Remote Service Delivery Manager — Global IT & SLA Leader

FullStack

Pereira

A distancia

COP 279.738.000 - 404.066.000

Jornada completa

14 días+

Generador de candidaturas

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Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Remote work

Health policy

English classes

Food card

Career advancement

Continuing education opportunities

Descripción de la vacante

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global agricultural science client. You will manage a three-workstream model including L1 service desk, L2 domain specialists, and L2 minor enhancements, interfacing with L3 teams.

You own engagement P&L, staffing, and client relationships from sponsor to site managers. You’ll lead weekly reviews, enforce SLAs, drive continuous service improvement, and ensure delivery against contracted scope while

Formación

8+ years in delivery leadership including managed services.
Direct experience owning SLAs written into client contracts.
ITSM operating fluency with incident, problem, request and change management.

Responsabilidades

Define and lead engagement vision, strategy, and operating model for L1/L2 support.
Own SLA/KPI accountability and incident management for P1–P4.
Serve as escalation path above Project Manager and manage major incidents.
Oversee staffing, shift coverage, and cross-border team management.
Drive performance management, attrition risk, and HR concerns.
Own engagement P&L, commercial governance, and change control.
Lead weekly client service and progress reviews.
Manage client relationships from executive sponsors to end-users.
Lead knowledge transfer and transition from legacy vendors.
Drive shift-left and continuous service improvement with AI support.