Knowledge Manager – IT Service Management

• Lead and continuously improve the end-to-end Knowledge Management process, ensuring D&T products and services are supported by accurate, accessible and high-quality knowledge.
• Develop and implement Knowledge Management strategies, policies and best practices, using data, feedback and insights to drive ongoing improvements across D&T.
• Build, maintain and optimise knowledge repositories, content management systems and knowledge assets, ensuring information remains relevant, compliant and easy to find.
• Partner with subject matter experts, stakeholders and teams across the business to capture, share and promote knowledge, fostering a culture of collaboration and continuous learning.
• Monitor the effectiveness of the Knowledge Management practice through audits, reporting, training and performance metrics, ensuring colleagues have the tools and support they need to succeed.

• Significant experience in Knowledge Management, including developing and implementing knowledge strategies, frameworks and governance that deliver measurable business value.
• Strong understanding of IT Service Management and ITIL v4 practices, with experience across areas such as incident, problem, change, release, asset and configuration management.
• Proven ability to build effective relationships and collaborate with stakeholders, suppliers and teams at all levels, influencing positive outcomes and driving continuous improvement.
• Excellent analytical, organisational and communication skills, with the ability to translate complex information into clear, accessible and actionable knowledge.
• Strong technical awareness, including experience with knowledge and ITSM platforms such as Service Now, BMC Helix, Jira, Confluence and Git Hub; experience in retail, people leadership, training, change management and data-driven decision-making would be advantageous.

Demonstrates expertise in Knowledge Management processes, strategies, and frameworks that drive measurable business value, while fostering collaboration and continuous learning across teams. Proficient in IT Service Management practices and tools, ensuring effective knowledge sharing and compliance.

• Knowledge Management Strategy Development
• ITIL v4 Practices
• Service Now Experience
• Stakeholder Collaboration
• Analytical Skills

• Knowledge Management
• IT Service Management
• Framework Development
• Governance Implementation
• Data-Driven Decision-Making

• Relationship Building
• Collaboration
• Communication
• Organizational Skills
• Influencing Outcomes

• Continuous Improvement
• Knowledge Repositories
• Content Management Systems
• Training
• Change Management

• Service Now
• BMC Helix
• Jira
• Confluence
• Git Hub