Enterprise Service Manager in Newcastle upon Tyne

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 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, critically, enable AI to respond to routine queries. This will significantly reduce 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

Operational Intelligence: 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 look to leverage AI tools to make the information readily available to teams and colleagues. Work with functions to monitor and analyse the usage of their 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. Use ServiceNow analytics and reporting tools to generate actionable insights. Support data‑driven decision‑making and continuous improvement initiatives through targeted analysis.

Qualifications:

• 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, and particularly an understanding of the knowledge management module and how workflow and AI tools can help to make that information more readily available to teams and colleagues.
• 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: Where required, provide training and knowledge transfer to teams across business functions, ensuring knowledge management processes and principles are adhered to effectively.

Work Pattern & Hybrid Working: This role is a hybrid role and the expectation is that at least 50% of your time is spent in the office. Monday to Friday, UK business hours.

Equal opportunities: At Clifford Chance, we forge an inclusive culture, where diverse perspectives are recognised and valued. It's a culture where everyone has equal access to opportunities to thrive and succeed. We are guided by our values‑based Code, which sets high standards of conduct and has a principle focused on being inclusive. We comply with the law and regulations in every location where we operate and we are committed to delivering fair and equal access to all applicants and employees irrespective of background. Our global network of affinity, faith and support groups are open to all. These communities help to create an environment where everyone at the firm can feel they belong and can reach their full potential.