Remote Service Delivery Lead: SLA & Incidents

FullStack; Dover (DE); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

401(k) match

Paid time off

Career advancement

Education opportunities

Health insurance

Job summary

FullStack is seeking a Delivery Manager to own enterprise support and BAU enhancements for a global R&D IT client. The role spans L1/L2 support, SLA governance, budgeting, and client relationship management across teams in the US and Colombia, aligned to US Eastern hours.

You will manage staffing, performance, and delivery of minor enhancements while interfacing with Level 3 engineers and product teams. Strong English and nearshore coordination are essential.

Qualifications

• 8+ years leading delivery engagements or managed services.
• Experience owning SLAs and reporting.
• Familiarity with incident, problem, and change management.

Responsibilities

• Own engagement vision, operating model, and governance.
• Manage SLAs, KPIs, and reporting; drive improvements.
• Lead major incidents, RCAs, and remediation commitments.
• Oversee staffing, shift coverage, and cost management.
• Run weekly client reviews and align on roadmap and invoicing.

Skills

Delivery leadership

Managed services

SLA ownership

ITSM

Team leadership

Stakeholder mgmt

English fluency

Tools

ServiceNow

Jira

Job description

FullStack is seeking a Delivery Manager to own enterprise support and BAU enhancements for a global R&D IT client. The role spans L1/L2 support, SLA governance, budgeting, and client relationship management across teams in the US and Colombia, aligned to US Eastern hours.

You will manage staffing, performance, and delivery of minor enhancements while interfacing with Level 3 engineers and product teams. Strong English and nearshore coordination are essential.