{"id":1443028,"url":"https://alion.io/job/ernst-young-service-knowledge-management-team-lead","title":"Service Knowledge Management Team Lead","company":{"id":2859,"name":"EY","domain":"ey.com","url":"https://alion.io/company/ey-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-29T05:29:06Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-11-01T00:54:50Z","board_verified":true,"closed_at":null,"days_open":33,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":33},"description":"At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.\nService Knowledge Management Team Lead\n Let us introduce you the job offer by EY GDS - a member of the global integrated service delivery center network by EY.\nKnowledge Management - Assistant Director\nThe Opportunity\nKnowledge 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.\nThis role will lead the day-to-day operations of the Service Knowledge Management function, providing leadership to a global team while partnering with Product Owners, Service Management teams, and technology stakeholders to improve knowledge quality, adoption, governance, and customer experience.\nThis 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.\nYour Key Responsibilities\nTeam Leadership & Development\nLead, coach, and develop a global team of Knowledge Management professionals.\nProvide day-to-day guidance, mentorship, and support to team members.\nFoster a collaborative, high-performing culture focused on quality, accountability, and continuous improvement.\nSupport performance management, career development, and knowledge-sharing across the team.\nAct as the primary escalation point for complex operational and stakeholder-related matters.\nStakeholder Management & Engagement\nBuild strong working relationships with Product Owners, Service Management teams, support organizations, and technology stakeholders.\nAct as a trusted advisor on knowledge management best practices and standards.\nInfluence stakeholders to drive knowledge ownership, accountability, and compliance with established processes.\nFacilitate workshops, training sessions, governance reviews, and stakeholder meetings.\nPromote a culture of knowledge sharing and continuous learning across the organization.\nKnowledge Management Operations\nOversee knowledge lifecycle activities including content reviews, quality assurance, governance, and maintenance activities.\nEnsure knowledge content remains accurate, relevant, and aligned with organizational standards and policies.\nMonitor operational performance and drive remediation of knowledge quality issues, gaps, and risks.\nCoordinate knowledge management activities across multiple product and service teams.\nSupport continuous improvement of knowledge processes, standards, templates, and governance practices.\nReporting & Continuous Improvement\nMonitor knowledge consumption, adoption, and quality metrics to identify opportunities for improvement.\nProduce and present operational reporting and insights to stakeholders and leadership.\nDrive initiatives that improve knowledge quality, findability, user experience, and overall program effectiveness.\nSupport implementation of new capabilities, tools, and process improvements that enhance knowledge management outcomes.\nSkills and Attributes for Success\nStrong leadership and people management skills.\nExcellent stakeholder management and relationship-building capabilities.\nStrong communication, presentation, and facilitation skills.\nAbility to influence without direct authority and drive positive outcomes across multiple teams.\nStrong organizational and prioritization skills with the ability to manage competing demands.\nProactive, solution-oriented mindset with a focus on execution and results.\nAbility to work effectively within global and culturally diverse teams.\nTo Qualify for the Role, You Must Have\nExperience leading or supervising teams in a global environment.\nExperience managing stakeholders across multiple functions and levels of seniority.\nExperience in Knowledge Management, Content Management, Service Management, or a related discipline.\nExperience working with ServiceNow, preferably within the Knowledge Management application.\nStrong analytical and reporting skills.\nExcellent written and verbal English communication skills.\nIdeally, You'll Also Have\nKnowledge-Centered Service (KCS) certification.\nITIL Foundation certification or higher.\nExperience delivering training, communications, or community engagement programs.\nFamiliarity with reporting and data visualization tools.\nExperience supporting organizational change or continuous improvement initiatives.\nUnderstanding of Agile ways of working.\nWhat We Look For\nWe are looking for a strong team leader with a passion for developing people, building trusted stakeholder relationships, and driving operational excellence.\nThe ideal candidate is someone who takes ownership, leads by example, creates structure and accountability, and can successfully influence diverse teams to achieve common goals. They are equally comfortable supporting day-to-day operations and leading initiatives that improve how the organization creates, manages, and shares knowledge.\nWhat we offer\nEY 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.\nContinuous learning: You’ll develop the mindset and skills to navigate whatever comes next.\nSuccess as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.\nTransformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.\nDiverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.\nEY | Building a better working world\nEY 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.\nEnabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.\nWorking 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.","description_format":"text","description_chars":7066,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Audit & Assurance Firms","Financial Advisory, Valuation & Restructuring","Management Consulting","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-09-29T05:29:06Z"}],"visa":[],"liveness":{"score":42,"band":"fade","label":"Fading","p_open":1,"p_active":0.768,"p_room":0.55,"age_days":33,"expected_fill_days":26,"reasons":["conf:5","velocity","win:tail","comp:brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/ernst-young-service-knowledge-management-team-lead","json_url":"https://alion.io/job/ernst-young-service-knowledge-management-team-lead.json","meta":{"generated_at":"2026-11-01T12:57:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19991,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2859},"rest":"https://alion.io/mcp/rest/get_company?id=2859"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fernst-young-service-knowledge-management-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fernst-young-service-knowledge-management-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fernst-young-service-knowledge-management-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ernst-young-service-knowledge-management-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fernst-young-service-knowledge-management-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1443028}},{"tool":"search_jobs","arguments":{"company":"ey.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1443028},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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