Global IT Service Delivery Leader (Remote)

FullStack; Charleston (SC); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Remote work

Health, dental, and vision insurance

401(k) with 4% match

Career advancement opportunities

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global client. You will run a live operations engagement spanning L1 service desk, L2 domain specialists, and minor enhancements, interfacing with internal L3 teams and client leadership.

You will own executive sponsorship, procurement, and engagement financials, plus staffing, coverage, and retention across US and Colombia teams.

Qualifications

• 8+ years in delivery leadership with managed services experience.
• Direct SLA ownership and contractual accountability.
• Experienced in ITSM, incident, problem, and change management.

Responsibilities

• Define and own the engagement operating model across L1/L2 teams.
• Accountable for P1–P4 incidents, SLAs, and service delivery metrics.
• Lead staffing, shift coverage, and retention across distributed US/Colombia teams.
• Manage engagement P&L, cost, margin, and change governance.
• Run weekly client service reviews and align on priorities.

Skills

Delivery leadership

Managed services

SLA ownership

ITSM

ServiceNow

Jira Service Management

Tools

ServiceNow

Jira Service Management

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global client. You will run a live operations engagement spanning L1 service desk, L2 domain specialists, and minor enhancements, interfacing with internal L3 teams and client leadership.

You will own executive sponsorship, procurement, and engagement financials, plus staffing, coverage, and retention across US and Colombia teams.