Enterprise Service Manager

The role

The Enterprise Service Management team are collaborating with all business functions to leverage best practice, shared services and technology platforms. We are implementing ServiceNow as our enterprise service management solution to standardise processes and drive efficiency across all areas.

Reporting to the Head of Service Design & Transition, this role offers the opportunity to drive enterprise-wide change and make a significant impact on how we deliver services across the firm.

Key responsibilities

• Workflow & Process Review: Collaborating with, and supporting functions across the Firm, to review and help redesign processes to maximise the benefit of digitalising workflow and moving away from manual ways of working such as Outlook, delivering measurable efficiency gains and reduced processing times.

• Scoped Applications: Work with the functions and ServiceNow resources to gather requirements that support their workflow and allow the development of applications that deliver quantifiable business value and enhanced productivity. Support the functions in the testing, delivery and sign-off of these requirements.

• Operational Intelligence: Helping functions identify the operational intelligence and knowledge they need to operate their services.  Work to capture that within ServiceNow and look to leverage AI tools to make that information readily available to teams and colleagues.

• Global Portal & Virtual Agent: Working with functional directors to drive activity towards the Virtual Agent and Global Portal to provide more efficient and readily available services across the organisation.

• Service Catalogue: Contributing to the work to map our internal services; maintaining & developing the service catalogue to ensure comprehensive service portfolio management across all business functions, with clear service definitions and performance metrics.

• Integrations: Seek opportunities to remove inefficiencies within our operating models by connecting systems to remove unnecessary steps & intervention.  Find opportunities to bring increased functionality to the virtual agent and global portal.

• Digital Adoption: Identify options to deploy our digital adoption tools to ensure we are improving the user experience and maximising our return on investment in tools.

• Data Insights: Collaborate with Business Services & Data teams to leverage ServiceNow analytics and reporting capabilities, enabling data-driven insights that facilitate targeted interventions and demonstrate continuous service improvement.

• User Sentiment & Feedback: Work with functions to develop a structured, scalable user sentiment mechanism that allows us to better capture the voice of the customer and respond to the experience shortfalls.

• Continuous Improvement: Working 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.

Your experience

• ESM & Digital Transformation Experience: Understanding of Enterprise Service Management principles and experience supporting digital transformation initiatives, ideally in a partnership environment supporting senior directors across multiple business functions.

• ServiceNow Platform Knowledge: Experience with ServiceNow products & scoped apps.  Including understanding of service catalogues, workflow automation, and cross-functional service delivery.

• Cross-Functional Collaboration: Proven experience working with or managing relationships across global teams and diverse business functions (HR, Finance, Legal, Facilities), including familiarity with cultural and time-zone considerations in service delivery.

• Change Management & Process Digitalisation: Demonstrated ability to help teams transition from manual processes to digital service platforms, with intellectual curiosity and willingness to learn emerging ESM technologies.

• Technical Competence: High level of technical competence on Microsoft Office suite and ServiceNow platform, with willingness to learn other ESM tools and technologies.

• Service Excellence Mindset: Professionalism and flexibility to take on added responsibilities when required, with focus on service-centric delivery and continuous improvement.

• Organisational & Project Management: Excellent organisational skills and ability to prioritise work across multiple business functions to meet service delivery deadlines.

• Stakeholder Management: Strong communication skills and expertise in dealing with people across different business functions, facilitating ESM adoption and ServiceNow onboarding.

• Collaborative Leadership: Proven team player with ability to work on own initiative whilst supporting enterprise-wide service transformation.

• Commercial Acumen: Exercise judgement over investments with a focus on return on investment and how we can realise the efficiencies from the changes we've made.

• Training & Knowledge Transfer: Provide ESM training and knowledge transfer to teams across business functions, ensuring ServiceNow processes and ESM principles are adhered to effectively.

Who we are

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.

Client Focus

At Clifford Chance, we believe in bringing the client - both internal and external - to the centre of everything we do. To do this we need to understand, anticipate and fulfil the unique needs and expectations of each client. We call this "Client Focus" and to help deliver this core part of our business strategy, we want to recruit people who not only excel in their field but who are also client focused.

We are looking for people who:

• can demonstrate a keen interest and enthusiasm to understand their Stakeholder's priorities;
• are self-starters but also team players ready to help others and contribute to the overall success;
• listen, understand, question and deliver; and
• are reliable and responsive, and worked in an environment of "client first"

In short, we are looking for people who are motivated by client satisfaction and who strive to exceed the expectations of their clients.

Hybrid Working

This role follows our 'balanced' hybrid working approach and as long as business needs allow, you will be supported to work in a hybrid way with the expectation of working from the office for a minimum of 50% of your time.

What we offer including our broad range of benefits and working environment

When you join Clifford Chance, you will have access to a broad range of benefits to support you across many aspects of your personal and professional life including financial, wellbeing, lifestyle, and family friendly benefits. For more information on what we offer specifically in the UK, please visit our What We Offer page on our career site. 

Equal Opportunities

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society. 

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age.  This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm.

Find out more about our inclusive culture here

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