Delivery & Operations Coordinator — Software & SaaS

**Location:** Remote **Engagement:** Part-time Contractor **Initial Commitment:** Approximately 10 hours per week, with opportunity to grow **Reports to:** Company Directors / Technical Leadership ## About the Role We are an Irish software company delivering custom software projects for clients alongside operating our own SaaS products. We are looking for a highly organised and proactive **Delivery & Operations Coordinator** to help run the day-to-day operations of both sides of the business. This is not a traditional administrative VA position, nor do we expect the successful candidate to be a software engineer. The role sits between customers, developers, QA and company leadership and is responsible for making sure work keeps moving. You will coordinate software delivery, maintain project and product backlogs, manage contractors, follow up on outstanding work, coordinate testing and releases, assist with customer support and onboarding, maintain operational documentation, and ensure important issues are surfaced to company leadership. The goal is simple: **at any point, you should know what is being worked on, what is waiting, what is blocked, what customers need, and what needs management attention.** ## Responsibilities ### Software Delivery * Maintain project and product backlogs in our project management systems. * Convert requirements, customer feedback, bugs and meeting notes into clear actionable tasks. * Coordinate work between developers, QA and other contractors. * Track tasks through development, code review, testing and release. * Follow up when work becomes blocked or inactive. * Coordinate QA and ensure completed work has been properly tested before release. * Coordinate software releases and maintain release notes. * Track contractor availability and workload. * Track engineering hours and delivery costs against project budgets. * Provide management with clear visibility into project status, risks and upcoming work. ### Client Projects * Maintain an accurate view of each client's current work, priorities and outstanding requirements. * Prepare agendas and status information for client meetings. * Record decisions and actions arising from meetings. * Follow up with clients when information, approvals or testing are required. * Provide routine project updates to clients. * Identify potential delays, scope changes or budget issues and escalate them appropriately. * Help coordinate project onboarding, delivery and handover. * Ensure client requests do not disappear into email, chat or meeting notes. ### SaaS Products * Coordinate ongoing maintenance and development of our software products. * Maintain bug, improvement and feature-request backlogs. * Monitor customer support requests and ensure issues are followed through to resolution. * Coordinate developers and QA when fixes or product updates are required. * Monitor basic product and customer health metrics. * Maintain awareness of active customers, trials, outstanding support issues and upcoming renewals. * Assist with customer onboarding and routine customer communication. * Maintain CRM records for leads, trials and existing customers. * Coordinate sales follow-ups and demo scheduling. * Collect and organise customer feedback for management to use in product decisions. ### Customer Support * Act as a first point of coordination for routine software support requests. * Gather the information necessary to understand and reproduce reported problems. * Create clear bug reports and assign them through the appropriate delivery process. * Keep customers informed while issues are being investigated. * Coordinate testing and confirm when fixes have been released. * Escalate production-critical, commercial or sensitive customer issues immediately. ### Operations & Documentation * Keep project, customer and product documentation organised and current. * Document repeatable processes as the company develops them. * Maintain internal operating checklists for releases, onboarding, support and project delivery. * Help improve how work flows through the company rather than simply following existing processes. * Maintain visibility of contractor rates, availability, assignments and utilisation. * Assist with scheduling and general operational coordination where required. ## What You Will Own You will be expected to take ownership of the **delivery process**, rather than simply waiting for individual tasks from management. If work is blocked, you should find out why. If a developer is waiting for information, you should help obtain it. If something is ready for testing, you should make sure it reaches QA. If a customer is waiting for an update, you should make sure they receive one. If a project is at risk, you should make sure management knows before it becomes a serious problem. You are **not expected to make major architectural, product strategy, contractual or commercial decisions independently**. Your responsibility is to identify when those decisions are required, gather the relevant information and escalate them to the appropriate person. ## What We're Looking For * Excellent written and spoken English. * Highly organised and dependable. * Comfortable taking ownership without constant supervision. * Strong follow-through: you notice when something has not happened and chase it. * Comfortable communicating professionally with customers and technical teams. * Able to manage several small workstreams simultaneously. * Comfortable working with project management, documentation and communication tools. * Basic understanding of the software development lifecycle. * Able to understand concepts such as bugs, features, releases, QA, staging, production, pull requests and deployments. * Good judgement about when to act independently and when to escalate. * Comfortable working asynchronously with a distributed international team. * Interested in growing into a broader software delivery/operations role. ## Useful Experience Experience in any of the following would be beneficial, but is not required: * Software project coordination * SaaS operations * Technical virtual assistance * Software QA/testing * Customer success * Software customer support * Jira, Linear or similar project-management systems * GitHub or other software-development tools * CRM systems * Coordinating freelance or distributed development teams A software development background is **not required**. Organisation, communication, judgement and the ability to learn technical concepts are more important. ## Working Arrangement The position will initially be approximately **10 hours per week**. The workload will be flexible and largely asynchronous, although some availability during Irish/European business hours will occasionally be required for meetings and coordination. We expect the role to grow as the company's customer base and software portfolio grows. For the right person, there is an opportunity to progress from **Delivery & Operations Coordinator** into a more senior **Delivery Manager / Operations Manager** position with responsibility for coordinating a larger distributed team. ## What Success Looks Like After becoming established in the role, company leadership should be able to ask: **"What is happening across the business?"** and receive a concise picture of: * what each development team is currently working on; * what is blocked or at risk; * what customers are waiting for; * what is awaiting QA or release; * what contractor capacity is available; * how delivery spend is tracking; * what is happening across our SaaS products; * what leads, trials and customer opportunities require follow-up; and * which specific decisions require management involvement. The objective of this role is not simply to complete administrative tasks. It is to **keep the software delivery operation moving and reduce the amount of day-to-day coordination required from company leadership.**