Service Knowledge Management Team Lead

Location: Wrocław, 2 days office/3 days remote

Knowledge Management Team Lead - Assistant Director

Let us introduce you the job offer by EY GDS Poland - a member of the global integrated service delivery center network by EY.

The Opportunity

Knowledge Management is a sub-function within Enterprise Technology Service Management. Our mission is to improve the technology support experience by enabling self-service, promoting knowledge sharing, and ensuring trusted information is available when and where it is needed.

This role will translate KM direction into priorities and lead the day-to-day delivery of Service Knowledge Management, managing a global team and partnering with Product Owners and technology stakeholders to improve knowledge quality, reuse, self-service, governance, and customer experience.

This role requires a strong people leader who can build relationships, influence stakeholders, drive accountability, and continuously improve knowledge management practices across a complex and fast-paced environment.

Your Key Responsibilities

Team Leadership & Development

• Lead and develop a global team of Knowledge Management professionals.
• Set clear priorities, allocate capacity, and coach team members to deliver both operational commitments and improvement initiatives.
• Foster a collaborative, high-performing culture focused on quality, accountability, and continuous improvement.
• Support performance management, career development, and knowledge-sharing across the team.
• Act as the primary escalation point for complex operational and stakeholder-related matters.

Stakeholder Management & Engagement

• Build strong working relationships with Product Owners, support organizations, and technology stakeholders.
• Establish clear expectations with Product Owners for the accuracy, validation, maintenance, and timely recertification of knowledge within their service scope; use governance reviews and escalation to address gaps.
• Act as a trusted advisor on knowledge management best practices and standards.
• Facilitate workshops, training sessions, governance reviews, and stakeholder meetings.
• Promote a culture of knowledge sharing and continuous learning across the organization.

Knowledge Management Operations

• Manage the execution and monitoring of the Service Knowledge Management process, including lifecycle controls, content standards, quality assurance, review, recertification, feedback, and retirement.

• Hold knowledge owners accountable to meeting agreed content standards and review requirements, escalating outdated, inaccurate, or unowned knowledge.
• Partner with support and product teams to identify knowledge gaps from service interactions, search behaviors, and user feedback, and improve knowledge reuse across support and self-service channels.
• Promote continuous improvement of knowledge processes, standards, templates, and governance practices.

Reporting & Continuous Improvement

• Use knowledge quality, reuse, search, self-service, and lifecycle measures to identify risks, prioritize improvements, and demonstrate outcomes.
• Produce and present operational reporting and insights to stakeholders and leadership.
• Lead KM requirements and adoption for relevant ServiceNow Knowledge enhancements, working with platform and service stakeholders.
• Drive the delivery of initiatives that make knowledge more structured, reusable, and AI-ready.

Skills And Attributes For Success

• Strong leadership and people management skills.
• Ability to translate KM data and stakeholder needs into priorities, decisions, and measurable improvements.
• Excellent communication skills, stakeholder management and relationship-building capabilities.
• Strong organizational and prioritization skills with the ability to manage competing demands.
• Proactive, solution-oriented mindset with a focus on execution and results.
• Ability to work effectively within global and culturally diverse teams.

To Qualify for the Role, You Must Have

• Experience leading teams in a global environment.
• Experience managing stakeholders across multiple functions and levels of seniority.
• Experience in the area of Knowledge Management, Content Management or a closely related discipline.
• Experience with ServiceNow, preferably within the Knowledge Management module.
• Strong analytical and reporting skills.
• Excellent written and verbal English communication skills.

Ideally, You'll Also Have

• Knowledge-Centered Service (KCS) v6 Practices certification.
• An ITIL certification.
• Experience delivering training and communication programs.
• Familiarity with reporting and data visualization tools.
• Experience supporting organizational change or continuous improvement initiatives.
• Understanding of Agile ways of working.

What We Look For

We seek a proactive, hands-on leader who develops the team, monitors KM performance, and works with knowledge owners to deliver on KM direction. This person looks beyond day-to-day operations, using data and stakeholder conversations to anticipate needs, identify opportunities, and drive well-founded improvements through to delivery.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations - Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom - and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

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