Remote ITSM Delivery Manager — Global Ops

FullStack; Jackson (MS); 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

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global agricultural science R&D IT organization. You will lead three workstreams: L1 service desk, L2 specialists, and minor enhancements, interfacing with L3 teams.

You will own the client relationship, engagement P&L, staffing, performance, and weekly reviews, with teams across the United States and Colombia delivering on US Eastern hours.

Qualifications

• 8+ years in Delivery Leadership or similar roles owning managed services engagements.
• Experience with SLAs, KPIs, and financial governance in client contracts.
• Exposure to laboratory, genomics, data platforms or regulated enterprise apps is a plus.

Responsibilities

• Own engagement vision, operating model, and governance across L1/L2 teams.
• Drive major incident management, RCA, and remediation commitments.
• Lead staffing, shift coverage, and cost planning within a fixed-fee engagement.
• Oversee weekly client reviews, invoicing visibility, and commercial risk.

Skills

Delivery leadership

SLA ownership

ITSM

ServiceNow/Jira

Stakeholder management

English communication

Budget/finance

Tools

ServiceNow

Jira Service Management

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global agricultural science R&D IT organization. You will lead three workstreams: L1 service desk, L2 specialists, and minor enhancements, interfacing with L3 teams.

You will own the client relationship, engagement P&L, staffing, performance, and weekly reviews, with teams across the United States and Colombia delivering on US Eastern hours.