Knowledge Manager
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Knowledge Manager

Belfast Full-Time 36000 - 60000 £ / year (est.) No home office possible
Apply now
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At a Glance

  • Tasks: Lead the design and management of knowledge processes to enhance collaboration and sharing.
  • Company: Join Telefónica Tech, a global leader in NextGen Tech solutions with a diverse team.
  • Benefits: Enjoy a dynamic work environment with opportunities for growth and collaboration.
  • Why this job: Be part of a culture that values knowledge-sharing and innovation in technology.
  • Qualifications: Experience in KM strategies, KCS methodology, and ITIL operations is essential.
  • Other info: We welcome applicants who may not meet every requirement but are eager to contribute.

The predicted salary is between 36000 - 60000 £ per year.

Company Description
Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.
We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.
The Telefónica Tech UK&I hub has an end-to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.
Values: Open, Trusted and Bold
Trusted Partners:

  • Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
  • HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
  • Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
  • Fortinet: Elite VIP Program – one of only 2 in the UK
  • AWS: Advanced Solution & Managed Service Provider Program

The Role
The Knowledge Management Lead is responsible for the design, implementation and oversight of the Knowledge Process and policy, all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets. They are required to work alongside stakeholders, internal and external, to promote and optimise the usage of the organisation’s knowledge assets.

Ideal candidates will possess strong interpersonal skills, great leadership, effective communication, problem-solving, coaching and teamwork skills. These skills are imperative to promote a culture of knowledge-sharing that is enabled through guidance and learning. As an experienced Knowledge Manager, the ideal candidate will be well versed with KCS (Knowledge Centred Service) methodology best practices, and will design the process, toolset and features to adhere to KCS v6 standards.

Key Responsibilities

  • Design, deployment and ongoing management of the Knowledge Management (KM) process roadmap.
  • Design, implement and deliver the training programme for the KM Process.
  • Align processes and procedures to KCS (Knowledge Centred Service) best practices.
  • Promotion of collaboration and knowledge sharing through defining, supporting and encouraging the use of knowledge to employees of all skill levels and roles.
  • Build and drive a culture of knowledge sharing and serve as the advocate for KM initiatives.
  • Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy.
  • Design and evaluation of performance metrics against the defined critical success factors and correction of shortcomings and streamlining the process as necessary.
  • Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, customers comply with process and content standards.
  • Interface and collaborate with other processes and/or business functions to ensure they can leverage the benefits provided by the ITIL processes.
  • Own and manage escalations relating to Knowledge Management for the business.
  • Manage and leverage existing toolset functionality to support the effective and efficient delivery of the process.
  • Design KPIs to ensure they are reported on, and their targets met.
  • Support other areas of the business that require or could benefit from knowledge management practices, processes or information.
  • Coordination with suppliers, contractors, 3rd parties and stakeholders as required.
  • Identify opportunities and submit proposals for continuous improvement with respect to tools, staff, training, process, procedures and work instructions.
  • Management and coaching of other roles under the Knowledge function.
  • Coordinate across the business to align KM strategy with broader organisational learning strategies.
  • Evaluate, revise, and continuously improve the KM framework workflow and procedures as the organisation scales.
  • Bring relevant industry insights to incorporate into the KM framework.
  • Identify and celebrate success stories from the KM Program.
  • Design and develop incentive mechanisms to acknowledge and highlight active participants.

Skills & Experience

Essential:

  • Current proven experience in implementing KM strategies in the technology industry or within technical groups in line with KCS best practice.
  • Good working knowledge of KCS methodology.
  • Experience designing workflows and processes.
  • Project management experience.
  • 3 years ITIL Operational experience and a strong knowledge of ITIL v4 and ISO 20000.
  • Experience operating and managing within an IT Service Management environment.
  • Good level of technical understanding.
  • Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organisations.
  • Self-motivated and capable of identifying one’s own activities as well as the solutions necessary to maintain and improve processes.
  • Able to work both as part of a team and as an individual.
  • Strong people skills and a coaching/mentoring mentality.

Desirable:

  • KCS certification(s)
  • Understanding and experience of ServiceNow

Additional Information
We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Telecommunications

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Knowledge Manager employer: Telefonica Tech

Telefónica Tech is an exceptional employer that fosters a vibrant and inclusive work culture, where over 6,000 talented individuals from more than 60 nationalities collaborate to drive innovation in NextGen Tech solutions. Located in the UK&I hub, employees benefit from a dynamic environment that emphasizes professional growth through continuous learning and development opportunities, while being part of a globally recognized organization with strong partnerships and a commitment to excellence. Join us to be part of a bold and trusted team that values knowledge sharing and empowers you to make a meaningful impact.
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Contact Detail:

Telefonica Tech Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Knowledge Manager

✨Tip Number 1

Familiarize yourself with KCS (Knowledge Centred Service) methodology. Understanding its principles and best practices will not only help you in the interview but also demonstrate your commitment to effective knowledge management.

✨Tip Number 2

Showcase your project management experience by preparing examples of past projects where you successfully implemented KM strategies. Be ready to discuss how you managed workflows and processes in a technology environment.

✨Tip Number 3

Highlight your interpersonal skills and coaching mentality during conversations. Prepare specific instances where you promoted collaboration and knowledge sharing within a team, as this aligns with the role's responsibilities.

✨Tip Number 4

Research Telefónica Tech’s current KM initiatives and be prepared to discuss how you can contribute to their goals. Bringing relevant industry insights can set you apart and show your proactive approach.

We think you need these skills to ace Knowledge Manager

Knowledge Management Strategies
KCS Methodology
Workflow Design
Project Management
ITIL Operational Experience
ISO 20000 Knowledge
Technical Understanding
Excellent English Communication Skills
Interpersonal Skills
Coaching and Mentoring
Analytical Skills
Continuous Improvement
Stakeholder Engagement
Collaboration and Teamwork
Performance Metrics Design

Some tips for your application 🫡

Understand the Role: Before you start writing your application, make sure you fully understand the responsibilities and requirements of the Knowledge Manager position. Familiarize yourself with KCS methodology and how it applies to knowledge management.

Tailor Your CV: Customize your CV to highlight relevant experience in knowledge management, particularly in the technology sector. Emphasize your project management skills and any experience with ITIL and KCS best practices.

Craft a Compelling Cover Letter: Write a cover letter that showcases your interpersonal skills and leadership qualities. Explain how your background aligns with the company's values of being open, trusted, and bold, and how you can contribute to their knowledge-sharing culture.

Showcase Continuous Improvement: In your application, mention specific examples of how you've identified opportunities for improvement in previous roles. Highlight your ability to design and implement effective processes and training programs related to knowledge management.

How to prepare for a job interview at Telefonica Tech

✨Showcase Your KCS Knowledge

Make sure to highlight your understanding of the KCS (Knowledge Centred Service) methodology during the interview. Be prepared to discuss how you've implemented KCS best practices in previous roles and how you can apply them at Telefónica Tech.

✨Demonstrate Leadership Skills

As a Knowledge Manager, you'll need strong leadership abilities. Share examples of how you've successfully led teams or initiatives in the past, focusing on your coaching and mentoring experiences that foster a culture of knowledge sharing.

✨Prepare for Technical Questions

Given the technical nature of the role, brush up on your ITIL v4 and ISO 20000 knowledge. Be ready to answer questions about your experience in IT Service Management and how it relates to knowledge management processes.

✨Emphasize Communication Skills

Effective communication is key in this role. Prepare to discuss how you've interacted with various stakeholders, including management and customers, and provide examples of how you've facilitated collaboration and knowledge sharing across different teams.

Knowledge Manager
Telefonica Tech
Apply now
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