Enterprise Service Manager - ServiceNow

Overview

In this role you help shape the firm’s HR service delivery through CCNow, a unified employee portal and AI-assisted support. You’ll partner with Global HR to digitise processes, implement ServiceNow capabilities, and improve the employee experience at scale. You drive process optimisation, automation, and data-driven improvements across a global delivery model. This is a chance to contribute to a strategic, firm-wide digital transformation in a collaborative, client-focused environment.

Pay / Benefits

• hybrid working
• broad range of benefits including financial, wellbeing, lifestyle and family-friendly options

Responsibilities

• Partner with HR to review and redesign processes to maximise digitisation benefits, leveraging AI, automation and agentic handling
• Scope and deliver ServiceNow HR capabilities (self-service, case management, knowledge) and support UAT
• Support CCNow development and adoption (portal, virtual agent, mobile app) to improve employee experience
• Develop and maintain the service catalogue with clear definitions, ownership and SLAs aligned to HR procedures
• Capture knowledge and configure NowAssist to surface it via self-service channels, expanding beyond deflection to proactive handling
• Identify integration and automation opportunities to streamline handoffs and reduce manual steps using Integration Hub and automation
• Use ServiceNow and PowerBI to generate data insights and measurable service improvements (SLAs and experience metrics)
• Develop a scalable user sentiment mechanism feeding service improvement activities
• Drive continuous improvement across teams and align initiatives with a global-first delivery model (Delhi, Warsaw, Microland)

Key requirements

• ServiceNow for HR Service Delivery experience (self-service, case management, knowledge)
• Experience deploying AI-assisted capabilities in ServiceNow or similar platforms (NowAssist, virtual agent, automated workflows)
• Understanding of enterprise service management and service catalogue principles across functions
• Process mapping, requirements gathering, UAT support, and translating needs into ServiceNow workflows
• Ability to partner with non-technical business functions and work across global teams
• Strong stakeholder management and communication skills, especially with HR directors and operations leads
• Organisational and project management skills for multi-function delivery
• Commercial acumen to assess ROI and cost savings from improvements

• client focus
• collaborative mindset
• strong communication
• ServiceNow HR Service Delivery
• NowAssist / AI-assisted automation
• Process mining / data insights

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