Manager Platform Engineering - IT Service Management (ITSM)

About the role

At Newrez, we bring big thinkers and caring doers together to make home happen. We're a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that's why we invest in your growth, wellbeing, and ability to make an impact. Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance. POSITION SUMMARY: The Manager Platform Engineering - IT Service Management (ITSM) is a front-line leader responsible for the execution, operational health, and continuous improvement of IT service management platforms and processes. This role partners closely with Platform Engineering, SRE, Security, and Application teams to ensure ITSM capabilities enable reliable service delivery, safe change, and operational transparency at scale. This role focuses on day-to-day leadership, delivery execution, and platform outcomes across ITSM domains such as Change Enablement, Incident & Problem Management, Asset & Configuration Data (CMDB), and ServiceNow platform operations. The Manager translates enterprise ITSM strategy into operational results while building strong teams, predictable execution, and trusted data. Essential Functions, Duties, and Responsibilities People Leadership & Execution Lead, coach, and develop ITSM engineers, analysts, and platform specialists. Establish clear accountability, priorities, and expectations for ITSM delivery. Foster a culture of ownership, learning, and operational discipline. ITSM Platform & Process Ownership: Own execution for ITSM platforms and workflows, including ServiceNow. Ensure stability, reliability, and performance of ITSM tooling. Drive standardization, automation, and reduction of manual processes. Operational Excellence & Governance : Ensure ITSM processes support reliable production operations and platform engineering needs. Lead operational reviews, metrics, and continuous improvement initiatives. Partner with Change, Incident, Problem, and SRE teams to reduce risk and incident recurrence. Data Quality & Transparency: Ensure accuracy, completeness, and trust in ITSM data including CMDB and asset records. Use metrics and scorecards to drive accountability and informed decision-making. Cross-Functional Partnership: Partner with Platform Engineering, Application Engineering, Security, and IT Operations. Act as a point of coordination between ITSM process owners and engineering teams. Ability to effectively and accurately convey information to others. Performs related duties as assigned by management. Qualifications and Education Requirements: Bachelor's degree in computer science, information Systems or related field. 6-8 years of experience. 1+ year leadership experience. Experience leading ITSM, platform, or operations teams. Strong understanding of ITIL-based practices and modern ITSM platforms. Experience with ServiceNow or comparable ITSM platforms. Skills, Abilities, and Knowledge: Strong execution mindset and operational leadership skills. 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. 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. 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 Inf