Service Manager (ServiceNow)

A fantastic opportunity has arisen for a Service Manager (ServiceNow) to join our London based law firm on a permanent basis.

Summary:

The Enterprise Service Management team is collaborating with business functions across the firm to leverage best practice, shared services and technology platforms. We're implementing ServiceNow as our ESM solution to standardise processes and drive efficiency through AI, agents and automation.

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

Attributes/Skills:

• Strong ServiceNow experience, ideally including HRSD, ITSM and Enterprise Service Management (ESM).
• Experience with workflow automation, process improvement and digital transformation.
• Knowledge of NowAssist, Virtual Agent or Integration Hub is advantageous.
• Strong stakeholder management, business analysis and communication skills.