Manager, IT Service Management & GRC Support

Overview 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 LP's 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 windows,and 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 communication,root causeanalysis, and post incidentreporting. Maintain incident managementprocedures, definitions, severity levels, and communication protocols. Ensureincident records are complete,accurate, 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 register,controlscatalog, 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 Required 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 problems,identifyroot 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.). For California, Colorado, and New York applicants, the salary range is $110k - $125k #J-18808-Ljbffr Mortgage Connect LP