ITSM Knowledge & Content Quality Lead

Government Recruitment Service; Newcastle upon Tyne; On-site; GBP 60,000 - 80,000; Full time

Job summary

Defra's DDTS team seeks an ITSM Knowledge Content & Quality Assurance Manager to drive the Knowledge Management strategy across the ITSM practice, ensuring content is accurate, searchable and actionable. You will lead content governance, improve knowledge quality and support the expansion of automation and AI-enabled solutions within ServiceNow, while mentoring 1–2 HEO colleagues.

This high-visibility role shapes how knowledge is created, managed and consumed across the organisation to support

Qualifications

• Knowledge Management experience and governance.
• Line management responsibility for 1–2 HEO colleagues.
• Strong leadership, stakeholder engagement and change management skills.

Responsibilities

• Drive the Knowledge Management strategy and improve knowledge quality.
• Support expansion of automation capabilities within ServiceNow and AI-enabled solutions.
• Embed content design standards and governance across the organisation.
• Ensure knowledge remains a strategic asset that supports operational performance.

Job description

Defra's DDTS team seeks an ITSM Knowledge Content & Quality Assurance Manager to drive the Knowledge Management strategy across the ITSM practice, ensuring content is accurate, searchable and actionable. You will lead content governance, improve knowledge quality and support the expansion of automation and AI-enabled solutions within ServiceNow, while mentoring 1–2 HEO colleagues.

This high-visibility role shapes how knowledge is created, managed and consumed across the organisation to support