Enterprise Service Manager - ServiceNow

Clifford Chance LLP; Greater London; Sur place; GBP 70 000 - 110 000; Plein temps

Résumé du poste

Clifford Chance LLP is implementing ServiceNow as the HR service delivery platform and digitising employee services across HR and other functions. The role focuses on configuring HR self-service, case management, and knowledge bases, while leveraging AI-assisted routing and proactive support to improve the employee experience.

You will collaborate with HR, IT and global teams to standardise workflows, deliver a unified digital front door, and continually optimise service delivery with data

Qualifications

• Experience delivering ServiceNow applications that support HR or employee service delivery, including self-service portals, case management and knowledge bases.
• Ability to design and implement AI-assisted workflows and agentic handling to replace manual processes.
• Knowledge of Enterprise Service Management and service catalogues across multiple functions.
• Ability to map and redesign business processes and support UAT from requirements to sign-off.

Responsabilités

• Partner with HR to review and redesign processes to maximise digitising workflow.
• Scope and deliver ServiceNow capabilities for HR service delivery including self-service and case management.
• Develop and adopt CCNow as the firm's digital front door and improve employee experience.
• Maintain and evolve the firm's service catalogue with clear definitions, ownership, and SLAs.
• Capture knowledge and enable NowAssist to provide self-service support and proactive handling.
• Identify opportunities to automate handoffs between systems and reduce manual steps.
• Leverage ServiceNow and PowerBI for data-driven insights and improvement.
• Develop a scalable user sentiment mechanism to feedback into service improvements.
• Drive continuous improvement with global delivery awareness and cross-team collaboration.

Connaissances

AI & Automation

Workflow Analysis

Stakeholder Management

Project Management

Commercial Acumen

Business Partnering

Service Excellence

ESM & Service Catalogue

Outils

ServiceNow

NowAssist

PowerBI

Description du poste

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.

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.

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 caneliminate 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.

Qualifications

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