Service Manager (ServiceNow)

DGH Recruitment Limited; Greater London; Sur place; GBP 70 000 - 100 000; Plein temps

Résumé du poste

DGH Recruitment Limited is seeking a Service Manager (ServiceNow) for our London-based law firm on a permanent basis. You will lead the Enterprise Service Management program, delivering ServiceNow solutions to standardise HR workflows, case management and self-service portals.

You will collaborate with business functions to identify automation opportunities, design service catalogues and SLAs, and support UAT from requirements gathering through to implementation.

Qualifications

• Extensive ServiceNow experience with HRSD/ITSM/ESM.
• Experience delivering automation and digital transformation initiatives.
• Strong stakeholder management and communication skills.

Responsabilités

• Configure and deliver ServiceNow solutions, including HR workflows, case management and self-service portals.
• Identify opportunities for process improvement through AI, automation and digital transformation.
• Develop and maintain service catalogs, SLAs and knowledge management processes.
• Work with stakeholders to gather requirements, support UAT and implement ServiceNow solutions.

Connaissances

ServiceNow

HRSD/ITSM/ESM

Workflow automation

Digital transformation

NowAssist/Virtual Agent/IntegrationHub

Stakeholder management

Business analysis

Communication skills

Description du poste

A fantastic opportunity has arisen for a Service Manager (ServiceNow) to join our London based law firm on a permanent basis.

Summary:

The Enterprise Service Management team is collaborating with business functions across the firm to leverage best practice, shared services and technology platforms. We're implementing ServiceNow as our ESM solution to standardise processes and drive efficiency through AI, agents and automation.

Key Responsibilities:

• Configure and deliver ServiceNow solutions, including HR workflows, case management and self-service portals.
• Identify opportunities for process improvement through AI, automation and digital transformation.
• Develop and maintain service catalogues, SLAs and knowledge management processes.
• Work with stakeholders to gather requirements, support UAT and implement ServiceNow solutions.

Attributes/Skills:

• Strong ServiceNow experience, ideally including HRSD, ITSM and Enterprise Service Management (ESM).
• Experience with workflow automation, process improvement and digital transformation.
• Knowledge of NowAssist, Virtual Agent or Integration Hub is advantageous.
• Strong stakeholder management, business analysis and communication skills.