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...
IT Service Manager employer: Precise Placements Careers
As an Azure Programme Manager at our London office, you will join a dynamic and innovative team dedicated to driving significant cloud transformation projects. We pride ourselves on fostering a collaborative work culture that values employee growth, offering opportunities for professional development and the chance to work with cutting-edge technology in a hybrid working environment. With a focus on meaningful outcomes and a commitment to excellence, we provide a supportive atmosphere where your contributions will make a real impact.
Contact Details:
Precise Placements Careers Recruitment Team
