Global Service Delivery Leader – Remote

FullStack; Austin (TX); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive salary

Paid time off

Remote work

Health insurance

401(k) match

Career advancement

Education opportunities

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. You will oversee three streams: L1 service desk, L2 specialists across six portfolios, and minor enhancements, interfacing with internal L3 teams.

You’ll manage client relationships, engagement finances, staffing, and delivery quality, during US Eastern hours, coordinating with US and Colombia teams.

Qualifications

• Delivery leadership in managed services or similar, 8+ years.
• Experience owning SLAs, reporting, and penalties.
• Fluency with ITSM processes (incident, problem, change).
• Experience leading distributed US-LATAM teams.
• Ability to manage engagement P&L and commercial governance.

Responsibilities

• Define engagement operating model and governance for L1/L2.
• Own SLA, KPI attainment and reporting.
• Lead Major Incident and escalation management.
• Staffing, shift coverage, and cross-border planning.
• Manage performance, HR concerns, and 1:1s.
• Oversee engagement P&L and change-order discipline.
• Run weekly client service and progress reviews.
• Lead knowledge transfer from incumbent vendor.
• Drive shift-left and AI-assisted tooling adoption.

Skills

Delivery leadership

SLA ownership

ITSM fluency

Dual-mode cadence

Distributed teams

Commercial ownership

Transition experience

Multi-level communication

R&D/ scientific exposure

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. You will oversee three streams: L1 service desk, L2 specialists across six portfolios, and minor enhancements, interfacing with internal L3 teams.

You’ll manage client relationships, engagement finances, staffing, and delivery quality, during US Eastern hours, coordinating with US and Colombia teams.