Remote Delivery Lead: Global IT Support & SLAs

FullStack; Columbia (SC); On-site; USD 120,000 - 180,000; 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

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 an L1/L2 support structure, interface with client L3 teams, and own executive sponsorship, procurement, and SOW compliance.

You will supervise staffing, coverage, performance, and retention across US-based and Colombia teams, aligned to US Eastern hours, while driving SLA/KPI attainment and commercial governance.

Qualifications

• Delivery leadership experience in a complex managed services engagement.
• Proven ability to own SLAs, define metrics, and drive accountability.
• Experience managing distributed teams across time zones and geographies.

Responsibilities

• Define engagement vision, operating model, and governance for L1/L2 support.
• Own P1 incidents, RCA, and remediation commitments with the client.
• Manage staffing, shift coverage, and budget within a fixed-fee engagement.
• Oversee weekly client reviews, invoicing visibility, and escalation management.
• Lead knowledge transfer and continuous service improvements leveraging AI tooling.

Skills

Delivery Leadership

Managed Services

Stakeholder Management

SLA/KPI Ownership

ITSM

Financial Acumen

People Management

Remote Team Leadership

English Proficiency

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 an L1/L2 support structure, interface with client L3 teams, and own executive sponsorship, procurement, and SOW compliance.

You will supervise staffing, coverage, performance, and retention across US-based and Colombia teams, aligned to US Eastern hours, while driving SLA/KPI attainment and commercial governance.