ServiceNow Service Manager – ESM & AI-Driven Delivery

DGH Recruitment Limited; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

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.

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 catalogs, SLAs and knowledge management processes.
• Work with stakeholders to gather requirements, support UAT and implement ServiceNow solutions.

Skills

ServiceNow

HRSD/ITSM/ESM

Workflow automation

Digital transformation

NowAssist/Virtual Agent/IntegrationHub

Stakeholder management

Business analysis

Communication skills

Job description

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.