Knowledge Management Manager

Objective of the position

The Knowledge Management Lead is responsible for leading the day-to-day execution, governance, and continuous improvement of the Knowledge Management function within the Global Business Services (GBS) organization. The role ensures that enterprise knowledge is captured, structured, maintained, and made readily accessible to support operational excellence, service delivery, business continuity, and organizational learning.

Acting as the operational bridge between Business Functions, Global Process Owners, Subject Matter Experts, and GBS Operations, the role establishes Knowledge Management governance, manages the knowledge lifecycle, supports service transitions through effective knowledge transfer, and drives continuous improvement to ensure information remains accurate, compliant, and fit for digital and AI-enabled

Responsibilities

• Lead day-to-day Knowledge Management operations across IVSSI GBS.
• Plan and prioritize requests, deliverables, resources, and improvement initiatives.
• Monitor performance and workload to meet operational objectives.
• Coach Knowledge Management Specialists and ensure adherence to standards.
• Foster knowledge sharing, accountability, and continuous improvement.

Knowledge Governance & Content Management

• Establish and maintain KM governance, standards, templates, and best practices.
• Manage the end-to-end knowledge lifecycle from creation to retirement.
• Ensure knowledge assets are accurate, compliant, and up to date.
• Conduct content quality reviews, audits, and documentation health checks.
• Partner with Process Owners and SMEs to maintain enterprise knowledge quality.

Knowledge Transfer & Operational Readiness

• Lead Knowledge Transfer activities for new services transitioning into IVSSI.
• Coordinate process walkthroughs, documentation, shadowing, and knowledge validation.
• Ensure documentation and team knowledge are ready before Go-Live.
• Support knowledge readiness during Hypercare and stabilization.

Stakeholder Management

• Serve as the key KM contact for Business Functions and GBS Operations.
• Collaborate with Process Owners, SMEs, IT, Operations, and Continuous Improvement teams.
• Facilitate KM governance sessions and translate business needs into improvements.
• Drive adoption of KM standards, tools, and best practices.

Quality & Continuous Improvement

• Identify knowledge gaps, outdated content, duplication, and standardization opportunities.
• Use analytics and stakeholder feedback to improve content quality, accessibility, and adoption.
• Drive continuous improvement and support AI-ready knowledge initiatives.

Reporting & Performance Management

• Develop KM dashboards and operational reports.
• Monitor KPIs, SLAs, quality, and compliance metrics.
• Track corrective actions and improvement initiatives.
• Provide management with performance insights and recommendations.

Your profile

Qualifications

Education:

·       Bachelor's Degree in Business Administration, Information Technology, Library & Information Science, Communications, Engineering, Knowledge Management, or a related discipline.

·       Professional certifications such as Knowledge-Centered Service (KCS), ITIL Foundation, Lean Six Sigma Green Belt, PMP, PRINCE2, or Change Management certification are preferred.

Experience:

·       Minimum of 6 years of experience in Knowledge Management, Shared Services, Global Business Services, Service Management, Content Management, or a related discipline.

·       Minimum of 2 years leading Knowledge Management operations, projects, or teams.

·       Demonstrated experience establishing Knowledge Management governance, documentation standards, and content lifecycle management.

·       Experience supporting service transitions through Knowledge Transfer and operational readiness activities.

·       Experience working within multinational, matrixed organizations with global stakeholders.

·       Experience using enterprise Knowledge Management platforms such as SharePoint, ServiceNow, Confluence, Jira, Zendesk, Freshservice, or similar solutions.

·       Experience in regulated or compliance-driven environments is an advantage.

Technical & Functional Competencies

·       Strong understanding of Knowledge Management frameworks and governance

·       Knowledge lifecycle management and content quality assurance

·       Knowledge Transfer methodologies and operational readiness

·       Documentation standards (SOPs, Work Instructions, Process Maps, RACI)

·       Information architecture, taxonomy, metadata, and search optimization

·       Service Management frameworks (ITIL)

·       Business Process Documentation and Standardization

·       Continuous Improvement methodologies

·       KPI development, reporting, and performance analytics

·       Microsoft 365, SharePoint, Power BI, and enterprise Knowledge Management platforms

Leadership & Behavioral Competencies

·       Strong stakeholder management and relationship-building capability

·       Ability to influence across functions without direct authority

·       High attention to detail and commitment to quality

·       Strong analytical and problem-solving skills

·       Structured, disciplined, and organized approach to work

·       Excellent written and verbal communication skills

·       Coaching and mentoring capability

·       Customer-focused with a continuous improvement mindset

Personal Attributes

·       Systems thinker with a strong knowledge-sharing mindset.

·       Outcome-oriented and comfortable with accountability.

·       High integrity and governance-driven approach.

·       Passionate about continuous learning and organizational capability development.

·       Comfortable operating in ambiguity while establishing structure and standards.

·       Collaborative and proactive with a strong customer service orientation.

What we offer

• Hybrid Working Setup
• A culture of innovation and collaboration.
• Learning and development tailored to your growth.
• Attractive benefits.
• Compensation & Benefits