Remote Service Delivery Lead, Global IT & Support

FullStack; Fort Worth (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Paid time off

100% remote work

Health, dental, and vision insurance

401(k) with 4% match

Career advancement opportunities

Continuing education

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global client. You will manage a three-workstream delivery model, including L1/L2 escalation paths, and interface with client senior sponsors, procurement, and IT teams.

You’ll drive staffing, P&L, and weekly progress reviews, ensuring service targets and contractual commitments are met from the US Eastern hours. You’ll lead a multi-tier team across the US and LATAM, shaping the operating model,

Qualifications

• 8+ years in delivery leadership owning managed services engagements.
• Experience owning SLAs written into client contracts and reporting.
• Fluent professional English; Spanish is a plus for LATAM teams.

Responsibilities

• Own engagement vision, operating model, and governance.
• Own SLA/KPI accountability across P1–P4 and BAU metrics.
• Lead Major Incident and escalation management with root-cause analysis.
• Decide staffing, shift patterns, and coverage for a distributed team.
• Manage performance, HR concerns, and monthly one-on-ones.
• Own Engagement P&L, cost vs margin, and change orders.
• Run weekly client service progress reviews and planning.
• Oversee transition from incumbent vendor with knowledge transfer.
• Drive shift-left and continuous service improvement, including AI tooling.

Skills

Delivery Leadership

SLA Ownership

ITSM Proficiency

Agile & Jira

Distributed Team Leadership

Commercial & Financial Ownership

Transition Experience

Professional English

Scientific/Regulated Apps (Pref)

Tools

ServiceNow

Jira Service Management

Job description

FullStack is seeking a hands-on Delivery Manager to own enterprise application support for a global client. You will manage a three-workstream delivery model, including L1/L2 escalation paths, and interface with client senior sponsors, procurement, and IT teams.

You’ll drive staffing, P&L, and weekly progress reviews, ensuring service targets and contractual commitments are met from the US Eastern hours. You’ll lead a multi-tier team across the US and LATAM, shaping the operating model,