Service Delivery Manager - Remote - USA

About FullStack FullStack is your AI-native engineering partner, built to turn AI capability into certainty. Most companies can demo AI; few can get it to production and prove what it produced. We close that gap with three capabilities, AI built into your products from the start, elite vetted talent who apply it, and transparent execution that shows value every step of the way. With now over 600 customers in North America, FullStack is one integrated partner for all your AI engineering needs. With FullStack, you move forward with confidence. Offering life-changing career opportunities to talented software professionals across the Americas. Building highly-skilled software development teams for hundreds of the world’s greatest companies. Having delivered hundreds of successful custom software solutions, which have positively impacted the lives and careers of millions of users. Our 4.1-star rating on GlassDoor. Our client Net Promoter Score of 68, twice the industry average. The Position We are looking for a hands-on, service-minded Delivery Manager to own the enterprise application support and BAU (business-as-usual) enhancement engagement for a global agricultural science client's R&D IT organization. This is not a build-from-zero software program. It is a live operations engagement spanning three connected workstreams: a consolidated Level 1 service desk that acts as the single point of contact for triage, basic troubleshooting, and service requests; domain-aligned Level 2 specialists across six application portfolios who take L1 escalations and drive complex resolution; and a stream of low-risk minor enhancements delivered by that same L2 team alongside the ticket queue. Our teams are folded into the client's existing support model and interface directly with their internal Level 3 engineering, product, and platform teams. You are the escalation path above the Project Manager and the person accountable when a priority-one incident lands, when an SLA is at risk, when a staffing or billing issue arises, or when the client identifies a gap in our delivery. You own the client relationship from executive sponsor and procurement through to tactical application and business unit managers, you own engagement financials and SOW compliance, and you own the people: staffing decisions, coverage, performance, and retention across a team distributed between the United States and Colombia working US Eastern hours. What You'll Be Doing Engagement Vision, Strategy, and Operating Model: Own how this engagement runs. Define and continuously tune the L1 and L2 operating model, queue design, prioritization rules, and the governance that keeps decentralized L2 specialists aligned with the centralized L1 team and with the client's internal L3 teams. SLA and KPI Accountability: Own attainment of contracted response and resolution targets across P1 through P4, first contact resolution, service request turnaround, and BAU delivery metrics including estimation accuracy, on-time delivery, and defect leakage. Own the measurement definitions, the reporting mechanism, and the corrective action plan when a target is missed, including any service credit or penalty exposure. Major Incident and Escalation Command: Act as the escalation path above the Project Manager. Take control of P1 and high-visibility situations, run the communication cadence while the issue is open, and own the root cause analysis and the remediation commitments made back to the client. Staffing, Shift Coverage, and Trade-offs: Make staffing decisions and trade-offs across a distributed team: shift patterns and coverage windows, holiday and vacation planning, on-call rotation, backfill, and ramping new resources without degrading service. Balance ticket-driven operations against the minor enhancement backlog so neither starves the other. Performance Management and Team Health: Own performance management, team satisfaction, HR concerns, and monthly one-on-ones with every team member. Support engagements live on retained context, so managing attrition risk deliberately is part of the job. Engagement P&L and Commercial Governance: Own the engagement's internal financial health under a fixed-fee structure: capacity and utilization against contracted coverage, delivery cost versus margin, backfill and ramp cost, and the effect of attrition or over-servicing on the bottom line. Own commercial-level scope change, risk, issues, and decisions, including the line between contracted minor enhancements and work that requires a separate change order. Weekly Client Service and Progress Review: Run the standing weekly review with the client. Cover what shipped and what was resolved last week, what's planned for the week ahead, SLA and KPI attainment against the SOW, open risks and escalations, staffing changes and coverage, and the enhancement pipeline and its priorities. Give the client advance visibility into upcoming invoicing and any commercial items on the horizon so nothing arrives unannounced. This is a strategic alignment conversation about service, capacity, and direction, not a spend report. Client Relationship and Expectation Management: Own the relationship end to end, from key stakeholder down to tactical manager. Set expectations early, surface delivery gaps before the client raises them, and lead the response, the remediation plan, and the follow-through when the client raises one first. Transition and Knowledge Transfer: Lead a phased knowledge transfer from an outgoing incumbent vendor into a fully operational support team: documentation and runbook capture, shadow and reverse-shadow, ramp gates, and clear exit criteria for each phase against a fixed calendar. Shift-Left and Continuous Service Improvement: Drive the shift-left strategy, moving L2 work down to L1 and L3 work down to L2, through knowledge base development, ticket trend and root cause analysis, and automation. Apply AI-assisted tooling where it measurably reduces handling time, deflects volume, or improves knowledge quality. What We're Looking For 8+ Years in Delivery Leadership, Including Managed Services: Track record as a Delivery Manager, Engagement Manager, or Service Delivery Manager owning an application support, service desk, or managed services engagement, not solely project or product delivery. Contractual SLA Ownership: Direct experience owning SLAs written into a client contract: negotiating targets, defending measurement definitions, reporting attainment, and handling the commercial consequences of a miss. ITSM Operating Fluency: Working command of incident, problem, request, and change management in ServiceNow, Jira Service Management, or equivalent, including P1 through P4 triage, queue and backlog management, major incident process, RCA (root-cause-analysis) discipline, and knowledge management. Dual-Mode Delivery Cadence: Comfortable running a ticket-driven operations queue and a sprint-based enhancement backlog at the same time, with the Agile and Jira fluency to keep both measurable and visible. Distributed and Nearshore Team Leadership: Experience leading teams split across the United States and LATAM, or comparable distributed models, aligned to a client time zone, including shift coverage and cross-cultural people management. Commercial and Financial Ownership: Comfortable owning engagement financials under a fixed-fee structure: capacity and utilization planning, forecast against actual, margin protection, and scope change discipline. Transition and Takeover Experience: Has taken over support scope from an outgoing vendor or an internal team, ideally under a compressed knowledge transfer window with a hard cutover date. Multi-Level Communication: Able to run a budget and progress review with a client sponsor and de-escalate a difficult conversation with a frustrated application owner on the same day, in fluent professional English. Spanish is an advantage for leading Colombia-based team members. Scientific or R&D Application Exposure (Preferred): Familiarity supporting laboratory, genomics, data platform, or other scientific and regulated enterprise applications. Not required, but it shortens ramp time considerably. Cultural Alignment Execution-Minded & Action-Oriented: You thrive in dynamic environments where clarity, speed, and quality execution take priority over rigid operational red tape. Calm Under Pressure: You are the steady voice when a priority-one incident lands at the worst possible moment, and you are the one who follows up the next morning with a written root cause and a plan. Owner, Not Reporter: You treat a missed target as yours before it is anyone else's. You bring the problem and the proposed fix to the client in the same conversation. Relationship-Driven Operator: You understand that a support engagement is earned again every week, and you build the trust that turns a one-year statement of work into a multi-year partnership. Strategic Connector: You naturally see how individual tickets, enhancements, and team tasks connect to the broader business strategy, and you proactively bridge gaps between departments, support tiers, and vendors. Adaptable & Solutions-Driven: You remain composed under changing priorities, bringing structure to ambiguity and turning operational friction into clear, actionable paths forward. Work Authorization Requirements Applicants must be currently authorized to work in the United States on a full-time basis. FullStack will not sponsor applicants for work visas now or in the future. What We Offer Competitive Salary. Paid Time Off (vacation, sick leave, parental leave, and holidays). 100% remote work. The ability to work with leading startups and Fortune 500 companies. Health, dental, and vision insurance. 401(k) w/ 4% match. Ample opportunity for career advancement. Continuing education opportunities. FullStack is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. 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