Enterprise Service Manager - ServiceNow

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.

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 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 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 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.

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 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…