Technology Change Manager

About this role

ABOUT US At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence. HUB is a global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions The Opportunity

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. Primary Responsibilities

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,

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