IT Service Manager - #2164489

Enterprise Service Manager – ServiceNow

Help shape how colleagues access services and support across a global organisation. We’re looking for an Enterprise Service Manager to partner with HR and other business teams, using ServiceNow to make everyday processes simpler, more connected and more responsive.

The opportunity

Our Enterprise Service Management team is building a consistent, employee-focused service experience on ServiceNow. The platform brings services together through a digital front door, with a unified portal, virtual agent and mobile experience.

In this role, you’ll work closely with Global HR and HR application teams to digitise employee services, including self-service, case management and AI-assisted support through Now Assist. You’ll help deliver the initial HR implementation and then continue to improve services by finding opportunities for better workflows, automation and employee experience.

What you’ll do

• Work with HR to review and redesign processes, identifying where workflow, automation and AI can reduce effort and improve outcomes.
• Scope and deliver ServiceNow HR service capabilities, including catalogue items, case workflows and knowledge content.
• Gather requirements, write user stories, coordinate user acceptance testing and ensure solutions reflect how the business needs to operate.
• Help develop and grow the digital front door across the portal, virtual agent and mobile experience.
• Maintain a clear, well-structured service catalogue, with defined ownership, service levels and fulfilment workflows.
• Capture the knowledge colleagues need and configure Now Assist to make it accessible through self-service. Explore how AI and agentic capabilities can handle routine requests from start to finish.
• Identify integration and automation opportunities, including the use of Integration Hub, automated triggers and AI-assisted routing.
• Use ServiceNow data and Power BI to track service levels and employee experience, show progress and guide improvement.
• Build a scalable way to gather employee feedback and turn insight into service improvements.
• Work across business functions to improve operational performance, documenting service enhancements, efficiency gains and cost savings.
• Collaborate across global delivery teams and external partners, taking regional needs and time zones into account.

What you’ll bring

• Experience delivering ServiceNow HR or employee service solutions, including self-service, case management and knowledge management. Workday experience is an advantage.
• Practical experience with AI-enabled service capabilities, such as Now Assist, virtual agents, workflow automation or agentic task handling—or a strong track record identifying where these can replace manual work.
• An understanding of enterprise service management and how to structure services across functions, shared services and employee-facing channels.
• Strong process analysis skills: you can map and redesign workflows, lead requirements gathering, write clear user stories and support UAT through sign-off.
• Experience moving teams from manual or email-based processes to structured, self-service delivery.
• A collaborative approach to working with business teams. You build trust, understand priorities and help shape solutions that work for people as well as the platform.
• Confidence engaging HR leaders and operational stakeholders, explaining technology in terms of business outcomes.
• Experience working across functions such as HR, Finance, Legal or Facilities, and with global teams.
• Strong organisation and project management skills, with the ability to manage competing priorities and deadlines.
• A service-focused mindset, a commitment to continuous improvement and sound judgement about investment and return.