Senior Manager: Service Management

About the role

Mayer Brown is an international law firm representing major corporations, funds, and financial institutions in complex transactions and disputes. We are known for strategic partnerships, commercial instincts, and a commitment to excellence.

Responsibilities

• Define and execute a service management approach reflecting current operational realities and business priorities.
• Define business and technical services, including ownership, boundaries, and key dependencies.
• Own governance, data model, and roadmap for ServiceNow, including decision authority on workflows, data standards, and platform usage.
• Implement a working vendor model where all providers are accountable to shared service outcomes.
• Drive adoption of self-service, automation, and workflow orchestration across the firm.
• Conduct analysis of staffing levels and participate in the recruitment process.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Proven experience building or fixing service management in a complex environment.
• Deep expertise in ITIL-based service management, modernized for today’s environments.
• Strong experience with ServiceNow as an enterprise platform.
• Track record of driving operational transformation, cost efficiency, and service improvement.
• Experience in professional services or similarly complex, client-driven environments.
• Hands-on experience improving how ServiceNow is used, including workflows, data quality, and reporting.

Skills

• Service Management Expertise.
• Stakeholder Communication & Influence.
• Process Design & Improvement.
• Data Literacy & Analytical Reasoning.
• Experience & Outcome Measurement.
• Commercial & Financial Acumen.
• Multi-Provider & Integration Management.
• Platform & Tooling Proficiency.

Benefits

We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth.

Pay

The typical pay scale for this position is between USD $165,000.00/Yr. and USD $219,000.00/Yr., although the actual wage or salary could be lower or higher if the candidate's education, experience, skills and internal pay alignment are different from those specified.