Remote Service Delivery Lead for Global IT & Support

FullStack; Frankfort (KY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

100% remote work

Competitive salary

Career advancement

Continuing education opportunities

Health, dental, and vision insurance

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global agricultural science client’s R&D IT organization. This role oversees three workstreams: a consolidated Level 1 service desk, domain-aligned Level 2 specialists, and minor enhancements, interfacing with Level 3 engineering and product teams.

You will lead engagement vision, SLAs, staffing, budgets, and weekly client reviews, ensuring value delivery across US and Colombia teams, aligned to US

Qualifications

• 8+ years leading delivery/managed services engagements.
• Experience owning SLAs, targets, and penalties.
• Fluency with incident, problem, request and change management (ITSM).
• Able to run ticket-driven and sprint-based workstreams.
• Experience leading distributed nearshore teams and client time zones.
• Comfort with engagement financials, capacity, utilization and margins.

Responsibilities

• Define and tune the L1/L2 operating model, queue design, and governance.
• Own contracted SLA attainment and KPI reporting; drive corrective actions.
• Act as escalation path above Project Manager; manage P1 incidents and root cause analysis.
• Make staffing decisions, coverage, and shift patterns across a distributed team.
• Lead performance management and monthly one-on-ones with team members.
• Oversee engagement P&L, scope changes, and commercial governance.
• Run weekly client service reviews covering shipments, resolutions, and invoicing visibility.
• Manage client relationships from sponsor to tactical managers.

Skills

Delivery Leadership

Managed Services

SLA Ownership

ITSM Fluency

Jira Service Management

Contract Negotiation

Staffing & Scheduling

Financial Oversight

Tools

ServiceNow

Jira Service Management

Knowledge Management

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global agricultural science client’s R&D IT organization. This role oversees three workstreams: a consolidated Level 1 service desk, domain-aligned Level 2 specialists, and minor enhancements, interfacing with Level 3 engineering and product teams.

You will lead engagement vision, SLAs, staffing, budgets, and weekly client reviews, ensuring value delivery across US and Colombia teams, aligned to US