Remote Senior Global Service Delivery Manager

FullStack; Metropolitana; A distancia; COP 282.672.000 - 439.712.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

English classes

Career advancement

Health policy with Sura

Food card

Continuing education opportunities

Descripción de la vacante

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT environment. You will oversee three workstreams: L1 service desk, L2 specialists across portfolios, and a backlog of minor enhancements, coordinating with client L3 teams.

You will own relationships from executive sponsors to business-unit managers and manage staffing, budgets, and delivery commitments.

Formación

• 8+ Years in Delivery Leadership, including managed services.
• Contractual SLA ownership experience.
• ITSM processes and tools expertise.
• Experience leading distributed teams across time zones.
• Proficient in English; Spanish is an advantage.

Responsabilidades

• Own engagement vision, strategy, and operating model for L1/L2 support.
• Own SLA/KPI attainment, reporting, and corrective actions.
• Act as escalation path above Project Manager for P1 incidents.
• Make staffing, shift coverage, and ramp decisions across a distributed team.
• Oversee engagement P&L, cost, margin, and change management.
• Lead weekly client service and progress reviews with stakeholders.
• Manage client relationship from executive sponsor to managers.
• Lead knowledge transfer from incumbent vendor with clear exit criteria.
• Drive shift-left and continuous service improvement using AI where appropriate.

Conocimientos

Delivery Leadership

SLA Ownership

ITSM Knowledge

Jira Service

Nearshore Leadership

Budget & P&L

Stakeholder Management

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT environment. You will oversee three workstreams: L1 service desk, L2 specialists across portfolios, and a backlog of minor enhancements, coordinating with client L3 teams.

You will own relationships from executive sponsors to business-unit managers and manage staffing, budgets, and delivery commitments.