Remote Global IT Service Delivery Lead

FullStack; Juneau (AK); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Paid time off

100% remote work

401(k) match

Career advancement

Education opportunities

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global client. You will oversee three workstreams, manage escalation paths, and align with L3 teams to ensure service delivery. This role requires managing staffing, budgets, and client expectations across US and LATAM hours.

The ideal candidate has 8+ years in delivery leadership, strong ITSM fluency, and a proven track record in SLA governance and cross‑functional leadership.

Qualifications

• 8+ years in delivery leadership with managed services.
• Experience owning SLAs and governance with P1–P4 focus.
• Fluent professional English; Spanish is a plus for LATAM teams.

Responsibilities

• Define and tune the L1/L2 operating model and governance.
• Own contracted SLA/KPI targets and reporting across priority levels.
• Act as escalation path for P1 incidents and RCA commitments.
• Manage staffing, shift coverage, and attrition across distributed teams.
• Oversee engagement P&L and commercial governance.
• Lead weekly client service reviews highlighting progress and plans.

Skills

Delivery leadership

SLA ownership

ITSM fluency

Jira Service Management

Distributed teams

Financial acumen

Stakeholder management

Tools

ServiceNow

Jira

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global client. You will oversee three workstreams, manage escalation paths, and align with L3 teams to ensure service delivery. This role requires managing staffing, budgets, and client expectations across US and LATAM hours.

The ideal candidate has 8+ years in delivery leadership, strong ITSM fluency, and a proven track record in SLA governance and cross‑functional leadership.