Overview:
Position Summary
The Manager, IT Service Management & GRC Support is responsible for overseeing 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 processes operate consistently, efficiently, and in alignment with Mortgage Connect LP’s policies, standards, regulatory obligations, and riskmanagement framework.
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, and approval workflows.
- Chair or coordinate Change Advisory Board (CAB) meetings, ensuring proposed changes are reviewed, approved, rejected, or rescheduled as appropriate.
- Ensure change records include accurate risk and impact assessments, implementation plans, communication plans, and backout procedures.
- Monitor change conflicts, scheduling windows, and change execution 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 incident response, including “all hands on deck” events, stakeholder communication,root cause analysis, and post incident reporting.
- Maintain incident management procedures, definitions, severity levels, and communication protocols.
- Ensure incident 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.
- Assist with maintaining the corporate GRC platform, including risk scenarios, risk register, controls catalog, issues, and remediation tracking.
- Assist in 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 of ITIL framework and risk/governance principles.
- Experience working with GRC systems and servicemanagement ticketing systems.
- Excellent communication and coordination skills, especially during timesensitive or highimpact events.
- Ability to analyze complex problems, identify root 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.).