Service Knowledge Management Team Lead

Description

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. 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.

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.

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.

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.

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.