Knowledge and Service Transition Manager

At BCLP, we’ve built our firm on the foundations of thinking differently. Curious, inquisitive, and unbound by tradition, we’re building change within our sector and beyond. It starts with our people, which is why we need a Knowledge and Service Transition Manager to join our team and lead the development, governance, and continuous improvement of our knowledge management practices and manage the transition of new or changed IT services into operation. This role reports to the Senior Global Service Desk Manager.

The Knowledge and Service Transition Manager will lead the design, implementation, and governance of knowledge management practices while ensuring smooth service transitions for new or changed services across our global technology organization. Operating within a ServiceNow environment, this role bridges knowledge strategy with service transition processes to deliver operational excellence and a seamless user experience.

• Knowledge Management
  • Develop and maintain a global knowledge management strategy aligned with ITIL principles.
  • Define taxonomy, metadata standards, and governance for knowledge lifecycle.
  • Manage and optimise the ServiceNow Knowledge Base, ensuring accurate, structured, and accessible content.
  • Drive adoption of a knowledge sharing culture through training, workshops, and stakeholder engagement.
  • Conduct audits and implement feedback processes to maintain content accuracy and relevance.
  • Use analytics and automation to improve article effectiveness and suggest knowledge based on trends.
  • Liaise with SMEs to capture and structure knowledge for core applications and services.
  • Leverage AI and predictive technologies to personalise knowledge delivery.
• Service Transition
  • Plan and manage service transition for new or modified services, ensuring operational readiness through detailed transition plans.
  • Identify, assess, and mitigate risks; act as the escalation point for issues during service introduction.
  • Collaborate with project teams and stakeholders to communicate status, risks, and readiness.
  • Ensure service changes follow the Change Management processes and coordinate with the CAB for approvals.
  • Oversee release planning, testing, and deployment; validate functionality, performance, and security with the QA team.
  • Deliver knowledge articles, documentation, and training; ensure operational teams have the required support materials.
  • Ensure the service is fully prepared for monitoring, performance tracking, and support, and that it delivers what was promised before launch.
  • Manage transition to production with minimal disruption; maintain accurate configuration and asset records as required.
  • Conduct post‑transition reviews and recommend process improvements.
  • Ensure adherence to ITIL Service Transition processes.

• Minimum 3 years’ Knowledge and Service Transition experience in a global professional services environment.
• Proven experience in Service Transition within the ITIL framework, including complex global service introductions.
• Experience designing and implementing knowledge strategies, repositories, and governance models.
• Strong background in content lifecycle management, taxonomy, and metadata standards.
• Proficiency with knowledge management tools; awareness of AI‑driven knowledge solutions and emerging technologies.
• Knowledge of infrastructure, applications, and cloud environments.
• Familiarity with ITIL Service Transition processes.
• Degree in a technology‑related discipline.
• ITIL and PRINCE2 certifications advantageous.
• Excellent communication skills for clear, instructional content and stakeholder engagement.
• Strong client service focus and commitment to continuous learning and knowledge sharing.
• Strong planning, organisational, and analytical abilities.
• Excellent risk management and impact‑assessment skills.
• Effective communication with technical and non‑technical stakeholders.
• Skilled in documentation, knowledge management, and training delivery.
• Proven problem‑solving and issue‑resolution capabilities.
• Ability to work under pressure and manage multiple priorities.
• Sound decision making and governance policy development.
• Expertise in creating clear, user‑friendly content and enforcing compliance.

• Travel: Intermittent travel domestically and internationally is required.
• Supervisory Responsibility: This role has no supervisory responsibilities.

We understand the value of a diverse workforce and believe people perform at their best when they can truly be themselves at work. We aim to create an inclusive environment where all employees are valued, motivated, and able to be themselves. In order to provide the best possible service to our diverse client base, we are committed to recruiting, retaining, rewarding and developing people based on their abilities and contributions without reference to any protected characteristic.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Information Technology and Legal