Senior IT Service Delivery Manager (Remote & Global)
FullStack
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Benefits offered by this job
Job summary
FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global R&D IT client. You will oversee a three-workstream framework including L1 service desk, L2 specialists, and minor enhancements, coordinating with internal L3 teams.
You will manage client relationships from executive sponsors to tactical managers, own engagement financials, staffing decisions, coverage, and retention across a US/Colombia distributed team, aligned to US Eastern
Qualifications
- 8+ years in delivery leadership or service delivery management.
- Experience owning SLAs and contractual targets.
- Strong ITSM knowledge including incident, problem, change management.
Responsibilities
- Define and tune the L1/L2 operating model and governance.
- Own P1 incidents, escalation and RCA, and client communications.
- Manage staffing, coverage, and cost across distributed US/LatAm teams.
- Oversee engagement P&L, margins, and change governance.
- Lead weekly client reviews on shipped work, risks, and invoicing.
Skills
Tools
Job description
FullStack is seeking a hands-on Delivery Manager to own enterprise application support and BAU enhancements for a global R&D IT client. You will oversee a three-workstream framework including L1 service desk, L2 specialists, and minor enhancements, coordinating with internal L3 teams.
You will manage client relationships from executive sponsors to tactical managers, own engagement financials, staffing decisions, coverage, and retention across a US/Colombia distributed team, aligned to US Eastern
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