IT Change Manager

Responsibilities

• Change Management Governance
• Own and operate the IT Change Management framework, policies, and procedures .
• Ensure consistent application of standard, normal and emergency change processes.
• Chair the Change Advisory Boards (CAB) and Emergency CABs (ECAB) as required .
• Ensure changes are properly assessed for risk, impact, dependencies, and regulatory implications before approval.
• Change Control & Risk Management
• Ensure changes do not introduce unacceptable risk to production services, operational resilience, or regulatory compliance.
• Challenge poor ‑ quality change submissions and drive improvements in impact assessment, testing, and rollback planning.
• Monitor emergency and failed changes, ensuring root cause analysis and corrective actions are completed.
• Maintain strong controls over high ‑ risk , business ‑ critical , and customer ‑ impacting changes.
• Third ‑ Party & Internal Change Oversight
• Govern change activity delivered by outsourced or Group infrastructure and application service providers.
• Ensure technical resources comply with internal change processes, lead times, and documentation standards.
• Monitor vendor change quality, success rates, and compliance with contractual obligations.
• Work with regional entity change resources (managers, analysts, and CAB members) to ensure a consistent approach to core change processes and values and resolve issues or conflicts .
• Operational Resilience & Compliance
• Ensure Change Management supports operational resilience principles and aligns with regulatory expectations (e.g. outsourcing, service continuity, auditability).
• Provide evidence, reporting, and support for internal audits, regulatory reviews, and assurance activities.
• Identify and mitigate change ‑ related risks and control gaps.
• Configuration & Release Alignment
• Work closely with Configuration Management to ensure changes are accurately reflected in configuration records and CMDB .
• Coordinate with Release Management to ensure changes are deployed in structured, controlled release cycles where appropriate .
• Maintain visibility of the forward change schedule and manage change conflicts.
• Reporting & Continuous Improvement
• Produce regular change performance reporting, including success rates, failed changes, emergency changes, and trends.
• Analyse change data to drive continual improvement in process maturity, quality, and efficiency.
• Implement improvements to reduce service disruption and improve predictability of change.
• Stakeholder Engagement
• Act as the central point of coordination for change across Infrastructure & Operations.
• Build strong relationships with Service Managers, Architecture, Security, Risk, Compliance, and delivery teams.
• Provide clear communication on change status, governance decisions, and emerging risks.
• Projects
• Howden is evol ving quickly and is i n the midst of several large projects, the Change Manager will need to support projects as Sponsor, Owner , SME or advisor as required .
• Qualifications and Experience:
• Essential
• Proven experience in an IT Change Management role within a complex, regulated organisation.
• Strong understanding of ITIL Change Enablement / Change Management processes.
• Experience operating formal CAB and ECAB governance forums.
• Demonstrable experience managing change in outsourced and multi ‑ vendor environments.
• Strong risk assessment, decision ‑ making , and stakeholder management skills.
• Experience supp

Additional Information

Who are we? Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It's what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden. Role Overview The Change Manager is responsible for governing, controlling, and continuously improving the end ‑ to ‑ end IT Change Management process within a regulated, global insurance environment. The role ensures that all technology changes across Infrastructure & Operations are assessed, authorised, prioritised, and implemented in a controlled manner to minimise risk, disruption, and client impact. Operating within a global , outsourced delivery model, the Change Manager provides oversight of both internal teams and third ‑ party vendors, ensuring adherence to change standards, regulatory expectations, and best practice frameworks. The role plays a critical part in supporting operational resilience, service stability, and regulatory compliance while enabling the business to deploy change safely and effectively.

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