Manager, IT Service Management & GRC Support

Position Summary

The Manager IT Service Management & GRC Supportis responsible foroverseeing the enterprise Change Management and Incident Management programs while providing operational and strategic support to Governance Risk and Compliance (GRC) functions. This role ensures that IT service processesoperateconsistently efficiently and in alignment with Mortgage Connect LPs policies standards regulatory obligations andriskmanagementframework.

The position partners closely with IT leadership application owners business units and the CISO organization to ensure IT changes are controlled incidents are managed effectively and GRC processes are executed with accuracy and integrity.

Key Responsibilities

Change Management Oversight

• Serve as the primary owner of the Change Management lifecycle ensuring adherence to process documentation requirements risk assessment andapprovalworkflows.

• Chair or coordinate Change Advisory Board (CAB) meetings ensuring proposed changes are reviewed approved rejected or rescheduled asappropriate.

• Ensure change records includeaccuraterisk and impact assessments implementation plans communication plans and backout procedures.

• Monitor change conflicts scheduling windowsand changeexecution quality.

• Partner with IT and business stakeholders to drive continuous improvement of the Change Management process.

Incident Management Oversight

• Manage the full lifecycle of IT incidents ensuring rapid triage communication escalation diagnosis and resolution.

• Coordinate major incidentresponse including allhands ondeck events stakeholder communicationroot causeanalysis and post incidentreporting.

• Maintain incident managementprocedures definitions severity levels and communication protocols.

• Ensureincident records are completeaccurate and linked to related changes or problem records.

Governance Risk & Compliance Support

• Support regulatory and client audits by gathering evidence coordinating SME responses and tracking corrective actions.

• Support execution and documentation of IT Risk Assessments including RCSA activities control reviews and issue management.

• Assistwithmaintainingthe corporate GRC platform including risk scenarios risk registercontrolscatalog issues and remediation tracking.

• Assistin drafting updating and socializing IT policies standards and procedures.

Additional Responsibilities

• Support Business Continuity and Disaster Recovery exercises in coordination with BCP/DR stakeholders.

• Assist with IT training activities such as cybersecurity awareness OWASP Top 10 policy training and business continuity instruction.

• Promote a culture of compliance and service excellence across IT operational teams.

• Prepare management reporting and metrics for Change Incident and GRC programs.

Qualifications

• 5 years of experience in IT Service Management (ITSM) Change Management Incident Management or IT Governance.

• Strong understanding ofITILframework and risk/governance principles.

• Experience working with GRC systems andservicemanagementticketing systems.

• Excellent communication and coordination skills especially duringtimesensitiveorhighimpactevents.

• Ability to analyze complex problemsidentifyroot causes and drive remediation.

Preferred

• Experience in financial services mortgage or regulated environments.

• ITIL certification (Foundation or higher).

• Certifications in risk audit or security (CRISC CISA CISSP CGEIT etc.).