AI Knowledge Management Lead in London

servicePathTM is an innovative provider of commercial software for IT Service Providers, specifically Managed Services and Cloud Computing providers. We are strong proponents of leveraging Artificial Intelligence to drive innovation, aligning with our core value of continuous improvement. By integrating AI into our workflows, we enhance productivity, streamline processes, and elevate our solutions to new heights.

As the AI Knowledge Management Lead at servicePathTM, you will reimagine how our organization creates, finds, and uses knowledge using AI as the engine, not an add on. You'll champion the shift from static documentation to an intelligent, always current knowledge ecosystem: AI assisted authoring, semantic search, auto summarized product changes, and an AI driven learning experience for every team, from Toronto to Manila to Lahore.

This is not a role for someone who's merely open to AI. We need someone who is AI native: it's already how you think, build, and work, and you can run with this role from day one with minimal ramp up. You use AI tools daily by default, not as a novelty; you build your own workflows and small automations around them; and you will bring that instinct into how the whole team documents and shares what it knows.

As a team lead, you will independently steer a Technical Writer, coaching them to think and work in an AI first way. We are looking for a dynamic, forward thinking individual with a strong knowledge management background, true AI native fluency, and a passion for leading and mentoring a team through that transformation.

What “AI Native” Means at servicePathTM

• You reach AI tools by default for drafting, research, summarizing, and problem solving not as an occasional experiment.
• You can independently evaluate, pilot, and stand-up new AI tools with little to no handholding from IT or engineering.
• You're comfortable with prompting, chaining tools together, and adapting AI workflows on the fly as better options appear.
• You think in terms of “how would AI do this better/faster” as a first instinct when scoping any new piece of work.
• You can hit the ground running this role needs someone who ramps up fast and doesn't need AI concepts explained from scratch.

Role Objectives

• AI Driven Knowledge Management
  • Own the company's knowledge repository end-to-end, using AI powered search, tagging, and summarization to keep it accessible, current, and genuinely useful.
  • Evaluate and champion AI knowledge tools (e.g. AI search/retrieval, copilots, auto tagging engines) that reduce time to answer for employees and customers.
  • Define best practices for human + AI collaboration in creating, reviewing, and maintaining internal documentation.
• AI Enhanced Software Documentation
  • Direct the creation, review, and update of product documentation, using AI drafting and summarization tools to accelerate output without sacrificing accuracy working closely with developers, product managers, and customer support.
  • Build a roadmap for keeping documentation continuously current as the product evolves, using AI-assisted change detection and content generation to close the gap between a feature shipping and it being documented.
• SaaS & AI Tooling Expertise
  • Bring a deep understanding of SaaS applications and a genuine enthusiasm for emerging AI tools, using both to advise on how AI can improve software performance, support experience, and self serve resolution.
  • Stay hands-on: pilot new AI products and features yourself before recommending them to the team.
• AI Powered Learning Management Systems (LMS)
  • Chalk out the roadmap for an LMS that uses AI to personalize learning paths, autogenerate training content from documentation, and surface knowledge gaps proactively.
  • Oversee deployment, maintenance, and support of LMS systems, training staff on efficient (and increasingly AI assisted) usage.
• Collaboration and Teamwork
  • Lead the Knowledge Management team and own its deliverables end to end, setting the pace on how AI is adopted day to day.
  • Collaborate with cross functional teams to ensure documentation and knowledge of assets align with company needs, standards, and AI readiness (e.g. structured for retrieval by AI tools).
  • Mentor and support team members including performance management of existing team members and onboarding new members building their confidence and skill with AI assisted workflows.
• Training Delivery
  • Develop and deliver training sessions, using AI tools to help create high quality training material efficiently and to align it with company standards.
• Continuous Improvement
  • Stay on top of the fastmoving AI landscape new models, copilots, and knowledge tools and regularly review and evolve the knowledge management strategy based on what you learn and on team feedback.

Key Competency and Experience

• Minimum 3-5 years of experience in Knowledge Management, with leadership responsibilities though this is a guideline, not a gate. If you're genuinely AI native and can demonstrate the mindset this role needs, we'd rather talk to you than filter you out on years alone.
• Required: AI native daily, self directed use of AI tools in real work, not occasional or guided use. This is a must have, not a nice to have.
• Demonstrable track record of applying AI to knowledge, documentation, or content work with measurable results (e.g. time saved, coverage improved).

Core Competencies

• Leadership in Knowledge Management with skills in software documentation, SaaS, and Learning Management Systems.
• AI native mindset you default to AI tools in how you think, write, and work, and you pick up new ones quickly without formal training.
• Practical, self-taught experience applying AI to documentation, search, or training (e.g. AI writing assistants, AI search/retrieval tools, AI-powered LMS platforms).
• Able to move fast and run with ambiguity comfortable defining the AI-first approach yourself rather than waiting for direction.
• Strong background in training delivery and content creation.
• Ability to lead and mentor a team, fostering collaboration and a culture of experimentation with new tools.
• Excellent communication skills, both written and verbal.
• Capability to work remotely and manage a global team.

Preferred

• Familiarity with Confluence and one or more Learning Management Systems ideally one with AI assisted features.
• Experience evaluating or implementing AI powered knowledge base, search, or chatbot tools (e.g. Glean, Guru, Notion AI, or similar).
• Exposure to prompt design or configuring AI assistants for internal use cases.
• Exposure to creative decision-making and project design roles.

If you're truly AI native, ready to run with this role from day one, and passionate about knowledge management someone who wants to build the knowledge team of the future, not just maintain the one of the past we'd love to hear from you.

If you are an existing employee interested in applying for this role, please submit your resume and reach out to your HR representative for a confidential discussion and guidance on next steps.

servicePathTM conducts background checks as part of its hiring process. We take integrity seriously, fraudulent misrepresentation, identity deception, or unauthorized subcontracting will result in withdrawal of an offer or termination.

At servicePath™, we are proud to be an equal opportunity employer, dedicated to fostering a diverse and inclusive workplace where everyone is valued and respected. We make all employment decisions based on merit, without regard to race, gender, religion, nationality, sexual orientation, disability, or any other protected characteristic. We celebrate and support diversity, recognizing it as a strength that enhances our work environment and drives our success.