At a Glance
- Tasks: Lead Knowledge Management to enhance how knowledge is shared and used across D&T.
- Company: Join M&S, a forward-thinking retail leader committed to innovation and inclusivity.
- Benefits: Enjoy a 20% discount, competitive holidays, and tailored training from day one.
- Other info: Be part of a diverse team making impactful changes in a dynamic environment.
- Why this job: Shape the future of retail by driving continuous learning and collaboration.
- Qualifications: Experience in Knowledge Management and IT Service Management is essential.
The predicted salary is between 60000 - 68231 £ per year.
Summary
Join our Service Management team and help shape how knowledge is captured, shared and used across D&T.
Reporting to the Head of Service Experience, you’ll lead the Knowledge Management practice, working closely with our managed service partner and a wide range of stakeholders to ensure knowledge is easy to find, high quality and continuously improved.
By building collaborative relationships across teams, you'll champion best practices, enable continuous learning, and drive a more seamless and effective service experience for colleagues and customers alike.
- All the Details
- Summary
Join our Service Management team and help shape how knowledge is captured, shared and used across D&T.
Reporting to the Head of Service Experience, you’ll lead the Knowledge Management practice, working closely with our managed service partner and a wide range of stakeholders to ensure knowledge is easy to find, high quality and continuously improved.
By building collaborative relationships across teams, you'll champion best practices, enable continuous learning, and drive a more seamless and effective service experience for colleagues and customers alike.
What You'll Do
- 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.
Who You Are
- 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 Service Now, BMC Helix, Jira, Confluence and Git Hub; experience in retail, people leadership, training, change management and data-driven decision-making would be advantageous.
What's in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day.
We’re inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.
- 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
- Everyone’s welcome
We are ambitious about the future of retail.
We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era.
We’re transforming how we work together and offering our most exciting opportunities yet.
Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers.
Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best.
We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application.
This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
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Knowledge Manager (IT Service Management) in Salford employer: Marks and Spencer
Marks and Spencer is an exceptional employer that fosters a culture of innovation and collaboration, particularly within the Corporate HR technology team. Employees benefit from a supportive environment that prioritises professional growth and development, alongside competitive remuneration and benefits. Working in a dynamic location, you will have the opportunity to lead impactful projects that enhance the colleague experience throughout their journey with the company.
StudySmarter Expert Advice🤫
We think this is how you could land Knowledge Manager (IT Service Management) in Salford
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Knowledge Manager (IT Service Management) at Marks and Spencer!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Marks and Spencer or be willing to refer you for that Knowledge Manager (IT Service Management) position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Marks and Spencer who’s on the lookout for their next Knowledge Manager (IT Service Management) star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Knowledge Manager (IT Service Management) role at Marks and Spencer!
We think you need these skills to ace Knowledge Manager (IT Service Management) in Salford
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Marks and Spencer. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Marks and Spencer
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Marks and Spencer. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
