Global Delivery Manager: SLA-Driven ITSM Leader (Remote)

FullStack; Phoenix (AZ); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Competitive Salary

Paid Time Off

100% remote work

Health, dental, and vision insurance

401(k) with match

Career advancement opportunities

Continuing education opportunities

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU for a global R&D IT organization. This role spans L1 service desk, L2 specialists across six portfolios, and a stream of minor enhancements delivered through the same team.

You will manage executive relationships, engagement P&L, staffing, and metrics, coordinating with US and LATAM teams across US Eastern hours. The position emphasizes governance, incident response, and continuous service improvement

Qualifications

• 8+ years in delivery leadership roles owning application support or managed services.
• Experience owning SLAs written into client contracts and defending measurement definitions.
• Familiarity with incident, problem, request, and change management processes.

Responsibilities

• Define and operate the L1/L2 engagement model including queue design and governance.
• Own SLA/KPI attainment, measurement definitions, reporting, and remediation plans.
• Act as escalation point for P1 incidents and communicate with the client and internal teams.

Skills

Delivery Leadership

SLA/KPI Ownership

ITSM Awareness

Multi-site Leadership

Engagement P&L

Client Relationship

Staffing & Scheduling

Change Management

Tools

ServiceNow

Jira Service Management

Jira

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU for a global R&D IT organization. This role spans L1 service desk, L2 specialists across six portfolios, and a stream of minor enhancements delivered through the same team.

You will manage executive relationships, engagement P&L, staffing, and metrics, coordinating with US and LATAM teams across US Eastern hours. The position emphasizes governance, incident response, and continuous service improvement