Knowledge Manager

What you'll do:

• Take full ownership of the knowledge management process on behalf of customers, reducing their overhead while ensuring effective governance and accuracy of information.
• Work closely with customers and internal teams to maintain confidence in the knowledge management process through transparent communication and regular performance reporting.
• Act as a trusted partner by anticipating customer needs, adapting quickly to changing requirements, and consistently delivering on commitments.
• Collaborate openly with SIAM teams and other service providers to achieve mutually beneficial outcomes that enhance the overall service environment.
• Lead monthly forums for SIAM service providers as well as cross-functional support forums to encourage knowledge sharing and continuous improvement.
• Oversee the awareness, implementation, and ongoing governance of the Knowledge Management Framework & Strategy across federated Service Knowledge Management Systems (SKMS).
• Apply ITIL-aligned practices to transform data into actionable wisdom using the DIKW model while ensuring seamless linkage between multiple repositories of knowledge.
• Regularly publish new knowledge articles, review flagged content promptly, and ensure all documentation remains current, relevant, and easily searchable through effective tagging and categorisation.
• Promote the capture of incident-related knowledge articles to improve first-point resolution rates and support self-service capabilities for end users.
• Facilitate internal workshops focused on continual improvement of systems, processes, skills, and capabilities within the service management community.

What you bring:

• A minimum of three years’ experience working end-to-end within service management environments where you have developed or implemented comprehensive knowledge management processes.
• At least one year’s hands-on experience designing or rolling out knowledge management strategies tailored for both internal stakeholders and external customers.
• Demonstrated ability to build constructive relationships with customers, suppliers, industry representatives, and internal teams—always striving for shared success rather than individual achievement.
• Proven track record managing SKMS tools such as ServiceNow—including creating, validating, publishing articles—and conducting regular audits or reviews for accuracy.
• Familiarity with incident management processes as they relate to supporting rapid resolution via up-to-date documentation within ITSM frameworks.
• Experience facilitating forums or workshops designed to promote best practice sharing among cross-functional teams or service providers.
• Excellent written and verbal communication skills enabling you to engage effectively with technical/non-technical audiences alike—plus strong report writing abilities.
• Well-developed negotiation skills alongside time management prowess allowing you to juggle multiple priorities under pressure without compromising quality or deadlines.
• Commitment to ethical business practices coupled with a passion for continuous improvement initiatives within fast-evolving environments.
• Relevant certifications including ITIL Foundation (v4 Managing Professional preferred), SIAM Foundations/Professional certification or equivalent qualifications.

What sets this company apart:

This organisation stands out as a leader in applying cutting-edge technology solutions that deliver tangible results for clients across public sector agencies and commercial enterprises alike. Their purpose-driven ethos centres on making technology real—ensuring every innovation translates into practical benefits for those they serve. Employees are encouraged to embrace 'The Way'—a set of guiding principles rooted in collaboration, inclusivity, mutual respect, transparency, continuous learning, ethical conduct, and genuine care for each other’s wellbeing. The company invests heavily in professional development through ongoing training opportunities while offering flexible working arrangements designed around employee needs. Information Security & Quality are embedded into every aspect of operations—with all team members playing an active role in upholding these standards through regular training participation. Here you’ll find an environment where your contributions are valued not just for what you achieve individually but also for how you help others succeed—a place where roles evolve alongside people’s ambitions so everyone can grow together over time.