Remote Service Delivery Manager – ITSM & Incident Lead

FullStack

Baton Rouge (LA)

On-site

USD 120,000 - 180,000

Full time

5 days ago

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Benefits offered by this job

100% remote work

Health insurance

401(k) matching

Career advancement

Education opportunities

Paid time off

Job summary

FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global client. You will manage three workstreams: L1 service desk, L2 domain specialists across six portfolios, and minor enhancements while coordinating with client L3 teams.

You’ll be the escalation path above the Project Manager and oversee staffing, SLAs, and financials. You will own client relationships from executive sponsorship to tactical managers, drive staffing decisions,

Qualifications

Experience owning SLAs in a client contract and defending measurement definitions.
Experience leading an enterprise support or managed services engagement.
Proven ability to manage multi-location teams across time zones.

Responsibilities

Define and tune the L1/L2 operating model, queue design, and governance.
Own contracted response/resolution targets across P1–P4 and service metrics.
Act as escalation path above Project Manager for P1 incidents and RCA.
Oversee staffing, coverage, and backfill to maintain service levels without degradation.
Manage engagement P&L, capacity/utilization, and change control within a fixed-fee framework.
Lead weekly client service reviews and align on roadmap, invoicing, and risks.
Drive shift-left initiatives, KB development, and AI-assisted tooling to improve efficiency.