DirectJobHub
Jobs · Information Technology · Illinois

Technology Change Manager

HUB International · Chicago, IL · 1 mo ago
Information Technology$130k–$155k/yrFull-time

About the role

HUB International is a global insurance and employee benefits broker. We provide a wide range of products and services, including business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management. Our Technology Change Manager role is crucial in supporting our technology change management process.

Responsibilities

  • Own and evolve the operational change management policy, standards, and procedures; socialize, train, and support process participants.

  • Own and maintain the change management workflow in ServiceNow, including fields, approval chains, routing logic, monitoring dashboards, operational reporting, and compliance reporting.

  • Proactively manage blackout periods, scheduling conflicts, and high-risk change windows in coordination with technology and business leaders.

  • Maintain the forward schedule of change, track change volume, approval rates, failure rates, emergency change frequency, and Post Implementation Review completion, and report change health to leadership.

  • Coordinate with incident management when changes are implicated in production issues, ensuring change records are updated, root cause is documented, and control implications are surfaced to Technology Governance.

  • Participate in major incident reviews where change is implicated as a contributing factor.

  • Coordinate with problem management to ensure change-related root causes are documented and addressed.

  • Serve as the accountable owner for all change management ITGC controls, ensuring evidence is systematically produced and audit-ready at all times.

  • Track and document control deficiencies identified through internal reviews or audit findings and own remediation tracking through closure.

  • Report on technology change management ITGC compliance posture, audit findings, and remediation progress to all stakeholders.

  • Contribute to the strategic roadmap for technology change management at HUB, including process maturity, scope expansion, tooling, and alignment with ITIL best practices.

  • Engage with technology domain leads and senior stakeholders across Infrastructure, Applications, Security, Networking, Technology, Finance, HR, and Legal to embed change management standards and drive accountability.

  • Own and train the technology change management training program for HUB TechOps, ensuring all Change Coordinators are trained and operate in compliance with CAB standards and documentation requirements.

  • Champion change management discipline, engaging directly with technology leaders to address adoption gaps and reinforce the value of the governance framework.

  • Develop and own HUB's approach to governing AI-assisted and agentic change workflows, including the frameworks and guardrails needed as these capabilities move from pilot to production.

  • Partner with SMO leadership and HUB's AI team to ensure that change governance keeps pace with the adoption of AI-driven automation across the enterprise.

  • Produce technology change management metrics, trend analyses, and executive reports for Monthly Service Delivery Reviews, Quarterly Management Reviews, and senior leadership audiences.

  • Manage escalations related to change compliance, high-risk changes, audit findings, driving resolution in partnership with technology and business leaders.

  • Coordinate with the Service Desk and key stakeholders to ensure timely awareness of upcoming, approved, and implemented changes, enabling proactive support readiness.

Requirements

  • 5-7 years of experience in IT change management or IT service management, including at least 2 years in a process ownership, program management, or people management role.

  • Demonstrated experience owning and governing a Change Advisory Board process in a complex, multi-domain enterprise environment, including direct accountability for change quality and compliance outcomes.

  • Deep hands-on expertise with ServiceNow Change Management, including reporting, dashboarding, and process configuration.

  • Strong working knowledge of ITSM disciplines and how change management integrates incident, problem, configuration, and release management in an enterprise environment.

  • ITIL 4 Foundation certification required; ITIL 4 Practice Manager: Change strongly preferred.

  • Deep working knowledge of IT General Controls as they relate to change management, with direct experience serving as the primary audit liaison during internal audit engagements.

  • Proven experience building, scaling, or maturing a change management program across a distributed enterprise.

  • Working awareness of AI-assisted or agentic change management concepts and familiarity with ServiceNow AI Control Tower or equivalent AI governance tooling.

  • Excellent facilitation and executive communication skills, with the ability to lead CAB governance discussions and present compliance posture and risk to SMO Leadership and VP-level audiences.

  • Proven ability to drive process adoption and cultural change across a distributed organization, building relationships with technology domain leads and holding teams accountable to governance standards.

  • Proficient in leveraging ServiceNow reporting and dashboarding to produce change analytics that inform leadership decision-making and drive process improvement.

Similar jobs