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Freedom Mortgage Vice President - IT Service Management (ITIL, ITSM) in Marlton, New Jersey

Vice President - IT Service Management (ITIL, ITSM)

  • Job ID:9089

  • Functional Area:Information Technology

  • Employment Type:Full Time

  • Location:Marlton, NJ

  • Department:IT Tech Services Admin

  • Relocation Provided:No

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Position Description:

Reporting to the SVP of Technology Operations, the VP of Service Management will be responsible for the management of the Change, Problem, Release and Incident Management functions at Freedom Mortgage. The role will focus on managing these functions with a goal of creating a cycle of continuous improvement in the way we operate technology at Freedom Mortgage. In addition, the role will be responsible for tracking the organizations key metrics (OKRs) and producing monthly operating reviews for senior management. The role will also oversee and influence the service management tools at Freedom.

In this role you will be expected to manage a team across multiple disciplines to ensure that the firm is following best practices when it comes to our service management functions. This includes ensuring that we have effective problem, change and incident processes. In this role you will be directly responsible for the Problem Management and Change Management functions. You will also be responsible for the oversight and governance of the incident management process. In addition, you will implement and track key metrics for all these functions. This will include creating a monthly operating review that will track performance across various IT Operations areas.

The Service Management team will also be expected to foster an environment of continuous improvement within the organization. This role requires that you establish and manage expectations within the business and technology teams and drive your team to achieve those expectations to a high standard. In addition, you will be responsible for improving, optimizing, standardizing, and streamlining technology operations processes that will yield improvements to the customer experience. You will also be expected to develop and implement a service offering catalog and you will leverage your leadership and management competencies to continually enhance the customer experience though continuous service improvement.

Essential Job Functions:

  • Act as the Leader for all Freedom Mortgage Service Delivery functions, including Change Management, Problem Management and Incident Management.

  • Lead or participate in weekly change management (CAB) meetings to support both infrastructure and application changes at Freedom Mortgage

  • Implement and oversee the Problem Management function at Freedom Mortgage

  • Provide governance and process oversight for the incident management function

  • Implement OKR’s (Objectives and Key Results) for the Problem, Change and Incident functions

  • Create and maintain a monthly Operating Review for all Technology Operations

  • Create a mindset of continuous improvement within your team in order to drive down repeat issues in the environment

  • Presenting weekly and monthly Problem, Change and Incident Management data to Leadership team, concisely and effectively

  • Ensuring that all IT Teams follow our service management processed

  • Working with key business partners to ensure their engagement

  • Define and implement a Release Management function for Freedom Mortgage

  • Provide leadership and oversight for the Service Now implementation at Freedom Mortgage

  • Strong cross technology background in areas such as network, distributed, end user and application development

  • Ability to lead and create high performing teams in a matrixed environment

  • Experience running the problem, change and incident functions at scale

  • Advanced knowledge in Incident, Change, and Problem Management (ITIL)

  • Ability to work in a dynamic and fast paced environment

  • Above average problem solving and analytical skills

  • Excellent communication (both verbal and written). The ability to communicate confidently and clearly to all levels of the organization

  • Strong organizational skills and the ability to effectively manage multiple tasks simultaneously.

  • Client focus and ownership - displays initiative and a proactive approach to work.

  • Knowledge of industry standard toolsets for (incident, problem and change)

  • Possesses working knowledge of general project management practices and methodologies, including Agile

  • Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented.


  • 10 plus years of experience in Service Delivery, Problem Management or Incident Management

  • 5 plus years of management experience

  • Prior Mortgage Banking or Financial Services experience is highly desired

  • Bachelor’s degree or equivalent experience

  • MBA a plus.


Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since grown into one of the largest and fastest-growing privately owned full-service residential lenders in the USA. Licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands, Freedom Mortgage has over 5000 employees nationwide, proudly servicing $225.6 billion, and is still growing.

Our mission is to foster homeownership in America. Freedom is a leader in VA mortgage lending and is one of the mortgage industry’s largest philanthropic supporters of the USO and military families through its Team Freedom Cares philanthropic arm.

Locations include suburban Philadelphia and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers countrywide, including these desirable markets: Beaverton , OR; Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.

If you seek a sense of community, top training, opportunity for advancement, a comprehensive benefits package and reward and recognition program, look no further.

Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767

Equal Opportunity Employer- Minorities/Females/Disabled/Veterans