At a Glance
- Tasks: Lead and improve Knowledge Management processes for better service delivery.
- Company: Join M&S, a forward-thinking retail leader with a strong purpose.
- Benefits: Enjoy discounts, competitive holidays, bonuses, and 24/7 wellbeing support.
- Other info: Be part of an inclusive team driving innovation and positive change.
- Why this job: Shape the future of knowledge sharing in a dynamic environment.
- Qualifications: Experience in Knowledge Management and IT Service Management is essential.
The predicted salary is between 60000 - 80000 £ per year.
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 ServiceNow, BMC Helix, Jira, Confluence and GitHub; 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. Here are just a few of the benefits that make working here even more rewarding:
- 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.
Knowledge Manager (IT Service Management) employer: Marks & Spencer
Marks & Spencer is an exceptional employer that prioritises inclusivity and employee growth, making it a fantastic place for those looking to thrive in the retail sector. With flexible working hours and a commitment to personal development, employees are encouraged to take ownership of their roles while contributing to a dynamic and supportive work culture. Join us in shaping a greener, more inspiring future in retail, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Knowledge Manager (IT Service Management)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Marks & Spencer values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Marks & Spencer might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Marks & Spencer!
✨Direct Apply to Marks & Spencer
Let's not forget to apply directly through the Marks & Spencer website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Knowledge Manager (IT Service Management)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Marks & Spencer.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Marks & Spencer. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Marks & Spencer
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
