Enterprise Service Manager - ServiceNow/HR Service Delivery

Enterprise Service Manager - ServiceNow/HR Service Delivery

London | Hybrid - minimum 50% office attendance
Permanent | Circa £90,000 + benefits

A leading global law firm is recruiting an Enterprise Service Manager to help transform HR service delivery through ServiceNow.

Working closely with HR and technology teams, you will help deliver an initial HR implementation and drive ongoing improvements to employee self-service, case management, knowledge and automated workflows.

This is an opportunity to shape how employees access support across a global organisation, using AI-assisted services and automation to make processes simpler and more effective.

Responsibilities include:

• Reviewing and redesigning HR processes for digital service delivery.

• Scoping and delivering ServiceNow capabilities covering self-service, case management and knowledge.

• Gathering requirements, writing user stories and supporting UAT.

• Improving employee access to services through portals, virtual agents and mobile channels.

• Developing service catalogue items with clear ownership, service levels and fulfilment workflows.

• Identifying opportunities for AI-assisted support, integrations and automation.

• Using service data and employee feedback to demonstrate measurable improvements.

• Collaborating with stakeholders and delivery teams internationally.

You will bring:

• Experience delivering ServiceNow applications supporting HR or employee services.

• Strong business analysis and process improvement skills.

• Practical experience with AI-assisted services, virtual agents or automated workflows.

• Confidence working with non-technical stakeholders and senior functional leaders.

• Understanding of Enterprise Service Management, service catalogues and continuous improvement.

• Experience working across global teams.

Workday experience would be advantageous.

The role offers circa £90,000 plus benefits, with hybrid working requiring a minimum of 50% office attendance in London.

Please apply with your CV to find out more.