Global IT Service Delivery Lead - Remote & SLA Expert
FullStack
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Job summary
FullStack seeks an experienced Delivery Manager to own enterprise application support for a global client. You will manage an L1/L2 service model, SLA attainment, and escalation processes, coordinating resources across the US and Colombia with US Eastern hours.
The role emphasizes executive sponsorship, financial governance, and continuous service improvement. You will drive staffing decisions, oversee performance reviews, and ensure alignment with the client’s R&D IT landscape, while
Qualifications
- 8+ years in delivery leadership roles (delivery/engagement manager or service delivery manager).
- Experience owning SLAs, targets, and reporting in client contracts.
- Fluent professional English with ability to manage client sponsor to tactical managers.
- Experience leading distributed teams across time zones (US/LATAM).
- Familiarity with ITSM processes: incident, problem, change, RCA.
Responsibilities
- Define and run the L1/L2 operating model and governance.
- Own P1 incidents, budgets, and engagement-level KPIs and SLAs.
- Lead staffing, shift coverage, and onboarding for a distributed team.
- Manage engagement P&L, fixed-fee scope, and change control.
- Conduct weekly client service reviews and reporting of progress.
Skills
Tools
Job description
FullStack seeks an experienced Delivery Manager to own enterprise application support for a global client. You will manage an L1/L2 service model, SLA attainment, and escalation processes, coordinating resources across the US and Colombia with US Eastern hours.
The role emphasizes executive sponsorship, financial governance, and continuous service improvement. You will drive staffing decisions, oversee performance reviews, and ensure alignment with the client’s R&D IT landscape, while
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