Remote Senior IT Service Delivery Manager

FullStack; Lansing (MI); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive Salary

Paid Time Off

100% remote work

Work with startups and Fortune 500s

Health, dental, and vision insurance

401(k) with 4% match

Career advancement opportunities

Continuing education opportunities

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global agricultural science client. You will oversee three workstreams: a consolidated L1 service desk, L2 domain specialists across six portfolios, and minor enhancements, interfacing with L3 engineering and product teams.

You will manage client relationships, SLA performance, staffing, budgeting, and weekly reviews while ensuring alignment with the SOW and driving continuous service improvements with

Qualifications

• 8+ years of delivery leadership owning application support, service desk, or managed services engagements.
• Direct experience owning SLAs written into client contracts and defending measurement definitions.
• Familiarity with incident, problem, request, and change management in ITSM tools.
• Comfortable running both ticket-driven operations and a sprint-based enhancement backlog.

Responsibilities

• Own engagement vision, operating model, queue design, and governance for L1/L2 teams.
• Lead SLA/KPI accountability across P1–P4, including first contact resolution and delivery metrics.
• Act as escalation path above the Project Manager for priority incidents and RCA commitments.
• Make staffing, shift coverage, and cost decisions to balance ticket operations with enhancements.
• Lead weekly client reviews, manage engagement P&L, and drive continuous service improvements.

Skills

Delivery Leadership

SLA Ownership

ITSM Fluency

Agile/Jira

Distributed Teams

Financial Ownership

Vendor Handoff

Executive English

Tools

ServiceNow

Jira Service Management

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global agricultural science client. You will oversee three workstreams: a consolidated L1 service desk, L2 domain specialists across six portfolios, and minor enhancements, interfacing with L3 engineering and product teams.

You will manage client relationships, SLA performance, staffing, budgeting, and weekly reviews while ensuring alignment with the SOW and driving continuous service improvements with