Remote Global Service Delivery Manager — SLA & Escalations

FullStack; Centro; Presencial; COP 372.694.000 - 527.983.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% remote work

Competitive salary and benefits

Descripción de la vacante

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global agricultural science client. You’ll oversee L1/L2 support, manage budgets, and align with client IT and business units across the US and Colombia.

You’ll lead SLA/KPI governance, staffing, and cross-functional delivery while optimizing the joint operations model in a fast-paced, remote environment.

Formación

• 8+ years leading delivery engagements (managed services or service delivery).
• Direct SLA ownership experience in client contracts.
• Fluent ITSM practices including incident, request, and change management.
• Ability to balance a ticket-driven queue with a sprint-based backlog.
• Experience leading distributed nearshore or multi-region teams.
• Comfortable managing engagement financials under fixed-fee contracts.

Responsabilidades

• Own Engagement Vision, Strategy, and Operating Model across L1/L2.
• Be the escalation path for P1 incidents; own communications and RCA.
• Oversee staffing, shift coverage, and backfill without impacting service levels.
• Lead performance management, team health, and retention strategies.
• Manage Engagement P&L, commercial governance, and change control.
• Run weekly client reviews, align on priorities, and forecast invoicing.

Conocimientos

Delivery Leadership

SLA ownership

ITSM fluency

Delivery cadence

Distributed leadership

Financial ownership

Transition experience

Executive communication

R&D exposure

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global agricultural science client. You’ll oversee L1/L2 support, manage budgets, and align with client IT and business units across the US and Colombia.

You’ll lead SLA/KPI governance, staffing, and cross-functional delivery while optimizing the joint operations model in a fast-paced, remote environment.