Enterprise Service Manager - Knowledge

As a global law firm, our work spans jurisdictions, cultures, and languages – and so do our people. Our culture is collaborative and inclusive — where diverse perspectives are recognised and valued. Where performing to your highest ability unlocks equal access to opportunities to learn, thrive, and grow. We combine deep legal expertise and commercial intelligence to grow, transform, protect, and defend our clients' businesses across every critical moment.

The Enterprise Service Management team collaborates 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 and Transition, this role will focus on embedding curated business professional knowledge into ServiceNow. Managed content will enhance service delivery through greater operational rigour, faster onboarding, and enable AI to respond to routine queries, significantly reducing time and effort across all functions currently spent on repetitive tasks.

Who you will work with:

• Service Management Team
• Wider IT Team
• Business Users of Custom Applications

What you will be responsible for:

• Work with functions to identify the operational intelligence and knowledge they need to operate their services.
• Work with the knowledge management team to capture and maintain the identified operational intelligence within ServiceNow and leverage AI tools to make the information readily available to teams and colleagues.
• Monitor and analyse the usage of operational intelligence, identifying gaps and opportunities for improvement.

Data Insights:

• Collaborate with Business Professional & Data teams to leverage ServiceNow analytics and reporting capabilities, enabling data-driven insights into the Firm's use of operational intelligence that facilitate targeted interventions and demonstrate continuous service improvement.

What you will do:

• Engage with functional teams to gather and refine operational knowledge requirements.
• Integrate and maintain operational intelligence within ServiceNow, using AI tools to enhance accessibility.
• Analyse usage patterns of operational intelligence and identify areas for enhancement.

How we will support you:

From your first day with us, you will have varied opportunities to continuously grow and develop your skills and knowledge through formal training, informal coaching, mentoring, skills-based and technical training, and on-the-job learning.

Qualifications:

• Understanding of Enterprise Service Management principles and experience supporting digital transformation initiatives, ideally in a partnership environment.
• Experience with ServiceNow products & scoped apps, particularly an understanding of the knowledge management module and how workflow and AI tools can help.
• Proven experience working with or managing relationships across global teams and diverse business functions.
• Demonstrated ability to help teams transition from manual processes to digital service platforms.
• High level of technical competence on Microsoft Office suite and ServiceNow platform.
• Professionalism and flexibility to take on added responsibilities when required.
• Excellent organisational skills and ability to prioritise work across multiple business functions.
• Strong communication skills and expertise in dealing with people across different business functions.
• Proven team player with ability to work on own initiative whilst supporting enterprise-wide service transformation.
• Exercise judgement over investments with a focus on return on investment.
• Provide training and knowledge transfer to teams across business functions.

Additional Information:

This role is a hybrid role and the expectation is that at least 50% of your time is spent in the office.

At Clifford Chance, we forge an inclusive culture, where diverse perspectives are recognised and valued. We comply with the law and regulations in every location where we operate and are committed to delivering fair and equal access to all applicants and employees irrespective of background.