Technology Change Manager

At HUB International, the Technology Change Manager is a process ownership role within the Technology and Operations Service Management Office (SMO), responsible for the operational support, governance, and continuous improvement of HUB's enterprise technology change management process. This role owns the Change Advisory Board (CAB) process end-to-end, supports the organization's IT General Controls compliance posture, and serves as the primary stakeholder for all change governance. As HUB continues to scale, this role is central to meeting the increased demand for cross-domain collaboration, ensuring visibility into the ever more complex change landscape, and preparing for the heightened regulatory and audit scrutiny. This role is built around three core pillars:

Pillar 1: Change Management Process Ownership and Operational Excellence

The Technology Change Manager owns the full enterprise technology change management lifecycle, spanning policy and process design, CAB facilitation, change coordinator development, and enterprise-wide scope expansion. This includes developing deep familiarity with HUB's change data, processes, and systems, enabling the manager to proactively identify and mitigate risk, minimize service impact, and drive adoption of change management standards across all HUB IT functions.

Pillar 2: IT General Controls Adherence

The Technology Change Manager supports HUB's change management control environment by ensuring that change activities comply with established IT General Controls requirements as a matter of standard operating practice. This capability supports HUB's IT General Controls framework and broader regulatory requirements and requires a working knowledge of control frameworks, a proactive approach to identifying gaps, and the ability to engage credibly with Internal Audit and TechOps Leadership.

Pillar 3: Future-Ready Change Management

The Technology Change Manager is responsible for positioning HUB's change management processes to govern an evolving technology environment that increasingly includes AI-assisted and agentic change workflows. This pillar requires strategic awareness of where traditional change governance ends, and AI-driven change begins and the ability to develop the frameworks and guardrails needed to manage that transition.

Change Management Process Ownership

• Maintain and evolve the operational change management policy, standards and procedures; socializes, trains and supports process participants.
• Own the change management workflow in ServiceNow — fields, approval chains, routing logic, monitoring dashboards, operational reporting, and compliance reporting.
• Own and maintain the forward schedule of change, proactively managing blackout periods, scheduling conflicts, and high-risk change windows in coordination with technology and business leaders.
• Monitor change pipeline health, shepherding open changes, overdue approvals, post-implementation review completion, emergency change frequency and change patterns.
• Track change volume, approval rates, failure rates, emergency change frequency, and Post Implementation Review completion, reporting change health to leadership and identifying trends and process improvements for all stakeholders.
• Coordinate with incident management when changes are implicated in production issues — ensure 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

Change Advisory Board (CAB) Ownership

• Own and govern the bi-weekly CAB process, ensuring all Normal Change Requests are reviewed, risk-assessed, and dispositioned by the appropriate approvers in accordance with HUB's Change Management SOP.
• Serve as CAB Chair, setting the standard for change readiness, documentation quality, and stakeholder accountability across all technology domains.
• Govern the Emergency CAB process, ensuring that all emergency changes are appropriately authorized, documented, and reviewed post-implementation.

Compliance and IT General Controls Governance

• Serve as the accountable owner for all change management ITGC controls, understand what each control requires, and ensure evidence is systematically produced and audit-ready at all times.
• Serve as the primary point of contact and subject matter expert for all internal audit engagements related to technology change management controls.
• 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.

Technology Change Strategy and Scope Expansion

• 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.

Training, Adoption, and Change Management Culture

• Own 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.

Future-Ready Change Management and AI Governance

• 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.
• Engage with the ServiceNow AI Control Tower to evaluate how it surfaces, governs, and tracks AI-initiated actions, and define how existing ITGC controls apply in that context.
• 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.

Reporting and Stakeholder Management

• Produce technology change management metrics, trend analyses, and executive reports for Monthly Service Delivery Reviews, Quarterly Management Reviews, and senior leadership audiences.
• Serve as the SMO's primary subject matter expert on change risk, process compliance, and audit readiness, engaging directly with SMO Leadership.
• 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.

• 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.

• Deep understanding of change management control frameworks, including separation of duties, CAB/ECAB governance, and post-implementation validation in a regulated environment.
• Proven ability to own and continuously improve a compliance-critical process, balancing governance rigor with operational practicality across a large, distributed organization.
• Strong understanding of audit evidence standards, with the ability to maintain a continuous audit-ready posture.
• Strategic awareness of AI-driven and agentic change workflows, with the ability to evaluate emerging governance requirements and translate them into practical policy and process changes.
• 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.

JOIN OUR TEAM

Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.

The expected salary range for this position is $ 130,000 to $155,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HAS and 401(k) accounts, paid-time-off benefits such as vacation, sick, personal, floating holidays and company holidays. In addition, eligible annual bonuses, equity and commissions may be available for some positions.  

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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