Remote Delivery Lead: Global IT Support & SLA Strategy

FullStack; Bismarck (ND); 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

Career advancement opportunities

Continuing education opportunities

Job summary

FullStack, a leading AI-native engineering partner, seeks a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global R&D IT org. This role spans a consolidated L1 service desk, L2 domain specialists across six portfolios, and a steady flow of minor enhancements, all integrated with the client’s existing support model.

You’ll own the client relationship from sponsorship to business unit managers, oversee engagement financials, and lead staffing decisions

Qualifications

• Experience leading application support or managed services engagements.
• Ability to own SLAs, measurement definitions, and remediation plans.

Responsibilities

• Define and tune the L1/L2 operating model, queue design, and governance.
• Own P1-P4 incident response, RCA, and remediation commitments to the client.
• Lead staffing, shift coverage, and ramping in a distributed US/Colombia team.
• Manage engagement P&L, capacity, utilization, and change orders.

Skills

Delivery leadership

ITSM ownership

Jira/Jira Service Management

Distributed team leadership

Commercial and financial ownership

Executive stakeholder management

English communication

SLA/KPI management

Transition and knowledge transfer

Tools

ServiceNow

Jira Service Management

Job description

FullStack, a leading AI-native engineering partner, seeks a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global R&D IT org. This role spans a consolidated L1 service desk, L2 domain specialists across six portfolios, and a steady flow of minor enhancements, all integrated with the client’s existing support model.

You’ll own the client relationship from sponsorship to business unit managers, oversee engagement financials, and lead staffing decisions