IT Program Delivery Coordinator

Job Title: IT Program Delivery Coordinator


Location: Remote (Must reside in Western Washington; occasional onsite in Seattle, WA)
Duration: Long-term contract role


About the Role:


We are seeking an experienced IT Program Delivery Coordinator to support a Student Systems and Support team responsible for enterprise-level applications. This role is non-managerial and focuses on operational coordination, delivery oversight, and process improvement in partnership with IT leadership.


The team includes analysts, developers, and database administrators managing both vendor platforms and internally developed systems.


Key Responsibilities:

• Coordinate daily IT operations including:
• Incidents, service requests, releases, hotfixes, upgrades, and seasonal processes
• Facilitate daily stand-ups, schedule meetings, and track cross-team dependencies
• Maintain and manage a comprehensive operations calendar (releases, upgrades, UAT cycles, etc.)
• Coordinate:
• Environment setup
• User Acceptance Testing (UAT)
• Regression testing
• Security reviews and production deployments
• Represent the team in change management meetings
• Develop and execute communication plans for system updates and outages
• Translate technical updates into business-friendly language for non-technical stakeholders
• Partner with leadership to:
• Improve operational workflows
• Refine SOPs
• Define SLAs
• Enhance Tier 1 support processes
• Support and optimize ServiceNow workflows and dashboards
• Maintain documentation including:
• SLA docs
• Requirements
• Operational templates

Required Qualifications:

• 5+ years of experience coordinating:
• IT operations, service delivery, or enterprise software projects
• Experience with ServiceNow or similar ITSM tools
• Exposure to Agile/Scrum/Kanban frameworks
• Hands-on experience managing:
• Releases, UAT cycles, and multi-stakeholder coordination
• Strong communication skills (technical non-technical translation)
• Excellent organizational and problem-solving skills
• Experience creating and maintaining process documentation
• Bachelor's degree or equivalent experience

Preferred Qualifications:

• Experience with Student Information Systems (e.g., PowerSchool)
• Background in K-12 education technology or public sector environments
• ServiceNow configuration experience (SPM, CWM modules preferred)
• Certifications such as:
• PMP, PMI-ACP, Certified Scrum, ITIL, Six Sigma
• Technical background in:
• Systems administration or application support
• Experience with:
• Cloud applications
• System migrations
• Enterprise integrations
• Understanding of:
• IT security and compliance
• Vendor coordination
• Technical debt and system sustainability