Technology and Operations Senior Service Transformation Manager

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 the 5th largest 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. 

ABOUT THE ROLE

At HUB International, the Technology and Operations’ Service Transformation Lead plays a crucial role in driving HUB’s service improvement initiatives, supporting service design processes, planning and managing transformation activities, and ensuring service providers receive the necessary training and support to drive business value as designed. The Service Transformation Manager partners closely with HUB service owners to develop baseline, status, and improve service offerings, bringing the value of tools, data insights, and user support strategies to the service design.  The Manager will partner closely with our ServiceNow Solution Manager, ServiceNow developers, Vendor Managers, Project Managers, CMDB Administrator, Data and Reporting Analysts, Business Analysts, Knowledge Owners, Learning and Change team members, and Business Partners to ensure services are created, curated, managed, supported, and socialized in an optimal way.  

Primary Responsibilities and Activities

• Develop and execute change management strategies to ensure successful adoption of new service management practices.
• Act as a liaison between the SMO and operational teams, reducing resistance to change and ensuring alignment across departments.
• Monitor the progress of change initiatives and provide feedback and corrective actions as necessary.
• Design and deliver training programs to educate service providers on service management frameworks (e.g., ITIL, COBIT).
• Ensure service providers understand and adopt best practices in service delivery, request handling, and incident management.
• Develop training materials, workshops, and hands-on activities to support ongoing learning.
• Work closely with service architects and designers to align service design with business objectives and operational capabilities.
• Facilitate design workshops with stakeholders to gather input for new services or service improvements.
• Ensure a smooth handover from service design to delivery and operations by coordinating between departments.
• Engage with key stakeholders to ensure buy-in and support for new initiatives and processes.
• Communicate the value of changes in processes, services, and frameworks to service providers and end-users.
• Gather feedback from service providers and end-users to identify challenges in new processes.
• Use data from performance metrics and feedback to optimize training programs and improve service design processes.
• Develop dashboards, reports, and presentations to communicate findings and progress to senior management and service owners.
• Track and report on the return on investment (ROI) for services.
• Convene and manage the CAB meetings to review change requests and make informed decisions on approvals or rejections.
• Conduct post-implementation reviews to assess the effectiveness of changes and identify areas for improvement.
• Maintain comprehensive change management documentation, including change requests, impact assessments, implementation plans, and post-implementation reports.

Primary Contacts

• Cross-functional TechOps Leaders and Team Members
• Service and Application Owners

Job Requirements

Education:  Bachelor’s degree in Business Administration, Information Technology, Organizational Change, or related field.

Experience:

• 3-5 years of experience in change management, service management, or related roles.
• Familiarity with ITIL or ITSM frameworks and their application in service design and delivery.
• Understanding of ServiceNow’s service management tools; ServiceNow capabili