Delivery Manager - Remote SLA Leader for Global IT Ops

FullStack; Santa Fe (NM); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive Salary

Paid Time Off

Remote Work

Top Clients

Health Insurance

401(k) with match

Career Advancement

Continuing Education

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. You will manage three workstreams: L1 service desk, L2 specialists across six portfolios, and minor enhancements, interfacing with internal L3 teams.

You’ll own the client relationship from sponsor to managers, handle engagement financials, staffing, and retention across teams in the US and Colombia, working US Eastern hours.

Qualifications

• 8+ Years in Delivery Leadership: Delivery Manager/Engagement Manager ownership of app support or managed services.
• Contractual SLA Ownership: own targets, definitions and reporting.
• ITSM Operating Fluency: incident/problem/request/change mgmt; familiar with ServiceNow/Jira SA.
• Dual-Mode Delivery Cadence: manage ticket queue and enhancement backlog.
• Distributed and Nearshore Team Leadership: US and LATAM, aligned to client TZ.
• Commercial and Financial Ownership: capacity, utilization, margin, scope changes.
• Transition and Takeover Experience: take over from outgoing vendors with knowledge transfer.
• Multi-Level Communication: fluent English; Spanish helpful for LATAM teams.
• Scientific or R&D Application Exposure (Preferred): familiarity with lab/genomics data apps.

Responsibilities

• Define and tune the L1/L2 operating model and governance.
• Own SLA targets, measurement definitions, and reporting.
• Lead Major Incident and escalation from P1 through remediation.
• Make staffing, shift coverage, and ramp decisions without service impact.
• Oversee performance management and team health, HR concerns.
• Manage engagement P&L, cost vs. margin, and scope changes.
• Run weekly client service reviews; communicate progress and risks.
• Lead transition of knowledge from incumbent vendor.
• Drive shift-left and AI-assisted tooling to reduce handling time.

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. You will manage three workstreams: L1 service desk, L2 specialists across six portfolios, and minor enhancements, interfacing with internal L3 teams.

You’ll own the client relationship from sponsor to managers, handle engagement financials, staffing, and retention across teams in the US and Colombia, working US Eastern hours.