IT Delivery Operations Coordinator (HCMC, Hanoi)

Job Summary: We’re open for a Delivery Operations Coordinator, who will be responsible for managing the day-to-day flow of planned IT and infrastructure work from Vietnam, giving IT Delivery coverage across all three regions (US, Europe and Asia). This role owns the planned work queue from intake to close, ensuring requests are vetted, sequenced, assigned and tracked, and that status stays visible to stakeholders. Working inside IT alongside the Vietnam DevOps, development and release teams, the Delivery Operations Coordinator runs planned work ceremonies in the Asia time zone, coordinates multi-step projects such as upgrades and migrations, and hands off cleanly to US and Europe colleagues each day.

Essential Functions:

• Own the planned work queue from intake through close, ensuring every ticket has a clear owner, a current stage and a next step.
• Complete first-pass vetting of new requests, confirming the request type, routing it to the right team and ensuring it is ready before it moves forward.
• Apply the team's locking rules, limiting how much work each engineer has committed at once and keeping capacity free for escalations.
• Challenge priority labels, ensuring urgent requests show real business impact before they move ahead of other work.
• Manage the backlog on a set review schedule, keeping items out of the active queue until they are ready.
• Facilitate planned work ceremonies (dispatch, assignment and stalled-work review) for the Asia time zone, and prepare queue updates for US-run ceremonies.
• Coordinate assignments through the Vietnam DevOps and development team leads rather than assigning engineers directly.
• Partner with release and upgrade teams on scheduling, keeping upgrade and migration work moving between releases.
• Provide a daily written handoff to US and Europe colleagues covering what moved, what is blocked and what needs a decision.
• Over-communicate across time zones, ensuring no teammate is left out of a decision that affects their work.
• Track and report weekly on queue health, including volume, aging work, blocked items, on-time delivery and engineer load.
• Build and maintain simple dashboards and status views so leaders can see progress without asking.
• Escalate early, with facts, when something threatens a committed date.
• Keep process guides current, using short written guides and screen recordings, and train the team on changes.
• Test process and tool changes against a written test plan before rollout.
• Ensure all work items are properly closed on completion, updating older tickets by hand where needed.

Project Coordination:

• Turn multi-step requests into a simple plan with scope, tasks, owners, dates and dependencies.
• Track milestones and maintain a running list of risks, issues and decisions for each project.
• Estimate effort using ticket history and engineer input, and compare estimates against actual time.
• Run short status meetings with the Vietnam teams and send written summaries to stakeholders.
• Manage changes to scope or dates openly, stating what changed, why and the impact.
• Prepare project updates for IT leadership to share with account teams; customer-facing updates go through the US delivery team or the account's success manager.

‍The above statements reflect the general duties and responsibilities expected of this role. Specific assignments may vary based on organizational needs.

The most successful candidates for this role will have: 

Key Qualifications:

• B.S. degree in Information Technology, Computer Science, Business, Project Management, or a related field (or equivalent practical experience).
• 4+ years of experience in delivery coordination, IT project coordination, IT operations, or a similar role within an IT or engineering team.
• Working knowledge of project management methods (Agile, Scrum, Kanban, or traditional).
• Familiarity with IT service management practices such as ITIL, including intake, prioritization, escalation, change and release.
• Hands-on experience managing work in a ticketing system such as Jira, ServiceNow, or Azure DevOps.
• Professional English, spoken and written, with the ability to run meetings and write clear status updates for US and European colleagues.
• Experience facilitating meetings with engineers and driving clear decisions.
• Ability to work with data, build reports and explain trends simply.

Preferred Qualifications

• Preferred: project management certification (PMP, CAPM, PRINCE2, PSM, or similar) or ITIL Foundation.
• Preferred: experience with DevOps, cloud infrastructure, or software release teams.
• Preferred: experience working with teams across multiple time zones.
• Preferred: experience building dashboards or simple automations, including with AI tools.

Physical Demands & Working Conditions:
Ability to work in a typical office environment, including prolonged periods of sitting or standing at a desk and working on a computer. Vietnam business hours, plus one early-morning or evening call per week to overlap with the US team, and occasional extra overlap during major releases or escalations. Primarily internal; not client-facing by default.
Location: Vietnam
Department: Information Technology
Reports to: Senior IT Delivery Manager