Service Knowledge Management Team Lead

Job Summary

Service Knowledge Management Team Lead

Knowledge Management - Assistant Director

Knowledge Management is a sub-function within Enterprise Technology Service Management. Our mission is to improve the technology support experience by enabling self-service, promoting knowledge sharing, and ensuring trusted information is available when and where it is needed.

This role will lead the day-to-day operations of the Service Knowledge Management function, providing leadership to a global team while partnering with Product Owners, Service Management teams, and technology stakeholders to improve knowledge quality, adoption, governance, and customer experience.

This role requires a strong people leader who can build relationships, influence stakeholders, drive accountability, and continuously improve knowledge management practices across a complex and fast-paced environment.

Your Key Responsibilities

Team Leadership Development

• Lead, coach, and develop a global team of Knowledge Management professionals.
• Provide day-to-day guidance, mentorship, and support to team members.
• Foster a collaborative, high-performing culture focused on quality, accountability, and continuous improvement.
• Support performance management, career development, and knowledge-sharing across the team.
• Act as the primary escalation point for complex operational and stakeholder-related matters.

Stakeholder Management Engagement

• Build strong working relationships with Product Owners, Service Management teams, support organizations, and technology stakeholders.
• Act as a trusted advisor on knowledge management best practices and standards.
• Influence stakeholders to drive knowledge ownership, accountability, and compliance with established processes.
• Facilitate workshops, training sessions, governance reviews, and stakeholder meetings.
• Promote a culture of knowledge sharing and continuous learning across the organization.

Knowledge Management Operations

• Oversee knowledge lifecycle activities including content reviews, quality assurance, governance, and maintenance activities.
• Ensure knowledge content remains accurate, relevant, and aligned with organizational standards and policies.
• Monitor operational performance and drive remediation of knowledge quality issues, gaps, and risks.
• Coordinate knowledge management activities across multiple product and service teams.
• Support continuous improvement of knowledge processes, standards, templates, and governance practices.

Reporting Continuous Improvement

• Monitor knowledge consumption, adoption, and quality metrics to identify opportunities for improvement.
• Produce and present operational reporting and insights to stakeholders and leadership.
• Drive initiatives that improve knowledge quality, findability, user experience, and overall program effectiveness.
• Support implementation of new capabilities, tools, and process improvements that enhance knowledge management outcomes.

Skills and Attributes for Success

• Strong leadership and people management skills.
• Excellent stakeholder management and relationship-building capabilities.
• Strong communication, presentation, and facilitation skills.
• Ability to influence without direct authority and drive positive outcomes across multiple teams.
• Strong organizational and prioritization skills with the ability to manage competing demands.
• Proactive, solution-oriented mindset with a focus on execution and results.
• Ability to work effectively within global and culturally diverse teams.

To Qualify for the Role, You Must Have

• Experience leading or supervising teams in a global environment.
• Experience managing stakeholders across multiple functions and levels of seniority.
• Experience in Knowledge Management, Content Management, Service Management, or a related discipline.
• Experience working with ServiceNow, preferably within the Knowledge Management application.
• Strong analytical and reporting skills.
• Excellent written and verbal English communication skills.

Ideally, Youll Also Have

• Knowledge-Centered Service (KCS) certification.
• ITIL Foundation certification or higher.
• Experience delivering training, communications, or community engagement programs.
• Familiarity with reporting and data visualization tools.
• Experience supporting organizational change or continuous improvement initiatives.
• Understanding of Agile ways of working.

What We Look For

We are looking for a strong team leader with a passion for developing people, building trusted stakeholder relationships, and driving operational excellence.

The ideal candidate is someone who takes ownership, leads by example, creates structure and accountability, and can successfully influence diverse teams to achieve common goals. They are equally comfortable supporting day-to-day operations and leading initiatives that improve how the organization creates, manages, and shares knowledge.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.