Global Service Delivery Leader — Remote

FullStack; Pierre (SD); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote work

401(k) match

Health, dental, vision insurance

Career advancement opportunities

Continuing education opportunities

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise IT support for a global client. You will manage L1/L2 support streams, interface with L3 teams, and own executive client relationships across US Eastern hours.

You will drive SLA attainment, incident response, and change governance while balancing staffing, budgets, and commercial outcomes. This is a remote role with a fixed-fee engagement and growth opportunities.

Qualifications

• 8+ years in delivery leadership in managed services.
• Experience owning SLAs and contractual targets.
• ITSM fluency with incident, problem and change management.
• Able to lead distributed teams in US and LATAM.
• Strong commercial ownership and budgeting experience.

Responsibilities

• Define and optimize L1/L2 operating model and governance.
• Own P1 incidents, escalation, RCA and remediation commitments.
• Oversee staffing, shift coverage, backfill, and ramp plans.
• Lead weekly client service reviews and reporting on KPIs.
• Manage transition from incumbent vendor with knowledge transfer.

Skills

Delivery Leadership

Managed Services

SLA Ownership

ITSM Fluency

Distributed Teams

Commercial Ownership

Transition Experience

English Proficiency

R&D Exposure (Preferred)

Tools

ServiceNow

Jira Service Management

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise IT support for a global client. You will manage L1/L2 support streams, interface with L3 teams, and own executive client relationships across US Eastern hours.

You will drive SLA attainment, incident response, and change governance while balancing staffing, budgets, and commercial outcomes. This is a remote role with a fixed-fee engagement and growth opportunities.