Enterprise Service Manager - ServiceNow

Job description

The role The Enterprise Service Management team is collaborating with business functions across the firm to leverage best practice, shared services and technology platforms. We are implementing ServiceNow as our ESM solution to standardise processes and drive efficiency through AI, agents and automation. CCNow, our system of engagement, is the firm's digital front door for employees, bringing together a unified portal, virtual agent and mobile experience across all business functions. This role works in close collaboration with Global HR and our HR Application Management to digitise service delivery on CCNow, including employee self-service, AI-assisted query handling through NowAssist, and structured case management. Alongside the initial HR implementation, the role will provide ongoing support, leveraging new opportunities and process mining to continuously improve the services we provide to colleagues. Key responsibilities Workflow & Process Review: Partner with HR to review and redesign processes to maximise the benefits of digitising workflow. This means actively identifying where AI, automation and agentic handling can eliminate steps, reduce effort and deliver measurable efficiency gains . HR Application Configuration & Delivery: Scope and deliver ServiceNow capabilities that support HR service delivery, including self-service catalogue items, case management workflows and knowledge management. Support HR in gathering requirements, managing UAT, and ensuring that what is built reflects how HR wants to operate, not just what the platform can do. Digital Front Door & Employee Experience: Support the development and adoption of CCNow as the firm's unified digital front door. Work with functional leads to bring services into the portal, virtual agent and mobile app, improving the employee experience and reducing avoidable contact with support teams. Service Catalogue: Support the development and maintenance of the firm's service catalogue using a structured model that distinguishes between function-specific services, cross-functional services, and how those services are presented to employees. Ensure HR service items have clear definitions, ownership, SLAs and fulfilment workflows aligned to HR operating procedures. Operational Intelligence & NowAssist: Help capture the knowledge and operational content that colleagues most frequently need, and configure NowAssist to surface it through self-service channels. Identify opportunities to extend NowAssist beyond simple deflection toward proactive, agentic handling of routine requests end-to-end. Integrations & Automation: Seek opportunities to remove inefficiencies within our operating models by connecting systems and automating handoffs between them. Identify where Integration Hub, automated triggers and AI-assisted routing can remove unnecessary manual steps Data Insights: Leverage ServiceNow and PowerBI to enable data-driven insights that facilitate targeted interventions and demonstrate continuous service improvement. Capture both SLA-style metrics and experience-level metrics that reflect what matters to employees. User Sentiment & Feedback: Develop a structured, scalable user sentiment mechanism that captures the voice of the employee and enables teams to respond to experience shortfalls, feeding insight directly into service improvement activity. Continuous Improvement: Work with all teams to facilitate ongoing management of services, identifying inefficiencies and driving systematic improvements to operational performance with documented cost savings and service enhancements. Global Delivery Awareness: Work effectively across the firm's global delivery model, including collaboration with our operational hub teams in Delhi and Warsaw and the Microland outsource partnership, ensuring initiatives are designed with a global-first mindset. Your experience ServiceNow for HR Service Delivery: Experience delivering ServiceNow applications that support HR or employee service delivery, including employee self-service portals, case management, and knowledge bases. Experience of doing this alongside Workday is desirable. AI, Agents & Automation: Practical experience deploying AI-assisted capabilities within ServiceNow or similar platforms, including NowAssist, virtual agent configuration, automated workflow and agentic task handling. Comfortable identifying where AI classification, automation and end-to-end agentic fulfilment can replace manual processes and able to make the case for this clearly to non-technical stakeholders. ESM & Service Catalogue Principles: Understanding of Enterprise Service Management principles and how enterprise service catalogues are structured across multiple business functions, including the distinction between function-specific, cross-functional and user-facing service layers. Experience supporting digital transformation initiatives where AI, automation and platform-driven workflow are central to the delivery model. Workflow & Business Analysis: Demonstrated ability to map and redesign business processes and translate them into ServiceNow workflow applications. Comfortable leading requirements gathering, writing user stories and supporting UAT through to sign-off. Evidence of having moved teams away from manual, email-based ways of working toward structured, self-service delivery models. Partnering with Business Functions: Demonstrated ability to work alongside non-technical business functions as a trusted partner rather than a technology implementer. Able to listen, build relationships, and earn the confidence of functional directors and operational leads before pushing solutions. Proven experience working across global teams and diverse business functions (HR, Finance, Legal, Facilities), including familiarity with cultural and time-zone considerations in service delivery. Stakeholder Management: Strong communication skills and expertise in dealing with people across different business functions, facilitating ESM adoption and ServiceNow onboarding. Specifically comfortable engaging with HR directors and operational leads, translating platform capabilities into outcomes that resonate with a business audience. Organisational & Project Management: Excellent organisational skills and ability to prioritise work across multiple business functions to meet service delivery deadlines. Service Excellence Mindset: Professionalism and flexibility to take on added responsibilities when required, with focus on service-centric delivery and continuous improvement. Commercial Acumen: Able to exercise judgement over investments with a focus on return on investment and realising the efficiencies from the changes we make. Client focus At Clifford Chance, we believe in bringing the client - both internal and external - to the centre of everything we do. To do this we need to understand, anticipate and fulfil the unique needs and expectations of each client. We call this "Client Focus" and to help deliver this core part of our business strategy, we want to recruit people who not only excel in their field but who are also client focused. We are looking for people who: can demonstrate a keen interest and enthusiasm to understand their Stakeholder's priorities; are self-starters but also team players ready to help others and contribute to the overall success; listen, understand, question and deliver; and are reliable and responsive, and worked in an environment of "client first" In short, we are looking for people who are motivated by client satisfaction and who strive to exceed the expectations of their clients. Hybrid working This role follows our 'balanced' hybrid working approach and as long as business needs allow, you will be supported to work in a hybrid way with the expectation of working from the office for a minimum of 50% of your time. What we offer including our broad range of benefits and working environment When you join Clifford Chance, you will have access to a broad range of benefits to support you across many aspects of your personal and professional life including financial, wellbeing, lifestyle, and family friendly benefits. For more information on what we offer specifically in the UK, please visit our What We Offer page on our career site. Equal opportunities At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society. We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment. We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement. Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm. Find out more about our inclusive culture here . Who we are We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise. Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work. Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them. You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams. Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.