Description
Position Title: Knowledge Management Lead
Reports to: Service Compliance & Knowledge Management Manager
Summary of Role:
The Knowledge Management Lead is also responsible for defining and implementing a holistic Knowledge Management System, defining the structure and ensuring that the Service Provider(s) populate the Knowledge base and that data is presented, utilised and reported in a consistent and repeatable manner. The Knowledge Management Lead will ensure that the Service Provider(s) utilise the internal tooling and that company standards are adhered to and that effective reporting can be generated in line with contractual requirements.
Principal Accountabilities:
Assist the Service Provider(s) in defining, implementing and maintaining the company Knowledge Management Systems Facilitate team and Service Provider(s) compliance with defined Knowledge Management requirements. Provide leadership and direction for the implementation of the Knowledge Management System. The Knowledge Manager ensures that the SIAM organization, client and Service Provider are able to gather, analyse, store and share knowledge and information. Responsible for the overall management of information of all types, produced internally or externally, designs policies for the authoring, storing and maintenance of the data content and ensures compliance with such policies and defined standards
Principle Challenges:
Ensure consistent approach to data presentation to the Knowledge Management System and that the system is used collaboratively by the Service Provider(s) and personnel
Ensure the Service Provider(s) performs the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of the agreement
Ensure that known issues are identified from Incidents and Problems reports and that these are highlighted within the Knowledge Management System
Drive consistency between the Knowledge Management Systems and the CMDB and ensure that effective links are in place
Ensure that actions arising from Audits are managed and completed by the Service Provider(s) within agreed timeframes and budget constraints.
Output & Results:
To improve efficiency by reducing the need to rediscover knowledge.
Job Environment:
Relevant experience and qualifications required:
6+ years of progressive experience of increasing complexity, including management of a highly matrixed organizations
Experienced with service integration within a sourced multi-provider environment
Experience in business systems and process planning
Experience of indirect management - managing by influence as opposed to positional authority Bachelor's Degree and required skillsets
Professional Competency Level
Good negotiation, influencing and problem resolution skills
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms
Ability to present ideas in business-friendly and user-friendly language
Good facilitation skills
Excellent interpersonal skills
Self-motivated and directed
Strong client service orientation
Team-oriented, collaborative leadership skills
Demonstrated ability to lead by example
Ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes
Collaboration and partnering skills
Ability to be firm, but fair, to achieve contracted deliverables and obligations
Technical Competency Level
Knowledge with and experience using ITIL framework
Experience with and knowledge of IT outsourcing activities in a managed services environment
Proven knowledge of all aspects of the IT functional areas
Knowledge of business environment, service requirements and culture
Good understanding of IT financial structures and ability to manage to corporate financial practices and goals - including drivers of process costs company behaviours
It is a given that all role-holders will be strong role models of the company
Behaviours:
Building Communities
Demonstrating Transparency
Taking Accountability
Driving Commerciality
Enabling Performance
Focusing on the Future
Valuing Professionalism
Daily Rate = Negotiable (depends on profile & experience)