ITSM Knowledge & QA Manager: Content, Governance & AI

Government Recruitment Service; West of England; On-site; GBP 60,000 - 80,000; Full time

Job summary

Government Recruitment Service in the United Kingdom is seeking an ITSM Knowledge Content & Quality Assurance Manager for Defra. You will lead knowledge management initiatives, drive content standards, and ensure information is accurate, searchable and actionable across the ITSM landscape.

Working within the DDTS, you will support the Knowledge Management Lead, oversee governance, assure content quality, and help scale automation and AI-enabled solutions on the ServiceNow platform, including

Qualifications

• Experience in knowledge management and content governance.
• Experience driving service adoption and governance initiatives.

Responsibilities

• Improve knowledge quality and content governance across the organisation.
• Drive assurance activities and service adoption.
• Support expansion of automation capabilities within the ServiceNow platform.
• Support integration of AI-enabled solutions across ITSM.
• Implement the Knowledge Roadmap and embed content design standards.
• Provide line management for 1–2 HEO colleagues.
• Engage stakeholders and manage change to ensure successful delivery.

Skills

Knowledge management

Stakeholder engagement

Change management

Leadership

Education

Knowledge Management degree

Tools

ServiceNow

AI tools

Job description

Government Recruitment Service in the United Kingdom is seeking an ITSM Knowledge Content & Quality Assurance Manager for Defra. You will lead knowledge management initiatives, drive content standards, and ensure information is accurate, searchable and actionable across the ITSM landscape.

Working within the DDTS, you will support the Knowledge Management Lead, oversee governance, assure content quality, and help scale automation and AI-enabled solutions on the ServiceNow platform, including