Knowledge Manager (IT Service Management

Summary

Join our Service Management team and help shape how knowledge is captured, shared and used across D&T. Reporting to the Head of Service Experience, you'll lead the Knowledge Management practice, working closely with our managed service partner and a wide range of stakeholders to ensure knowledge is easy to find, high quality and continuously improved. By building collaborative relationships across teams, you'll champion best practices, enable continuous learning, and drive a more seamless and effective service experience for colleagues and customers alike.

• 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.

Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We're inclusive, fast‑moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.

• 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you've completed your probation
• Competitive holiday allowance with the option to buy more
• Discretionary bonus schemes linked to your performance and ours
• Strong pension and life assurance to help plan for the future
• Tailored induction and training to support your development from day one
• Exclusive perks and savings through our M&S Choices portal
• Market‑leading family policies, including parental, adoption and neonatal leave
• 24/7 wellbeing support, including virtual GP access and mental health services
• One paid volunteer day a year to support a cause that matters to you