This is an exciting opportunity to take on the role of Knowledge and Training Manager within Service Management for a large FTSE 100 with lots of opportunity to scope and influence the direction of the role.

This will include leading  and developing the organisation`s ability to gather, analyse, store, share knowledge and information assets across teams and suppliers in order to improve overall effectiveness and productivity across Technology Services for operational process and support knowledge.

You will also ensure the practitioners of operational service processes across the supply chain have verifiable knowledge of processes and standards to enable them to deliver high quality service and support to Live Services` customers. Assist the SI&O Leadership Team in leading promoting new tools, processes or practices to encourage engagement in the department.

Key tasks will include:

- Lead, develop, maintain, improve and promote Knowledge Management in Technology Services. Collaborate to configure (Knowledge, processes, tools, databases, templates, documents and reports)
- Create and maintain a catalogue of training aimed at developing and assessing knowledge of processes and standards.  (Use technology to ensure training solutions are easily accessible and align to multiple learning styles)
- Provide guidance and advice to SMEs to help them create and high quality process training materials. Develop and execute certification processes and tools to ensure that all people, across the supply chain, operating processes have demonstrated the required knowledge.
- Support the Service Performance Manager  and Head of SI&O in the effective delivery of Service Management across the organisation and its supply partners
- Work closely with all areas of Technology Services to enable knowledge transfer to the Service Desk to improve first time fix capabilities. Coordinate with Problem Management to ensure suitable work arounds to existing problems are recorded, managed and used effectively.
- Ensure knowledge artefacts are reviewed for relevance and accuracy prior to publication and that existing artefacts are regularly reviewed for relevance, accuracy and currency and updated / archived as appropriate.
- Ensure service knowledge artefacts are created, shared and maintained by 3rd party suppliers. Assure the quality and completeness of 3rd party knowledge artefacts.
- Provide education, guidance, support, to ensure adoption of and adherence to Knowledge management processes.
- Identify opportunities for improving service operations processes to drive cost and process efficiencies.
- Select, develop, manage and motivate the team in order to deliver required outcomes. Collaborate on resource planning / deployment to optimise use of shared resources.

Suitable candidates will have previously set up a portfolio of knowledge and training material working within Information Technology ideally. Any use of Sharepoint to create a database of material would be highly beneficial. Candidates will be considered who may lean towards training OR knowledge management (70/30 or 60/40).