Knowledge Management Lead (Eastwood, Quezon City)

IBM Business Services, Inc.; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

IBM Business Services, Inc. is seeking a Knowledge Management leader to own the KM strategy for the telecom account and drive governance across content lifecycle, change control, and continuous improvement.

The role oversees design, development, publishing, and retirement of knowledge content, aligning KM roadmaps with client and operations goals while standardizing tools and best practices. Strong leadership and executive communication are essential.

Qualifications

• BA/BS degree in Business, Communications, Information Management, or related field.
• Master’s degree or equivalent industry experience is preferred.
• Certifications in Knowledge Management or Process Governance are desirable.

Responsibilities

• Own the Knowledge Management strategy for the telecom account.
• Lead governance of all KM processes, including content lifecycle management, change control, and continuous improvement.
• Oversee the end-to-end design, development, publishing, and retirement of knowledge content.
• Manage the KM roadmap, priorities, and alignment with client and operational goals.
• Drive standardization and adoption of KM tools, templates, and best practices.
• Provide executive-level reporting, insights, and analytics to stakeholders.
• Coordinate with operations, training, quality, and client teams to ensure knowledge accuracy and availability.
• Lead a team of content managers, system administrators, and editors to deliver on KM objectives.
• Facilitate the knowledge change control board and resolve escalation issues.
• Ensure compliance with telecom regulatory, security, and brand requirements.

Skills

Leadership

Written communication

Time management

Analytical thinking

Interpersonal skills

Microsoft Office

Deadline management

Education

Bachelor’s degree in Business, Communications, Information Management, or related field

Master’s degree or equivalent industry experience

Certifications in Knowledge Management or Process Governance

Tools

Oracle

SQL-based reporting

Enterprise CMS tools

Job description

Responsibilities:

• Own the Knowledge Management strategy for the telecom account
• Lead governance of all KM processes, including content lifecycle management, change control, and continuous improvement
• Oversee the end‑to‑end design, development, publishing, and retirement of knowledge content
• Manage the KM roadmap, priorities, and alignment with client and operational goals
• Drive standardization and adoption of KM tools, templates, and best practices
• Provide executive‑level reporting, insights, and analytics to stakeholders
• Coordinate with operations, training, quality, and client teams to ensure knowledge accuracy and availability
• Lead a team of content managers, system administrators, and editors to deliver on KM objectives
• Facilitate the knowledge change control board and resolve escalation issues
• Ensure compliance with telecom regulatory, security, and brand requirements

Educational Qualifications Include:

Required:

• BA/BS degree in Business, Communications, Information Management, or related field

Preferred:

• Master’s degree or equivalent industry experience
• Certifications in Knowledge Management or Process Governance

Job Skills and Behaviors Include:

Required Minimum Skills:

• Strong leadership skills with ability to guide cross‑functional teams
• Excellent written communication and presentation skills
• Strong organizational and time management abilities
• Advanced analytical and decision‑making capability
• Effective interpersonal skills and ability to interact with executives and operations teams
• Expert PC skills (Excel, Word, PowerPoint)
• Ability to manage competing priorities and deliver under deadline pressure

Preferred Behaviors:

• Independent, proactive, and strategic thinker
• Strong attention to detail
• Ability to handle dynamic work environments and shifting business needs
• Highly collaborative; able to build trusting stakeholder relationships
• Creative problem solver with continuous improvement mindset

Preferred Experience:

• Telecom operations or contact center experience
• Experience leading KM or content strategy in a large enterprise
• Familiarity with platforms such as Oracle, SQL‑based reporting, or enterprise CMS tools