Global Service Delivery Manager — IT Ops & SLA Lead

FullStack; Gainesville (FL); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

100% remote work

Competitive salary

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 and BAU enhancements for a global client. You will manage a three-stream support model, oversee L1/L2 operations, and interface with internal L3 teams.

Accountability spans executive sponsor to procurement, including engagement financials and staffing decisions across the US and Colombia, aligned to US Eastern hours. You will be the escalation path above the Project Manager, drive SLA/KPI attainment, and lead

Qualifications

• 8+ years in delivery leadership roles incl. managed services.
• Contractual SLA ownership and target defense.
• ITSM operating fluency across incident, problem, request and change management.
• Du al-mode delivery cadence with tickets and sprint backlog.
• Distributed/nearshore team leadership with time-zone alignment.
• Commercial and financial ownership of fixed-fee engagements.
• Transition/takeover experience from previous vendors.
• Fluent professional English; Spanish a plus.

Responsibilities

• Own engagement vision, operating model, queue design, and governance.
• Own SLA/KPI attainment and reporting, with corrective actions.
• Act as escalation path above Project Manager and manage major incidents.
• Make staffing decisions and ensure coverage across distributed teams.
• Lead performance management and team health; retain top talent.
• Own engagement P&L, scope change, and commercial governance.
• Run weekly client service and progress reviews; communicate plans.
• Oversee knowledge transfer from incumbents; ensure smooth takeovers.

Skills

Delivery leadership

SLA ownership

ITSM fluency

Agile & Jira

Distributed leadership

Commercial ownership

Transition experience

Executive communication

R&D exposure (pref)

Tools

ServiceNow

Jira Service Management

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global client. You will manage a three-stream support model, oversee L1/L2 operations, and interface with internal L3 teams.

Accountability spans executive sponsor to procurement, including engagement financials and staffing decisions across the US and Colombia, aligned to US Eastern hours. You will be the escalation path above the Project Manager, drive SLA/KPI attainment, and lead