Global IT Service Delivery Manager — SLA & Escalations

FullStack; Salem (OR); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive Salary

PTO

100% Remote

Career advancement

Health/Dental/Vision insurance

401(k) with 4% match

Education opportunities

Job summary

FullStack seeks a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. You will manage three workstreams, own client relationships, and oversee staffing, billing, and SLA compliance across US and Colombia teams working US Eastern hours.

You will drive engagement strategy, governance, and performance metrics, ensuring timely resolutions, cost control, and a strong client partnership while enabling continuous service improvement and transition

Qualifications

• 8+ Years in Delivery Leadership including managed services.
• Direct SLA ownership experience and contractual targets.
• ITSM fluency with incident, problem, request, and change management.
• Ability to run ticket-driven operations and sprint-based backlogs.
• Experience leading distributed/nearshore teams aligned to client time zones.
• Comfort with managing engagement financials and scope changes.
• Experience taking over existing support scopes from vendors or internal teams.
• Fluent professional English; Spanish is a plus for LATAM teams.

Responsibilities

• Own engagement vision, operating model, queue design, and governance.
• Ensure SLA attainment and KPI targets across P1–P4 and BAU metrics.
• Lead Major Incident and escalation command, RCA, and remediation commitments.
• Make staffing decisions and coverage plans across distributed teams.
• Drive performance management and monthly one-on-ones with team members.
• Manage engagement P&L, margin, and change-order decisions.
• Run weekly client service reviews covering deliveries, risks, and invoicing.
• Maintain client relationships from sponsor to tactical manager.
• Lead transition/knowledge transfer and phased ramp of new resources.
• Advance shift-left and continuous service improvement with KB and automation.

Skills

Delivery Leadership

SLA Ownership

ITSM Fluency

Staffing & People Mgmt

Engagement Financials

Multi-Client Stakeholder Management

Transition & Takeover

English Communication

Tools

ServiceNow

Jira Service Management

Job description

FullStack seeks a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. You will manage three workstreams, own client relationships, and oversee staffing, billing, and SLA compliance across US and Colombia teams working US Eastern hours.

You will drive engagement strategy, governance, and performance metrics, ensuring timely resolutions, cost control, and a strong client partnership while enabling continuous service improvement and transition