Description
We are seeking an Enterprise Service Manager to join our team, working closely with Global HR and our HR Application Management to digitise service delivery on CCNow, our firm's digital front door for employees.
The successful candidate will have experience delivering ServiceNow applications that support HR or employee service delivery, including employee self-service portals, case management, and knowledge bases.
Key responsibilities:
- Workflow & Process Review: Partner with HR to review and redesign processes to maximise the benefits of digitising workflow.
- HR Application Configuration & Delivery: Scope and deliver ServiceNow capabilities that support HR service delivery.
- Digital Front Door & Employee Experience: Support the development and adoption of CCNow as the firm's unified digital front door.
- Service Catalogue: Support the development and maintenance of the firm's service catalogue.
- Operational Intelligence & NowAssist: Help capture the knowledge and operational content that colleagues most frequently need.
- Integrations & Automation: Seek opportunities to remove inefficiencies within our operating models by connecting systems and automating handoffs between them.
- Data Insights: Leverage ServiceNow and PowerBI to enable data-driven insights that facilitate targeted interventions and demonstrate continuous service improvement.
- User Sentiment & Feedback: Develop a structured, scalable user sentiment mechanism that captures the voice of the employee.
- Continuous Improvement: Work with all teams to facilitate ongoing management of services, identifying inefficiencies and driving systematic improvements to operational performance.
- Global Delivery Awareness: Work effectively across the firm's global delivery model.
Qualifications:
- ServiceNow for HR Service Delivery: Experience delivering ServiceNow applications that support HR or employee service delivery.
- AI, Agents & Automation: Practical experience deploying AI-assisted capabilities within ServiceNow or similar platforms.
- ESM & Service Catalogue Principles: Understanding of Enterprise Service Management principles and how enterprise service catalogues are structured.
- Workflow & Business Analysis: Demonstrated ability to map and redesign business processes and translate them into ServiceNow workflow applications.
- Partnering with Business Functions: Demonstrated ability to work alongside non-technical business functions as a trusted partner.
- Stakeholder Management: Strong communication skills and expertise in dealing with people across different business functions.
- Organisational & Project Management: Excellent organisational skills and ability to prioritise work across multiple business functions.
- Service Excellence Mindset: Professionalism and flexibility to take on added responsibilities when required.
- Commercial Acumen: Able to exercise judgement over investments with a focus on return on investment.
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