Global Service Delivery Manager - IT Support & SLA

FullStack; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive Salary

100% remote work

Health, dental, and vision insurance

401(k) with 4% match

Paid Time Off

Career advancement opportunities

Continuing education opportunities

Job summary

FullStack is hiring a hands-on Delivery Manager to own enterprise application support for a global client. You will oversee L1/L2 operations, incident response, and BAU enhancements across three workstreams, interfacing with client L3 teams.

The role requires executive sponsorship to business-unit management engagement, staffing decisions, and SOW compliance. You will manage engagement profitability, performance, and risk across US Eastern hours, with a distributed team in the United States and

Qualifications

• 8+ Years in Delivery Leadership owning application support or managed services.
• Experience owning SLAs written into a client contract and defending targets.
• Proficient in ITSM processes: incident, problem, request, change.
• Able to run both ticket-driven and sprint-based backlogs.
• Experience leading distributed teams across time zones (US/LATAM).
• Commercial ownership of engagement cost, margin, and scope changes.
• Experience taking over from an outgoing vendor or team.
• Excellent English communication; Spanish an advantage for LATAM teams.
• Familiarity with scientific or R&D applications is a plus.

Responsibilities

• Define the engagement operating model for L1 and L2 support.
• Own P1–P4 incidents, RCA, and remediation commitments.
• Manage staffing, shift coverage, and ramping of resources.
• Oversee engagement P&L, utilization, and change control.
• Lead weekly client reviews and align on budgets and priorities.

Skills

Delivery leadership

Client relationship

English fluency

Commercial & financial ownership

Multi-team leadership

Tools

ServiceNow

Jira Service Management

Jira

Job description

FullStack is hiring a hands-on Delivery Manager to own enterprise application support for a global client. You will oversee L1/L2 operations, incident response, and BAU enhancements across three workstreams, interfacing with client L3 teams.

The role requires executive sponsorship to business-unit management engagement, staffing decisions, and SOW compliance. You will manage engagement profitability, performance, and risk across US Eastern hours, with a distributed team in the United States and