Enterprise Service Manager

Job Description

The Enterprise Service Management team works across the firm to leverage best practice, shared services and technology platforms. We are implementing Service Now 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 collaborates closely with Global HR and HR Application Management to digitise service delivery on CCNow, including employee self‑service, AI‑assisted query handling through Now Assist, 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.

• Workflow & Process Review
  :
  Partner with HR to review and redesign processes to maximise the benefits of digitising workflow. Actively identify where AI, automation and agentic handling can eliminate steps, reduce effort and deliver measurable efficiency gains.
• HR Application Configuration & Delivery
  :
  Scope and deliver Service Now 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 & Now Assist
  :
  Capture the knowledge and operational content that colleagues most frequently need, and configure Now Assist to surface it through self‑service channels. Identify opportunities to extend Now Assist 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 Service Now 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.

• Service Now for HR Service Delivery
  :
  Experience delivering Service Now 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…