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 We Are 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.
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.
