Service Knowledge Manager

DescriptionRole: Service Knowledge Manager – REF [phone number removed]
Contracting Authority: Central Government
Contract Length: 120 working days
Location: Porton Down/Hybrid
IR35: Inside
Pay Rate to Intermediary: Market Rate
Security Clearance: Active SC
• Develop and construct a knowledge management policy and process.
• Develop and construct a knowledge Management central store
It is understood that this will be in ServiceNow.
• Develop a supportive and collaborative knowledge sharing culture to drive the successful
adoption of technology solutions for knowledge management.
• Provide access to informal, as well as formal, documented, explicit knowledge.
• Facilitate internal and external collaboration and communications.
• Capture, organise and develop information, knowledge and stories from employees,
customers and external partners for inclusion into the central repository.
• Develop a policy and process in order to maintain the knowledge offerings.
• Support the requirements to achieve the Service Integration and Management [SIAM] model proposed.
• Act as the acceptance of those policies and processes and own them within the team.
Including maintenance thereof.
• Support the contribution, sometimes lead, on the design of those policies and processes.
• Support the contribution of the requirements for the design of those policies and processes.
• Ensure that the policies and processes remain aligned to the target operating model and
adjust/lead to change or amend where necessary.
• Act as owner of the delivered policies and processes.
• Create and own any policies and processes further required in order to meet the objective of the target operating model.
• Adjust Policies and Processes as they move through the various phases of the digital
strategy future target operating model.
• Act as the Service Knowledge Owner subject matter expert.
• Makes recommendation to the people, policies and processes that supports the future target operating model.
• Support the programme in matters relating to service architecture related to the achievement of the future target operating model.
• Support the programme in the disaggregation of current incumbent
This could at times
require the individual to work alongside various suppliers in looking at service impacts and
assessment in the area of service knowledge management.
* A deep understanding of Service Knowledge Management in an evolving environment and a person who has previously acted as SME for a transition to a SIAM model
* ITIL V3 expert level.
* The ability to work alongside people to determine any capability deltas and construct a plan were necessary.
* The ability to guide and carry out awareness sessions in order to knowledge transfer.
* Experience of performing effectively to meet deadlines, maintaining focus in challenging
* situations and adapting to find solutions that meet the needs of stakeholders
* The ability to determine goals and priorities effectively and is able to stipulate the time,
* activities and resources required to achieve the set goals
* The ability to work independently
* A proven track record of a team member and leader with experience of remote management.
* Proven communication skills across multiple levels of the organisation, including senior
* management.
* The ability to articulate messages across a variety of audiences
* ITIL V3 expert level
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Salisbury, Wiltshire
Contract TypeContractAdded19dID906350