Knowledge Manager

rollsroyce

East Midlands

On-site

GBP 65,000 - 90,000

Full time

3 days ago

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Benefits offered by this job

Generous Annual Leave

Retirement Savings through Rolls-Royce

Group Life Assurance

Job summary

Rolls-Royce in Derby seeks a Knowledge Manager to own and evolve the enterprise IT Knowledge Strategy, enabling high-quality, reusable knowledge across the service value chain and driving first-time fix and self-service outcomes.

The role leverages ServiceNow KM, AI-enabled tooling, and strong governance to improve user experience and operational efficiency. Derby-based, full-time role.

Qualifications

ITIL 4 Foundation required; higher-level certs desirable.
Experience implementing KM in global IT environments.
Experience with ServiceNow KM and AI-enabled tooling.

Responsibilities

Define, own and evolve the global IT Knowledge Strategy aligned to ITIL/KCS.
Own end-to-end knowledge lifecycle: create, review, publish, reuse.
Lead ServiceNow KM architecture, taxonomy and integrations.
Drive shift-left, self-service and first-time fix improvements.
Operate KM day-to-day with SLAs/OLAs and analytics.
Manage stakeholders and supplier contributions to the KM ecosystem.
Develop KM capability with roles for Authors, Reviewers, Publishers.

Skills

Knowledge governance

ServiceNow knowledge management

AI and automation in ITSM

KCS adoption

Shift-left/self-service

Stakeholder management

Knowledge authorship & publishing

Education

ITIL 4 Foundation

KCS certification

SFIA-aligned degree or experience

Tools

ServiceNow

Job description

Knowledge Manager

Derby

Full time

Why join Rolls-Royce?

At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting, and connecting people everywhere.

By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

Position Summary

We have an exciting opportunity for a Knowledge Manager to join our team in Derby. Within this role you will own, develop, and continuously evolve the enterprise IT Knowledge Strategy, enabling high-quality, reusable knowledge that drives first-time fix, shift-left, and self-service outcomes. The role ensures knowledge is treated as a strategic asset, embedded across the service value chain, and leveraged through ServiceNow and AI-enabled tooling to improve user experience, operational efficiency, and cost optimisation.

What you will be doing?

Knowledge Strategy & Governance: Define, own, and evolve a Global IT Knowledge Management Strategy aligned to ITIL 4, KCS, and organisational digital strategy, establish knowledge as a core capability within the Service Value System, embedding it across Incident, Problem and Request practices. Define and enforce knowledge governance, standards, policies, and controls ensuring consistency, quality, and compliance.
Knowledge Lifecycle Management: Own the end-to-end knowledge lifecycle (create, review, publish, consume, improve, retire). Drive Knowledge-Centred Service (KCS) adoption, ensuring knowledge is created and improved as part of daily workflows. Ensure knowledge is audience-focused, optimised for End users (self-service), Service Desk (L1) and Resolver groups (L2/L3)
ServiceNow & Tooling Enablement: Own and optimise Knowledge Management capabilities within ServiceNow, including:
- Knowledge base architecture and taxonomy
- Integration with Incident, Request, Virtual Agent, and Employee Centre
- Search optimisation and analytics
- Drive adoption of automation and AI capabilities, including:
  - AI-powered knowledge suggestions and case deflection
  - Chatbots / Virtual Agents for self-service
  - Auto-generation and summarisation of knowledge content (AI)
  - Intelligent search and recommendation engines
- Partner with platform teams to ensure tooling supports shift-left and self-healing capabilities.
Shift-Left, Self-Service & First-Time Fix Lead initiatives to reduce dependency on higher support tiers through:
- Improved L1 knowledge capability
- High-quality, reusable knowledge articles
- Expansion of self-service capabilities
Define and track KPIs such as:
- First Contact Resolution (FCR)
- Self-service adoption and deflection rates
- Knowledge reuse and effectiveness
Embed knowledge into operational processes to ensure "knowledge before escalation" principles.
Operational Management & Continuous Improvement Ensure effective day-to-day operation of the Knowledge Management function. Define and manage SLAs/OLAs for knowledge creation, review, and publishing. Lead continual improvement initiatives, leveraging analytics, user feedback, and AI insights.
Stakeholder & Supplier Management Act as a thought leader and advocate for Knowledge Management across IT and the wider business. Ensure third-party suppliers adhere to knowledge standards and contribute effectively to the knowledge ecosystem. Drive behavioural and Cultural change and adoption through communication, training, and engagement strategies.
People & Capability Development Build and develop Knowledge Management capability and expertise across IT. Coach teams in KCS practices, content quality standards, and knowledge reuse behaviours. Define roles such as Knowledge Authors, Reviewers, and Publishers, ensuring clarity of accountability.

Position qualifications

ITIL 4 Foundation (minimum), with higher-level certification desirable
KCS certification (preferred)
Relevant degree or equivalent professional experience (SFIA aligned)

Preferred requirements

Strong experience in IT Service Management (ITIL 4) with a practical understanding of Service Value System and practices.
Proven track record in implementing Knowledge Management strategies in complex, global organisations.
Hands-on experience with ServiceNow Knowledge Management and related modules.
Experience leveraging AI and automation tools to enhance service delivery and knowledge consumption.
Strong understanding of KCS (Knowledge-Centred Service) frameworks and adoption approaches.
Demonstrable success in delivering shift-left, self-service, and operational efficiency improvements.
Excellent stakeholder management, influencing, and communication skills across all organisational levels.

Regional Benefits