Service Knowledge Management Team Lead

Ernst & Young LLP ( EY India ); Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

EY GDS is seeking a Service Knowledge Management Team Lead to drive global knowledge management operations, governance, and customer experience. You will partner with Product Owners, Service Management, and technology stakeholders to improve knowledge quality and adoption.

The role requires strong leadership, stakeholder management, and experience with ServiceNow and KCS, with English communication excellence and a proactive mindset.

Qualifications

• Experience leading or supervising teams in a global environment.
• Experience managing stakeholders across multiple functions and levels of seniority.
• Experience in Knowledge Management, Content Management, Service Management, or a related discipline.
• Experience working with ServiceNow, preferably within the Knowledge Management application.
• Strong analytical and reporting skills.
• Excellent written and verbal English communication skills.
• Knowledge-Centered Service (KCS) certification (ideally).
• ITIL Foundation certification or higher.
• Experience delivering training, communications, or community engagement programs.
• Familiarity with reporting and data visualization tools.
• Experience supporting organizational change or continuous improvement initiatives.
• Understanding of Agile ways of working.

Responsibilities

• Lead a global Knowledge Management team; provide mentorship and development.
• Manage stakeholders; promote knowledge ownership and governance.
• Oversee knowledge lifecycle; ensure quality and governance across products.
• Monitor metrics and drive improvements; report to leadership.

Skills

Leadership

Stakeholder mgmt

Communication

Influence

Organization

Execution

Global teams

Tools

ServiceNow

KCS

Data visualization

Job description

Service Knowledge Management Team Lead

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Service Knowledge Management Team Lead

Let us introduce you the job offer by EY GDS – a member of the global integrated service delivery center network by EY.

Knowledge Management – Assistant Director

The Opportunity

Knowledge Management is a sub-function within Enterprise Technology Service Management. Our mission is to improve the technology support experience by enabling self-service, promoting knowledge sharing, and ensuring trusted information is available when and where it is needed. This role will lead the day-to-day operations of the Service Knowledge Management function, providing leadership to a global team while partnering with Product Owners, Service Management teams, and technology stakeholders to improve knowledge quality, adoption, governance, and customer experience. This role requires a strong people leader who can build relationships, influence stakeholders, drive accountability, and continuously improve knowledge management practices across a complex and fast-paced environment.

Your Key Responsibilities

• Team Leadership & Development Lead, coach, and develop a global team of Knowledge Management professionals. Provide day-to-day guidance, mentorship, and support to team members. Foster a collaborative, high-performing culture focused on quality, accountability, and continuous improvement. Support performance management, career development, and knowledge-sharing across the team. Act as the primary escalation point for complex operational and stakeholder-related matters.
• Stakeholder Management & Engagement Build strong working relationships with Product Owners, Service Management teams, support organizations, and technology stakeholders. Act as a trusted advisor on knowledge management best practices and standards. Influence stakeholders to drive knowledge ownership, accountability, and compliance with established processes. Facilitate workshops, training sessions, governance reviews, and stakeholder meetings. Promote a culture of knowledge sharing and continuous learning across the organization.
• Knowledge Management Operations Oversee knowledge lifecycle activities including content reviews, quality assurance, governance, and maintenance activities. Ensure knowledge content remains accurate, relevant, and aligned with organizational standards and policies. Monitor operational performance and drive remediation of knowledge quality issues, gaps, and risks. Coordinate knowledge management activities across multiple product and service teams. Support continuous improvement of knowledge processes, standards, templates, and governance practices.
• Reporting & Continuous Improvement Monitor knowledge consumption, adoption, and quality metrics to identify opportunities for improvement. Produce and present operational reporting and insights to stakeholders and leadership. Drive initiatives that improve knowledge quality, findability, user experience, and overall program effectiveness. Support implementation of new capabilities, tools, and process improvements that enhance knowledge management outcomes.

Skills and Attributes for Success

• Strong leadership and people management skills.
• Excellent stakeholder management and relationship-building capabilities.
• Strong communication, presentation, and facilitation skills.
• Ability to influence without direct authority and drive positive outcomes across multiple teams.
• Strong organizational and prioritization skills with the ability to manage competing demands.
• Proactive, solution-oriented mindset with a focus on execution and results.
• Ability to work effectively within global and culturally diverse teams.

To Qualify for the Role, You Must Have

Experience leading or supervising teams in a global environment. Experience managing stakeholders across multiple functions and levels of seniority. Experience in Knowledge Management, Content Management, Service Management, or a related discipline. Experience working with ServiceNow, preferably within the Knowledge Management application. Strong analytical and reporting skills. Excellent written and verbal English communication skills. Ideally, You’ll Also Have Knowledge-Centered Service (KCS) certification. ITIL Foundation certification or higher. Experience delivering training, communications, or community engagement programs. Familiarity with reporting and data visualization tools. Experience supporting organizational change or continuous improvement initiatives. Understanding of Agile ways of working.

What We Look For

We are looking for a strong team leader with a passion for developing people, building trusted stakeholder relationships, and driving operational excellence. The ideal candidate is someone who takes ownership, leads by example, creates structure and accountability, and can successfully influence diverse teams to achieve common goals. They are equally comfortable supporting day-to-day operations and leading initiatives that improve how the organization creates, manages, and shares knowledge.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning : You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

Experience Level Senior Level