Knowledge & Quality Manager

The Knowledge and Quality Manager supports the effective operation of the firm’s integrated management system, aligned to ISO 9001 (Quality) and ISO 14001 (Environmental). The role is responsible for administering and governing the firm’s SharePoint environment and for establishing clear, consistent ways of working across core collaboration tools including SharePoint, Teams and Outlook. The role ensures that policies, processes and knowledge assets are well structured, current and easy to use, and that staff follow good practice when creating, storing and sharing information. While accountability for ISO accreditation remains with the CSO, the Knowledge and Quality Manager provides essential administrative, coordination and documentation support, enabling audits to run smoothly and day-to-day operations to remain coherent and controlled.

Key responsibilities

• SharePoint administration and collaboration standards

• Act as the day-to-day administrator of the firm’s SharePoint environment, including site structure, permissions, document libraries and metadata.
• Design and maintain a clear, intuitive information architecture supporting the management system, knowledge base and bid library.
• Establish, document and enforce good practice for the use of SharePoint, Teams and Outlook, including guidance on where information should be stored, how it should be shared and how long it should be retained.
• Work with IT to manage access, security settings and tool enhancements, ensuring they support effective knowledge management rather than fragment it.
• Act as a point of escalation for poor practice, duplication or misuse of collaboration tools.

• Own and maintain the firm’s knowledge base, ensuring that strategy, company information, policies and processes are accurate, current and easy to find.
• Operate document control arrangements, including versioning, approval workflows, review cycles and archiving.
• Ensure authoritative documents are clearly identified and distinguished from drafts or local working material.
• Promote consistent naming conventions, folder structures and document standards across the firm.

• Maintain the structure and content of the firm’s integrated management system, aligned to ISO 9001 and ISO 14001.
• Support process owners by ensuring documentation reflects how the firm actually operates.
• Track scheduled reviews of policies and procedures and prompt owners where updates are required.
• Maintain registers and records required by the management system.

• Provide administrative and coordination support to the CSO for annual ISO surveillance and recertification audits.
• Coordinate the collection, organisation and presentation of audit evidence.
• Maintain audit plans, evidence logs and action trackers.
• Record and track nonconformities, observations and improvement actions, supporting owners to close them in a timely manner.
• Support internal audits and management reviews by preparing materials and capturing outputs.

• Maintain up-to-date documentation on company strategy, objectives, governance structures and ways of working.
• Ensure strategic priorities are reflected in relevant policies, processes and guidance.
• Support leadership communications by maintaining a clear “single source of truth” for how the firm is run.

• Maintain the library of bid support and assurance materials, including policies, certifications, process summaries and standard responses.
• Ensure bid and assurance content is current, consistent and aligned with the management system.
• Support responses to client assurance and due-diligence requests by coordinating relevant documentation.

• Identify gaps, duplication or outdated content and drive remediation.
• Support onboarding by curating induction materials and guidance on how to use the firm’s tools and systems.
• Provide light-touch training and guidance on effective use of SharePoint, Teams and Outlook.
• Encourage consistent, disciplined knowledge-sharing practices across practices and functions.

Skills and experience

• Experience in a knowledge management, quality, operations or PMO-type role within a professional services environment.
• Strong hands-on experience administering SharePoint and supporting Microsoft 365 collaboration tools.
• Working knowledge of ISO 9001; familiarity with ISO 14001 desirable.
• Experience supporting audits and maintaining quality or management system documentation.
• Clear, concise written communication skills and strong attention to detail.

Personal attributes

• Organised, methodical and dependable.
• Comfortable enforcing standards and challenging poor practice in a constructive way.
• Pragmatic, with a strong bias towards clarity, usability and proportionality.
• Trusted and discreet.

Why this role matters

As the firm grows, inconsistent use of collaboration tools and poorly controlled documentation quickly become a drag on performance and a risk to quality. This role provides the discipline and structure that allow the business to scale, while enabling the CSO and leadership team to demonstrate control, assurance and continual improvement without unnecessary bureaucracy.