Job Description

Who We Are

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.

The Technology Delivery Manager – IT Operations is responsible for leading the successful delivery of IT operational initiatives, ensuring alignment with business goals, and driving continuous improvement across infrastructure, platforms, and services. This role acts as a bridge between technical teams and business stakeholders, managing delivery timelines, resources, and risks while fostering a culture of accountability and operational excellence. Additionally, this role supports the advancement of AI-driven initiatives to enhance operational efficiency and business value.

Duties and Responsibilities

• Program Delivery
  • Lead the planning, execution, and delivery of IT operations initiatives, ensuring they are completed on time and within scope.
  • Support cross-functional teams and coordination including infrastructure, cloud, network, and service management.
  • Develop and maintain detailed delivery roadmaps and status reports.
• Stakeholder Management
  • Collaborate with business units, IT leadership, and vendors to define requirements and ensure alignment with strategic objectives.
  • Communicate delivery progress, risks, and mitigation plans to senior leadership.

• O perational Excellence
  • Drive continuous improvement initiatives across IT operations, focusing on reliability, scalability, and performance.
  • Review and report on KPI’s and metrics for IT Operations including monthly reports on outages, changes and consumption to other tech leaders.
  • Ensure adherence to ITIL practices and governance standards.
  • Mentor and guide delivery leads and project managers within the IT operations domain.
  • Foster a collaborative and high-performance culture.

• Risk & Issue Management
  • Proactively identify delivery risks and issues and implement mitigation strategies.
  • Ensure compliance with security, regulatory, and audit requirements.

Qualifications and Education Requirements:

• Bachelor’s degree or related experience
• 7+ years of experience in IT operations, infrastructure, or service delivery.
• 3+ years in a delivery or program management role within a technology organization.
• Strong understanding of ITIL, Agile, and DevOps methodologies.
• Proven experience managing complex, cross-functional technology initiatives.
• Excellent communication and stakeholder management skills.

Skills, Abilities, and Knowledge:

• Familiarity with IT Operations teams functions such as enterprise monitoring, incident management, and automation tools.
• Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.

• Ability to thrive in a fast-paced, dynamic environment.

• Strong verbal communication skills; strong writing and composition abilities.
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization.
• 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.
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
• Strong project 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 Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

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

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)
  

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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