Global Service Delivery Manager (100% Remote)

FullStack; Colombia; Presencial; COP 9.000.000 - 14.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Paid time off

Remote work

Health policy

English classes

Food card

Career advancement

Education opportunities

Descripción de la vacante

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global client. You will oversee three connected workstreams (L1 triage, L2 specialists, and minor enhancements) and interface with client L3 teams across the US and Colombia, working US Eastern hours.

You will own staffing, budgeting, and client relationships from executive sponsorship to delivery managers. You will be the escalation path above the Project Manager, drive RCA and remediation commitments,

Formación

• 8+ years in delivery leadership for managed services or similar engagements.
• Experience owning SLAs and reporting against contracts.
• Strong ITSM knowledge including incident and change management.
• Proven ability to manage diverse stakeholder groups and budgets.

Responsabilidades

• Define and tune the operating model for L1/L2 support across portfolios.
• Own contracted response/resolution targets and KPI metrics.
• Act as escalation path for P1 incidents and drive RCA and remediation.
• Staff, schedule, and backfill resources without impacting service quality.
• Lead monthly performance reviews and engage with executive stakeholders.
• Manage engagement P&L, cost vs. margin, and change control.

Conocimientos

Delivery Leadership

Managed Services

SLA Ownership

ITSM Fluency

English Proficiency

P&L Ownership

Stakeholder Mgmt

Transition Experience

Herramientas

ServiceNow

Jira Service Mgmt

Descripción del empleo

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global client. You will oversee three connected workstreams (L1 triage, L2 specialists, and minor enhancements) and interface with client L3 teams across the US and Colombia, working US Eastern hours.

You will own staffing, budgeting, and client relationships from executive sponsorship to delivery managers. You will be the escalation path above the Project Manager, drive RCA and remediation commitments,