IT Service Delivery Coordinator

The University of Texas at Austin•Austin, UT

9d•Hybrid

About The Position

The IT Service Delivery Coordinator works within the Advancement Data Operations (ADO) team in the University Development Office at The University of Texas at Austin. Reporting to the Senior Information Technology Manager for the Salesforce and Application Support team, the coordinator plans, sequences, and coordinates work for assigned teams and collaborates with fellow coordinators and team leads across ADO. The role partners with ADO team leads, technical staff, and UDO stakeholders to ensure work is clearly defined, appropriately sized and assigned, and delivered on time under ADO service delivery and work management standards. The position coordinates work intake and readiness, tracks delivery and capacity, facilitates team ceremonies, and supports cross-team planning. It also serves as a point of contact for team questions, coordinates stakeholder communications, prepares reports and dashboards, documents delivery practices, and contributes to continuous improvement. The role is based in Austin, Texas, with hybrid and on-site work as the standard expectation in a shared office environment. The regular schedule is Monday through Friday, 8:00 AM–5:00 PM, with possible additional hours during peak periods and special events. The position is expected to continue and is listed at a salary of $83,000.

Requirements

Bachelor’s degree; relevant education and experience may be substituted as appropriate.
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, such as Jira, ServiceNow, Salesforce Cases, or Smartsheet, 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 understanding appropriate communication for technical and non-technical audiences.
Attention to and appreciation of detail.
Self-directed approach and commitment to working as part of a collaborative team.
Must be eligible to work in the United States on a full-time basis for any employer without sponsorship; the University Development Office does not sponsor work visas.
Regular and consistent attendance is required.

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 Microsoft 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 in ADO work management systems, following established standards.
Review work items for clear descriptions, acceptance criteria, dependencies, and required approvals; return incomplete items to requesters for clarification.
Partner 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 status, ownership, priority, dates, and closure information.
Set up and facilitate sprints or maintain kanban flow, and lead or participate in standups, sprint planning, and retrospectives.
Coordinate and sequence cross-team work with ADO team leads and fellow coordinators, and partner with IT Project Management on project-related efforts.
Serve as the primary contact for questions directed to assigned teams, responding when possible or routing and following up until resolved.
Coordinate communications, including scheduling, distributing notices, gathering stakeholder feedback, and following up on issues raised.
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 and escalate conflicts between planned and unplanned work for decision.
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.
Serve as backup to other ADO coordinators to ensure coverage.
Perform additional duties as assigned.