Enterprise Service Manager

Overview

In this role you will help shape the firm’s digital HR service delivery through CCNow, ServiceNow HRSD, and AI-enabled automation. You’ll work closely with Global HR to streamline employee self-service, case management, and knowledge management, while driving continuous improvement across a global delivery model. You will enable data-driven insights and a superior employee experience through a unified digital front door and proactive, agent-assisted support. This is a chance to contribute to transformative, cross-functional initiatives in a prestigious, client-focused law firm.

Pay / Benefits

• hybrid working (minimum 50% office)
• broad range of benefits (financial, wellbeing, lifestyle, family-friendly)
• inclusive culture
• career development opportunities

Responsibilities

• Partner with HR to redesign workflows for digitised processes and efficiency gains
• Scope and deliver ServiceNow capabilities for HR service delivery, including self-service, case management, and knowledge bases
• Support CCNow as the digital front door, integrating services into portal, virtual agent, and mobile app
• Develop and maintain the service catalogue with clear definitions, ownership, SLAs, and aligned HR procedures
• Capture knowledge and operational content for NowAssist and extend AI-assisted routing for end-to-end requests
• Identify automation opportunities to remove manual steps via Integration Hub and automated triggers
• Leverage ServiceNow and PowerBI for data-driven insights, including SLA and experience metrics
• Develop a scalable user sentiment mechanism to feed service improvement initiatives
• Drive continuous improvement and cost savings across services
• Collaborate across global delivery hubs and outsource partners with a global-first mindset

Key requirements

• ServiceNow for HR Service Delivery experience (self-service portals, case management, knowledge bases)
• Experience with AI-assisted capabilities in ServiceNow or similar platforms (NowAssist, virtual agent, automated workflows)
• Understanding of ESM principles and enterprise service catalogues across functions
• Workflow mapping, requirements gathering, UAT support, and moving teams to self-service delivery models
• Ability to partner with non-technical business functions and work across global teams (HR, Finance, Legal, Facilities)
• Strong stakeholder management and communication skills for executive-level engagement
• Organisational and project management skills to prioritise across multiple functions
• Service excellence mindset and client-focused service delivery
• Commercial acumen to evaluate investments and ROI

• Stakeholder management
• Communication
• Collaborative mindset
• ServiceNow HR Service Delivery
• NowAssist (AI-assisted support)
• Automation and integration (Automation Hub)

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