Senior Service Guidance & Knowledge Management Lead

Talent; Melbourne; On-site; AUD 96,000 - 126,000; Full time

Job summary

Talent seeks a Service Guidance & Knowledge Management Lead (EL1) to oversee clear, accessible guidance and knowledge resources for staff and external audiences. You will lead a small team, manage priorities and drive improvements across service delivery.

You will engage with senior stakeholders, develop operational guidance, and provide executive‑level advice on complex matters while coordinating guidance across SAP CRM and PACE.

Qualifications

• Experience leading teams and managing priorities in complex environments.
• Experience developing or overseeing operational guidance, policies or knowledge resources.
• Strong stakeholder engagement and cross‑functional collaboration.
• Excellent written and verbal communication, with executive advisory ability.
• Strong project coordination, planning, risk management and problem solving.
• Experience interpreting legislation, policy and operational requirements.
• Proven track record of driving continuous improvement in service delivery.

Responsibilities

• Lead and manage a team developing operational guidelines, letters and knowledge articles.
• Oversee development of clear, accessible and accurate guidance materials.
• Provide strategic and technical advice on service delivery processes and systems.
• Coordinate guidance development with internal stakeholders and SMEs.
• Manage team priorities, workloads, resources and performance.
• Identify opportunities to improve guidance, business processes and outcomes.
• Prepare executive advice, reports and progress updates on key activities and risks.
• Support consistent guidance across SAP CRM and PACE.

Skills

Team leadership

Stakeholder engagement

Content development

Knowledge management

Policy interpretation

Project coordination

Risk management

Continuous improvement

Executive advice

Tools

SAP CRM

PACE

Job description

Talent seeks a Service Guidance & Knowledge Management Lead (EL1) to oversee clear, accessible guidance and knowledge resources for staff and external audiences. You will lead a small team, manage priorities and drive improvements across service delivery.

You will engage with senior stakeholders, develop operational guidance, and provide executive‑level advice on complex matters while coordinating guidance across SAP CRM and PACE.