Strategic Knowledge Manager

Knowledge Strategist

This exciting opportunity is for a seasoned professional to lead the development and maintenance of robust knowledge management frameworks.

The successful candidate will play a central role in implementing comprehensive solutions that directly impact customer satisfaction and operational excellence across diverse industries.

• Own the knowledge management process, reducing customer overhead while ensuring effective governance and accuracy of information.
• Collaborate with customers and internal teams to maintain transparency and confidence in the knowledge management process through regular communication and performance reporting.
• Act as a trusted partner by anticipating customer needs, adapting quickly to changing requirements, and delivering on commitments.
• Work closely with SIAM teams and service providers to achieve mutually beneficial outcomes that enhance the overall service environment.
• Lead forums for SIAM service providers and cross-functional support forums to encourage knowledge sharing and continuous improvement.
• Oversee the awareness, implementation, and governance of the Knowledge Management Framework & Strategy across Service Knowledge Management Systems (SKMS).
• Apply ITIL-aligned practices to transform data into actionable wisdom using the DIKW model, ensuring seamless linkage between multiple repositories of knowledge.
• Publish new knowledge articles, review flagged content, 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 workshops focused on continual improvement of systems, processes, skills, and capabilities within the service management community.

• 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.

This organisation is 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 a set of guiding principles rooted in collaboration, inclusivity, mutual respect, transparency, continuous learning, ethical conduct, and genuine care for each other's wellbeing.