Remote Service Delivery Manager: AI-Driven Ops Lead

FullStack; Soledad; A distancia; COP 282.672.000 - 376.896.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Paid time off

100% remote work

English classes

Food card

Career advancement

Continuing education opportunities

Health policy

Descripción de la vacante

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global R&D IT organization. You will manage a three-stream support model, from Level 1 service desk to Level 2 specialists, interfacing with client L3 teams across the US and Colombia and aligning to client time zones.

You’ll own the client relationship from sponsor to managers, manage staffing and budgeting, and ensure SLA compliance while driving continuous service improvements and

Formación

• 8+ years in delivery leadership roles overseeing application support or managed services.
• Experience owning SLAs, targets, and contractual penalties related to service delivery.
• Solid ITSM capabilities and experience with incident, problem, change management.
• Fluent professional English; Spanish is a plus for LATAM teams.

Responsabilidades

• Own the engagement vision, operating model, queue design, and governance.
• Accountable for P1–P4 SLA targets, first contact resolution, and BAU metrics.
• Lead major incidents, with RCA and remediation commitments to the client.
• Staffing, shift coverage, and cost planning across distributed teams.
• Oversee performance management, attrition risk, and team health.
• Manage engagement P&L, fixed-fee scope, and change control.
• Run weekly client service reviews covering shipping, resolution, and invoicing.

Conocimientos

Delivery leadership

Managed services

ITSM knowledge

English proficiency

Team leadership

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global R&D IT organization. You will manage a three-stream support model, from Level 1 service desk to Level 2 specialists, interfacing with client L3 teams across the US and Colombia and aligning to client time zones.

You’ll own the client relationship from sponsor to managers, manage staffing and budgeting, and ensure SLA compliance while driving continuous service improvements and