Knowledge Manager

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.

Values: Open, Trusted and Bold

Trusted Partners:

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Advanced Solution & Managed Service Provider Program

The Role

The Knowledge Management Lead is responsible for the design, implementation and oversight of the Knowledge Process and policy, all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets. They are required to work alongside stakeholders, internal and external, to promote and optimise the usage of the organisation’s knowledge assets.

Ideal candidates will possess strong interpersonal skills, great leadership, effective communication, problem-solving, coaching and teamwork skills. These skills are imperative to promote a culture of knowledge-sharing that is enabled through guidance and learning. As an experienced Knowledge Manager, the ideal candidate will be well versed with KCS (Knowledge Centred Service) methodology best practices, and will design the process, toolset and features to adhere to KCS v6 standards.

Key Responsibilities

• Design, deployment and ongoing management of the Knowledge Management (KM) process roadmap.
• Design, implement and deliver the training programme for the KM Process.
• Align processes and procedures to KCS (Knowledge Centred Service) best practices.
• Promotion of collaboration and knowledge sharing through defining, supporting and encouraging the use of knowledge to employees of all skill levels and roles.
• Build and drive a culture of knowledge sharing and serve as the advocate for KM initiatives.
• Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy.
• Design and evaluation of performance metrics against the defined critical success factors and correction of shortcomings and streamlining the process as necessary.
• Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, customers comply with process and content standards.
• Interface and collaborate with other processes and/or business functions to ensure they can leverage the benefits provided by the ITIL processes.
• Own and manage escalations relating to Knowledge Management for the business.
• Manage and leverage existing toolset functionality to support the effective and efficient delivery of the process.
• Design KPIs are ensure they are reported on, and their targets met.
• Support other areas of the business that require or could benefit from knowledge management practices, processes or information.
• Coordination with suppliers, contractors, 3rd parties and stakeholders as required.
• Identify opportunities and submit proposals for continuous improvement with respect to tools, staff, training, process, procedures and work instructions.
• Management and coaching of other roles under the Knowledge function.
• Coordinate across the business to align KM strategy with broader organisational learning strategies.
• Evaluate, revise, and continuously improve the KM framework workflow and procedures as the organisation scales.
• Bring relevant industry insights to incorporate into the KM framework.
• Identify and celebrate success stories from the KM Program.
• Design and develop incentive mechanisms to acknowledge and highlight active participants.

Skills & Experience

Essential:

• Current proven experience in implementing KM strategies in the technology industry or within technical groups in line with KCS best practice.
• Good working knowledge of KCS methodology.
• Experience designing workflows and processes.
• Project management experience.
• 3 years ITIL Operational experience and a strong knowledge of ITIL v4 and ISO 20000.
• Experience operating and managing within an IT Service Management environment.
• Good level of technical understanding.
• Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organisations.
• Self-motivated and capable of identifying one’s own activities as well as the solutions necessary to maintain and improve processes.
• Able to work both as part of a team and as an individual.
• Strong people skills and a coaching/mentoring mentality.

Desirable:

• KCS certification(s)
• Understanding and experience of ServiceNow

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.