Knowledge Manager – IT Service Management

MS Companies

Knowledge Manager overseeing collaborative knowledge management strategies at M&S to enhance service delivery and team learning.

Posted 7/21/2026full-timeSalford • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Knowledge Management processes, strategies, and frameworks that drive measurable business value, while fostering collaboration and continuous learning across teams. Proficient in IT Service Management practices and tools, ensuring effective knowledge sharing and compliance.

Highest-signal resume keywords

Knowledge Management Strategy DevelopmentITIL v4 PracticesServiceNow ExperienceStakeholder CollaborationAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge ManagementIT Service ManagementFramework DevelopmentGovernance ImplementationData-Driven Decision-Making

Soft Skills

Relationship BuildingCollaborationCommunicationOrganizational SkillsInfluencing Outcomes

Tools & Technologies

ServiceNowBMC HelixJiraConfluenceGitHub

Industry Keywords

Continuous ImprovementKnowledge RepositoriesContent Management SystemsTrainingChange Management

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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 ServiceNow, BMC Helix, Jira, Confluence and GitHub; experience in retail, people leadership, training, change management and data-driven decision-making would be advantageous.

Benefits

Comp & perks

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