Global IT Service Delivery Manager

FullStack; Madison (WI); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive Salary

Paid Time Off

100% remote work

Health, dental, and vision insurance

401(k) with 4% match

Career advancement

Continuing education opportunities

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. This role spans three connected workstreams: L1 service desk, L2 specialists, and a backlog of minor enhancements, integrated with the client’s existing support model.

You will own the client relationship from executive sponsor to line managers, manage engagement P&L and SOW compliance, supervise staffing, coverage, and retention, and lead weekly service reviews to align

Qualifications

• 8+ years in delivery leadership roles owning an application support or managed services engagement.
• Experience owning SLAs written into a client contract.
• Working knowledge of ITSM tools such as ServiceNow or Jira Service Management.
• Ability to balance a ticket-driven queue with a sprint-based enhancement backlog.
• Experience leading distributed teams across the US and LATAM.
• Commercial and financial ownership of fixed-fee engagements.
• Experience transitioning support from an outgoing vendor.
• Strong professional English; Spanish is a plus.

Responsibilities

• Define and tune the L1/L2 operating model, queue design, prioritization rules, and governance.
• Own SLA/KPI targets across P1–P4 and reporting mechanisms.
• Act as escalation path above the Project Manager and manage high-visibility incidents.
• Make staffing decisions for distributed teams and plan coverage.
• Own performance management and attrition risk across the team.
• Manage engagement financials, scope changes, and risk.
• Lead weekly client service and progress reviews and invoicing visibility.
• Oversee knowledge transfer and transition from incumbents.
• Drive shift-left initiatives and AI-assisted tooling.

Skills

Delivery Leadership

SLA Ownership

ITSM

Team Leadership

Engagement P&L

Stakeholder Management

English Proficiency

Nearshore/Distributed Teams

Tools

ServiceNow

Jira Service Management

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. This role spans three connected workstreams: L1 service desk, L2 specialists, and a backlog of minor enhancements, integrated with the client’s existing support model.

You will own the client relationship from executive sponsor to line managers, manage engagement P&L and SOW compliance, supervise staffing, coverage, and retention, and lead weekly service reviews to align