IT Service Delivery Coordinator

University of Texas at Austin

1d • Hybrid

About The Position

The IT Service Delivery Coordinator reports to the Senior Information Technology Manager for the Salesforce and Application Support team within Advancement Data Operations (ADO) in the University Development Office. The coordinator plans, sequences, and tracks team work and, in partnership with fellow coordinators and team leads, helps coordinate delivery across ADO teams. The role works with team leads, technical staff, and UDO stakeholders to ensure work is clearly defined, appropriately sized and assigned, and delivered on time in accordance with ADO’s service delivery framework and work management standards.

The position coordinates intake and readiness, monitors work through completion, facilitates team delivery practices, and communicates status and workload information to stakeholders and ADO leadership. It also helps align cross-team efforts, supports continuous improvement, and provides backup coverage for other ADO coordinators.

The role is based in Austin, Texas, in a shared office environment, with hybrid and on-site work as the standard expectation. The standard schedule is Monday through Friday, 8:00 AM to 5:00 PM, with additional hours potentially required during peak periods and special events.

Requirements

• Bachelor’s degree.
• Three or more years of professional experience coordinating work for technical teams, such as project or task coordination, service delivery, IT service management, or Agile delivery.
• Demonstrated experience managing work in a work management or ticketing system, including backlogs, boards, workflows, and reporting.
• Ability to determine whether work is sufficiently defined for technical staff and obtain missing information from stakeholders.
• Ability to track, prioritize, and follow through on multiple concurrent work items and deadlines.
• Ability to align work across teams and influence outcomes without direct authority.
• Ability to facilitate meetings such as standups and planning sessions.
• Excellent written, verbal, and visual communication skills, including the ability to communicate appropriately with technical and non-technical audiences.
• Attention to and appreciation of detail.
• Self-directed approach and commitment to working as a member of a collaborative team.
• Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.

Nice To Haves

• Experience in a development or fundraising office, or another higher education environment.
• Experience with IT service management practices, including incident, request, change, and release management; ITIL certification.
• Experience with Agile practices such as Scrum and Kanban; certifications such as CSM, PSM, PMP, or CAPM.
• Experience with Salesforce or other CRM applications.
• Experience with Jira, ServiceNow, or Salesforce Cases.
• Experience with Tableau, Power BI, or advanced MS Excel functionality for reporting.
• Experience with UT Austin and UDO administrative systems, tools, and business processes.
• Strong customer service skills and emotional intelligence.

Responsibilities

• Coordinate intake, readiness, sizing, assignment, and tracking of work for assigned ADO teams in work management systems, following ADO standards.
• Review work items for clear descriptions, acceptance criteria, dependencies, and required approvals; return incomplete items to requesters for clarification.
• Work with team leads and technical staff to size work, balance assignments against capacity, and raise resourcing conflicts and delivery risks to the team manager.
• Monitor work in progress, follow up on blocked, overdue, and stalled items, verify completion, and maintain accurate work item status, ownership, priority, dates, and closure.
• Set up and facilitate sprints or maintain kanban flow as appropriate, and lead or participate in standups, sprint planning, and retrospectives.
• Coordinate cross-team work with ADO team leads and fellow coordinators, and partner with IT Project Management on project-related efforts.
• Serve as the primary point of contact for questions directed to assigned teams, routing questions as needed and following up until resolved.
• Coordinate communications, including scheduling, distributing notices, gathering stakeholder feedback, and following up on issues.
• Prepare and distribute status, workload, and delivery reports and dashboards for stakeholders and ADO leadership; may be trained to produce deployment reports.
• Collaborate with stakeholders to clarify and verify details needed to move work forward.
• Provide capacity and workload information to ADO leaders to support prioritization and escalate conflicts between planned and unplanned work.
• Document team working agreements, definitions of ready and done, and delivery processes; contribute to continuous improvement of ADO service delivery practices.
• Adapt to additional work management and ticketing systems as ADO tools evolve.
• Provide backup coverage for other ADO coordinators.
• Perform additional duties as assigned.

Benefits

• Competitive benefits package that includes insurance and retirement benefits, in addition to other programs and services.
• Professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level