Enterprise Service Manager – Operational Intelligence

Enterprise Service Manager – Operational Intelligence

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm's global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That's why we're so proud of our inclusive, friendly, and team-based approach to work.

Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.

You'll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organizations. But no matter who they are or why they've reached out to us, we provide a world-class service every step of the way. And that's possible thanks to the entrepreneurial spirit and conscientious approach to work that you'll find across all of our teams.

Whichever area of the business you join, you'll become an integral part of an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

Job Description

The Enterprise Service Management team is 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 standardize 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 rigor, 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

What you will be responsible for:

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 analyze 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.

What you will do:

Operational Intelligence

• 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.

Data Insights

• Use ServiceNow analytics and reporting tools to generate actionable insights.
• Support data-driven decision-making and continuous improvement initiatives through targeted analysis.

Qualifications

Your experience

• 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.
• Organizational & Project Management: Excellent organizational skills and ability to prioritize 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 realize 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.

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. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.

Additional Information

Equal opportunities

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, color, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm.