IT Delivery Operations Lead

The IT Engagement Coordinator plays a critical role in connecting business demand with IT delivery execution. This role ensures that work flows efficiently from intake through delivery by coordinating across business partners and cross-functional IT teams. The coordinator promotes visibility, alignment, and operational efficiency across the IT/Digital portfolio while supporting consistent, high-quality engagement practices.

Intake Facilitation & Workflow Management

• Serve as the initial point of contact for Digital/IT intake requests, ensuring submissions are clearly defined, categorized, and routed appropriately.
• Coordinate intake activities to ensure efficient progression from request through delivery.
• Ensure intake artifacts are complete, accurate, and actionable.
• Support intake decisions within established governance and prioritization frameworks.
• Facilitate early discovery activities in partnership with Business Analysts (BA) and User Experience (UX) teams to reduce rework.
• Maintain visibility of work across intake and delivery stages for multiple teams.
• Communicate updates on priorities, timelines, and decisions to stakeholders.
• Ensure consistent tracking and resolution of questions, issues, and changes throughout the lifecycle.

Cross-Functional Coordination

• Act as a central coordination point between business partners and delivery teams, including BA, QA, UXD, and development.
• Support delivery readiness by coordinating handoffs and aligning work across teams.
• Identify workflow gaps and help drive alignment across projects, enhancements, and operational work.
• Ensure work remains visible, prioritized, and progressing according to plan.

Metrics, Reporting & Operational Insights

• Track and maintain operational and portfolio metrics (e.g., intake volume, throughput, backlog health).
• Develop reporting views that enhance transparency and support decision-making.
• Identify trends, risks, and constraints, escalating as needed.
• Provide insights to improve prioritization, capacity planning, and delivery performance.

Process Improvement

• Identify inefficiencies in intake and delivery workflows.
• Recommend and support implementation of process improvements that increase consistency and reduce delays.
• Contribute to continuous improvement initiatives across the IT/Digital organization.

AI-Enabled Ways of Working

• Leverage AI-enabled tools to enhance intake clarity, documentation quality, workflow analysis, and reporting.
• Promote practical and responsible use of AI to improve speed, efficiency, and quality of work.
• Support adoption of emerging tools and best practices across teams.

Qualifications

Professional Background

• Bachelor’s degree in Business, Information Technology, or related field (or equivalent experience).
• 2–5 years of experience in IT coordination, delivery operations, intake/workflow management, or a related role.

Skills & Competencies

Relationship & Communication

• Strong ability to build relationships across business and IT stakeholders.
• Clear and effective communicator, able to simplify complex information.
• Skilled in facilitating discussions to clarify scope, priorities, and ownership.

Operational & Analytical Strength

• Highly organized with the ability to manage multiple workstreams simultaneously.
• Strong analytical skills with the ability to interpret metrics and identify bottlenecks.
• Comfortable making intake and workflow decisions within defined frameworks.

Delivery Knowledge

• Solid understanding of SDLC and IT delivery practices.
• Experience supporting intake processes and coordinating workflows.
• Ability to support consistent handoffs and identify gaps in delivery processes.

Pay Range:

• $66,500.00 - $92,000.00

Salary is commensurate to experience, location, etc.

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