Assurance Manager

Change Assurance Manager

Permanent – hybrid based in either Edinburgh, Birmingham or Telford with time spent working in the office and at home.

Accountable for governing and coordinating all IT changes across the organisation to minimise disruption to business operations, ensure compliance with policies, and maintain alignment with strategic objectives. The role provides end‑to‑end oversight of the change management process, chairs the Change Advisory Board (CAB), and enforces adherence to ITIL and organisational standards.

• Establish and maintain IT change management policies, processes, and standards.
• Ensure compliance with ITIL framework and internal governance requirements.
• Monitor and report on change success rates, unauthorised changes, and risk mitigation.
• Oversee the end‑to‑end lifecycle of IT changes: request, assessment, approval, implementation, and review.
• Assess and prioritise change requests based on risk, impact, and business value.
• Facilitate post‑implementation reviews and continuous improvement initiatives.
• Chair and manage the Change Advisory Board (CAB) meetings.
• Collaborate with project teams, service owners and business stakeholders to ensure smooth change execution.
• Communicate change impacts, timelines and risks effectively across the organisation.
• Conduct impact assessments and risk evaluations for proposed changes.
• Ensure proper testing and validation before deployment.
• Develop contingency plans for high‑risk changes.
• Produce regular reports on change performance, compliance and trends.
• Track KPIs such as change success rate, emergency changes and incidents related to changes.

• Proven experience as a Change Assurance Manager with an IT Service Operations team.
• Highly experienced in Service Now service management tool.
• Strong understanding of ITIL Change Management principles and frameworks.
• Ability to enforce compliance with organisational change policies and standards.
• ITIL Certified.

• Salary: £55,100 – £65,000 plus an indicative bonus range of 16‑32%.
• Private medical cover.
• 38 days annual leave.
• Excellent pension.
• 12x salary life assurance.
• Career breaks.
• Income protection.
• 3x volunteering days.
• And much more.

We’re Phoenix Group, a long‑term savings and retirement business and a FTSE 100 organisation tackling key issues like transitioning our portfolio to net zero by 2050. We champion DEI and authenticity and are committed to ensuring everyone feels accepted and welcome. If your experience looks different from what we’ve advertised, we’d love to hear from you.

Find out more about our candidate guide and application process:  –