At a Glance
- Tasks: Lead the development of innovative knowledge strategies and enhance user experience with cutting-edge tools.
- Company: Join Rolls-Royce, a leader in engineering and innovation.
- Benefits: Enjoy generous leave, retirement savings, and share ownership opportunities.
- Other info: Be part of a diverse team that values individuality and fosters innovation.
- Why this job: Make a real impact by shaping knowledge management in a global organisation.
- Qualifications: ITIL 4 Foundation and KCS certification preferred; strong IT service management experience required.
The predicted salary is between 56700 - 69300 £ per year.
Why join Rolls-Royce? At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting, and connecting people everywhere. By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.
We have an exciting opportunity for a Knowledge Manager to join our team in Derby. Within this role you will own, develop, and continuously evolve the enterprise IT Knowledge Strategy, enabling high-quality, reusable knowledge that drives first-time fix, shift-left, and self-service outcomes. The role ensures knowledge is treated as a strategic asset, embedded across the service value chain, and leveraged through ServiceNow and AI-enabled tooling to improve user experience, operational efficiency, and cost optimisation.
What you will be doing:
- Knowledge Strategy & Governance: Define, own, and evolve a Global IT Knowledge Management Strategy aligned to ITIL 4, KCS, and organisational digital strategy, establish knowledge as a core capability within the Service Value System, embedding it across Incident, Problem and Request practices. Define and enforce knowledge governance, standards, policies, and controls ensuring consistency, quality, and compliance.
- Knowledge Lifecycle Management: Own the end-to-end knowledge lifecycle (create, review, publish, consume, improve, retire). Drive Knowledge-Centred Service (KCS) adoption, ensuring knowledge is created and improved as part of daily workflows. Ensure knowledge is audience-focused, optimised for End users (self-service), Service Desk (L1) and Resolver groups (L2/L3).
- ServiceNow & Tooling Enablement: Own and optimise Knowledge Management capabilities within ServiceNow, including: Knowledge base architecture and taxonomy, Integration with Incident, Request, Virtual Agent, and Employee Centre, Search optimisation and analytics. Drive adoption of automation and AI capabilities, including: AI-powered knowledge suggestions and case deflection, Chatbots / Virtual Agents for self-service, Auto-generation and summarisation of knowledge content (AI), Intelligent search and recommendation engines. Partner with platform teams to ensure tooling supports shift-left and self-healing capabilities.
- Shift-Left, Self-Service & First-Time Fix: Lead initiatives to reduce dependency on higher support tiers through: Improved L1 knowledge capability, High-quality, reusable knowledge articles, Expansion of self-service capabilities. Define and track KPIs such as: First Contact Resolution (FCR), Self-service adoption and deflection rates, Knowledge reuse and effectiveness. Embed knowledge into operational processes to ensure “knowledge before escalation” principles.
- Operational Management & Continuous Improvement: Ensure effective day-to-day operation of the Knowledge Management function. Define and manage SLAs/OLAs for knowledge creation, review, and publishing. Lead continual improvement initiatives, leveraging analytics, user feedback, and AI insights.
- Stakeholder & Supplier Management: Act as a thought leader and advocate for Knowledge Management across IT and the wider business. Ensure third-party suppliers adhere to knowledge standards and contribute effectively to the knowledge ecosystem. Drive behavioural and Cultural change and adoption through communication, training, and engagement strategies.
- People & Capability Development: Build and develop Knowledge Management capability and expertise across IT. Coach teams in KCS practices, content quality standards, and knowledge reuse behaviours. Define roles such as Knowledge Authors, Reviewers, and Publishers, ensuring clarity of accountability.
Position qualifications:
- ITIL 4 Foundation (minimum), with higher-level certification desirable
- KCS certification (preferred)
- Relevant degree or equivalent professional experience (SFIA aligned)
Preferred requirements:
- Strong experience in IT Service Management (ITIL 4) with a practical understanding of Service Value System and practices.
- Proven track record in implementing Knowledge Management strategies in complex, global organisations.
- Hands-on experience with ServiceNow Knowledge Management and related modules.
- Experience leveraging AI and automation tools to enhance service delivery and knowledge consumption.
- Strong understanding of KCS (Knowledge-Centred Service) frameworks and adoption approaches.
- Demonstrable success in delivering shift-left, self-service, and operational efficiency improvements.
- Excellent stakeholder management, influencing, and communication skills across all organisational levels.
Regional Benefits:
- Generous Annual Leave
- Retirement Savings through the Rolls-Royce Retirement Savings Trust
- Group Life Assurance provides for a lump sum benefit if you die whilst employed by Rolls-Royce
- Group Income Protection provides an income in the event that you are unable to work due to illness or injury
- Your Shares: Matched is a simple way to own Rolls-Royce shares and invest in our future, together. Buy one share, get one free!
- Digital GP provides a convenient way for you to access GP consultations
Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient, and growing company. Join us, and it can be your future vision too.
Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.
Please be aware that the priority will be given to employees identified as being at high risk. The professional level and salary of the position will be dependent on the skills and experience of the successful candidate but is anticipated to be level C. This job is advertised at the grades shown, and this is the desired operating level for this role. We encourage applications from candidates with relevant experience from any grade. It is advised that you inform your current manager of your application for this role.
Grade: Level C
Closing Date: 24.08.2026
For further information please contact: aaron.thoresendavidson@rolls-royce.com
Job Category: Information Technology
Posting Date: 10 Aug 2026; 00:08
Posting End Date: 24 Aug 2026
Knowledge Manager in Derby employer: Rolls-royce
At Rolls-Royce, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in our Bristol/Hybrid location. Our commitment to employee growth is evident through tailored development programmes and opportunities to engage in meaningful projects that shape the future of technology. With a focus on diversity and inclusion, we ensure that every team member feels valued and empowered to contribute to our collective success.
StudySmarter Expert Advice🤫
We think this is how you could land Knowledge Manager in Derby
✨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 Rolls-royce 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 Rolls-royce 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 Rolls-royce!
✨Direct Apply to Rolls-royce
Let's not forget to apply directly through the Rolls-royce 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 in Derby
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 Rolls-royce.
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 Rolls-royce. 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 Rolls-royce
✨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.
