Senior Knowledge Management Manager

Job Summary

Seeking a visionary and strategic Senior Knowledge Management Manager, this full-time remote position will drive the KM strategy across IT domains, champion a collaborative culture, and enhance self-service capabilities while reducing Mean Time to Resolution (MTTR).

Key responsibilities

• Manage the implementation of a "shift-left" strategy to improve self-service capabilities across IT Services
• Consolidate fragmented knowledge bases into a central ITSM platform and chair a cross-functional Knowledge Governance Board
• Integrate Knowledge Management with CMDB processes to ensure accurate mapping of technical documentation to Configuration Items

Required qualifications

• 7 years of experience in scaling Knowledge Management within complex Infrastructure & Operations environments
• Experience managing enterprise ITSM knowledge platforms, including hands-on use of CMDB for impact analysis
• Deep expertise in Knowledge-Centered Service (KCS) and ITIL frameworks
• Strong background in designing technical taxonomies and establishing unified content policies
• Proven track record as a data-driven, process-oriented leader with the ability to unite technical teams