Lead (Remote)

FullStack; Soacha; Presencial; COP 285.307.000 - 412.110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% remote work

English Classes

Career advancement

Descripción de la vacante

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU for a global agricultural science client’s R&D IT organization. You will lead a three‑stream support model—L1 desk, L2 specialists, and minor enhancements—across the US and Colombia, interfacing with L3 engineering and product teams.

You will own executive sponsorship, procurement, and financials, drive staffing decisions, and ensure SOW compliance while maintaining service excellence and client

Formación

• 8+ years in delivery leadership for managed services.
• Experience owning SLAs in client contracts.
• Proficiency with ITSM processes and tools (ServiceNow/Jira).
• Distributed nearshore team leadership across US and LATAM.

Responsabilidades

• Define and govern L1/L2 operating model and queue design.
• Own P1-P4 incident targets and KPI reporting.
• Lead major incident command and RCA.
• Manage staffing and shift coverage across distributed teams.
• Oversee engagement P&L and commercial governance.

Conocimientos

Delivery Leadership

Engagement Management

SLA Ownership

ITSM

Jira Service Management

Dual-Mode Delivery

Team Leadership

Client Relationship

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU for a global agricultural science client’s R&D IT organization. You will lead a three‑stream support model—L1 desk, L2 specialists, and minor enhancements—across the US and Colombia, interfacing with L3 engineering and product teams.

You will own executive sponsorship, procurement, and financials, drive staffing decisions, and ensure SOW compliance while maintaining service excellence and client