Global Service Delivery Manager — IT & Support

FullStack; Billings (MT); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

100% remote work

Health, dental, and vision insurance

401(k) with 4% match

Paid time off

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global R&D IT organization. You will lead L1/L2 operations, SLA governance, and client relationships, coordinating US and LATAM teams to deliver seamless service.

The role requires 8+ years of delivery leadership, fluency with ITSM processes, and strong collaboration across executive sponsors, procurement, and engineering.

Qualifications

• 8+ years of delivery leadership across managed services or similar.
• Direct experience owning SLAs and contractual targets as part of a client engagement.
• Experience coordinating US-based and LATAM teams in a distributed delivery model.

Responsibilities

• Own engagement vision, operating model, and governance across L1/L2 support streams.
• Oversee SLA/KPI attainment, incident management, and escalation processes.
• Manage staffing, shift coverage, and onboarding for a distributed team.
• Lead weekly client reviews, financial governance, and change control within SOW.

Skills

Delivery leadership

ITSM fluency

Agile / Jira fluency

Distributed nearshore team leadership

English communication

Spanish language advantage

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 lead L1/L2 operations, SLA governance, and client relationships, coordinating US and LATAM teams to deliver seamless service.

The role requires 8+ years of delivery leadership, fluency with ITSM processes, and strong collaboration across executive sponsors, procurement, and engineering.