Service Delivery Manager (Remote, USA)

About the role

FullStack is seeking a hands‑on, service‑minded Service Delivery Manager to lead enterprise application support and business‑as‑usual (BAU) enhancements for a global agricultural science client’s R&D IT organization. The role is fully remote, operating on US Eastern hours, and involves coordinating a distributed team across the United States and Colombia.

Key responsibilities

• Define and continuously improve the Level 1 and Level 2 operating model, queue design, and prioritization rules.
• Own SLA and KPI performance, ensuring contracted response and resolution targets for incidents P1‑P4, first‑contact resolution, and service‑request turnaround.
• Act as the escalation point above the Project Manager for priority‑one incidents, SLA risks, staffing or billing issues, and delivery gaps.
• Maintain the client relationship from executive sponsor to tactical business unit managers, overseeing financials, SOW compliance, and procurement.
• Make staffing decisions, manage coverage, monitor performance, and drive retention for the US‑Colombia team.

Required profile

• Proven experience managing enterprise‑level service delivery and support operations.
• Strong ability to handle escalations, incident management, and SLA governance.
• Excellent client‑facing skills with responsibility for financial and contractual compliance.
• Experience leading distributed teams and working within US Eastern business hours.

Required skills

What we offer

• Opportunity to work with a leading AI‑native engineering partner serving over 600 North American customers.
• Remote work flexibility.
• Engagement with cutting‑edge AI and software development projects.