Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

The Sr Director - Information Technology is responsible for providing enterprise leadership, governance, and strategic direction for Change Management and the ServiceNow platform. This role operates as a hybrid platform owner and governance leader, accountable for ensuring that technology change across the enterprise is executed safely, predictably, and at scale while maximizing the value of the ServiceNow platform.

This position leads the modernization of change enablement practices, oversees ServiceNow platform strategy and roadmap, and partners closely with infrastructure, application, security, and business leaders to improve service reliability, delivery velocity, and operational outcomes.

Essential Functions, Duties, and Responsibilities

• Provide enterprise leadership for Change Enablement, establishing governance, policy, and operating models.
• Own the strategic direction, roadmap, and value realization of the ServiceNow platform.
• Serve as the executive point of accountability for ITSM Change Management processes.
• Modernize CAB and change governance models through automation and data-driven risk assessment.
• Oversee ServiceNow platform architecture, integrations, and data integrity.
• Partner with Infrastructure, Application, and Security teams to coordinate enterprise change.
• Establish and monitor KPIs related to change success rate, service availability, and automation.
• Manage platform budget, licensing, and vendor relationships.
• Lead and develop teams responsible for Change Enablement and ServiceNow delivery
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree in Information Technology or related field required.
• 10+ years of experience in IT operations, service management, or platform leadership.
• Experience leading enterprise Change Management initiatives.
• Experience owning or governing the ServiceNow platform.

Skills, Abilities, and Knowledge

• Deep knowledge of ITIL Change Enablement and ITSM practices.
• Strong understanding of the ServiceNow platform and modules Strong verbal
• communication skills; strong writing and composition abilities.
• Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
• Strong influencing and negotiation skills; consultative and collaborative work style.
• High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
• Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
• Strong project management and time management capability.
• Self-directed and comfortable working with ambiguity and uncertainty.
• High degree of professional maturity, integrity, ability to maintain confidential data and information.
• High degree of business acumen; strong technical aptitude.
• Strong Microsoft Office skills.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave

• Pet insurance

• Adoption Assistance

• Tuition reimbursement

• Employee Loan Program

• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

Newrez NOW:

• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more

• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice

• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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