Remote Service Delivery Manager ITSM & Ops

FullStack; Soacha; A distancia; COP 282.672.000 - 408.304.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive Salary

Paid Time Off (vacation, sick leave,.'

100% remote work

Opportunity to work with startups and

Health policy with Sura for you and up

English Classes

Food card

Career advancement opportunities

Continuing education opportunities

Descripción de la vacante

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU for a global R&D IT organization. You will manage a three-workstream model with L1 service desk, L2 specialists, and a focus on client relationships, staffing, and commercial governance.

You will lead cross-functional teams across the US and Colombia, ensure SLA adherence, control engagement costs, and drive continuous improvement while interfacing with executive sponsors and procurement.”

Formación

• Experience leading enterprise application support and BAU in a managed services context.
• Experience owning P1 incidents and SLA targets.
• Experience with distributed US-Colombia teams.
• Strong financial governance and engagement P&L.
• Fluent English; Spanish is a plus.

Responsabilidades

• Define and own the Engagement operating model, queue design, and governance across L1/L2.
• Own SLA/KPI targets, measurement definitions, reporting, and action plans.
• Act as escalation path above the Project Manager for P1 incidents and RCA.
• Make staffing and shift decisions across a distributed team.
• Manage performance, HR concerns, and retention for the team.
• Oversee engagement P&L, capacity, utilization, and cost/margin.

Conocimientos

Delivery Leadership

SLA Ownership

ITSM Knowledge

Multi-team Leadership

Financial Acumen

Stakeholder Management

Transition Expertise

English Proficiency

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU for a global R&D IT organization. You will manage a three-workstream model with L1 service desk, L2 specialists, and a focus on client relationships, staffing, and commercial governance.

You will lead cross-functional teams across the US and Colombia, ensure SLA adherence, control engagement costs, and drive continuous improvement while interfacing with executive sponsors and procurement.”