Knowledge Manager (Service Delivery)

Cloud Decisions
Nottingham, UK
27 Aug 2019
14 Sep 2019
Contract Type
Full Time
Knowledge Manager
(Service Delivery)

to 30k package Including fully funded Microsoft Accredited Certifications

Who's the Client:

Our client are a fast growing Microsoft Gold Partner & Managed IT Service provider offering exceptional professional development opportunities, fully funded training, a modern and relaxed working environment, and a friendly, people focused culture.

With a reputation for delivering unprecedented service quality to a wide variety of household name clients, in both the private and public sectors, our client are increasingly disrupting the Managed IT Services (MSP) and IT Outsourcing (ITO) market. Enjoying strong, sustainable growth and guided by an accomplished and highly experienced leadership team, they are the perfect place to grow your career and make a real impact on a dynamic and continually evolving business.

In the past few years our client have more than quadrupled in size, dramatically increasing both their revenues and workforce, and have got no intention of letting up. With an impressive customer base, a strong pipeline of new business, and a proven track-record of growth, they are interested in hearing from, and finding, the best talent, to join our award-winning business and to be part of the continued success as they create new IT jobs in and around the UK.

The role:
  • Govern & maintain the knowledge management process, implementing application to current best practice aligned with the goals and objectives of the business.
  • Promote the awareness and adoption of the Knowledge Management processes across the business.
  • Measures, monitors and reviews the execution of Knowledge Management, evaluating the performance and effectiveness of the process and acting upon management information, including SLA and KPI metrics.
  • Identifies opportunities to streamline or expand the processes and manages resources and capacity to exploit these opportunities and implement improvements.
  • Designs and deploys the methods and tools of Knowledge Management and maintains the tools and SKMS/KMDB/KEDB
  • Ensures that processes are in place to capture data, information and knowledge and transform them into Knowledge content for use by the business.
  • Accountable for the quality of Knowledge Content and its effectiveness when in use.
  • Provides accurate and timely reporting on Knowledge usage and knowledge management processes.
  • Works alongside the Transition and Service management teams to ensure customer knowledge is captured in line with Knowledge management processes and guidelines.
  • Providing input into client-side Knowledge Management Processes where requested.
  • Identifies knowledge gaps and training opportunities.
  • Provides input into Service Management Processes (Incident Management, Major Incident Management, Problem Management, Change Management etc)

Experience & Qualifications

  • Background in process level management - Incident/Problem/Change/Request
  • Background in service manamgement/Technical delivery
  • ITIL Foundation v3 (or equivalent)

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