Job Description This is a hybrid roleAs a Knowledge and Service Support manager, you will be responsible for overseeing the creation, sharing, and utilization of knowledge within Connells, ensuring it's readily accessible and valuable to employees. You will develop strategies to capture, store, and distribute knowledge, often through knowledge bases and tools like confluence. Key responsibilities include identifying knowledge gaps, promoting a culture of knowledge sharing, assuring the suppliers delivery and ensuring information accuracy and accessibility. You will also support the supplier in their provision of knowledge and incident management service as part of transition, transformation and run.Your responsibilities will include: Drive knowledge sharing and self-service initiatives to improve first-call resolution rates and reduce support demand. Ensure the suppliers maintain an up-to-date knowledge base to support efficient issue resolution and reduce repeat incidents. Assure the knowledge management service provisioned by the supplier to ensure it is effective and align to Connells KM processes. Ensure the supplier escalates unresolved incidents in a timely manner and within agreed SLAs Develop and maintain policies and procedures for knowledge creation, validation, and updating. Oversee the process around tuning, relevancy, weighting, promoted content and other search mechanisms. Provide support for team on all levels of processes and procedures documentation standards and Knowledge Management techniques. Regularly assess knowledge assets, identify gaps, and implement strategies for improvement with internal teams and the supplier. Develop and implement processes for capturing, organizing, and storing valuable knowledge and information. Communicate effectively with stakeholders, internal and external, to promote knowledge management initiatives. Attend project closure meetings to capture lesson learned and knowledge articles creation review Work closely with Service Design and Transition teams to ensure the right support documentations are always produced and available. Attend weekly/ monthly supplier meetings, with focus on knowledge and service support. Attend Service Desk Daily Operations Management Meetings. Provide Support to supplier during transition and transformation phases with Service Desk incident process. The ideal candidate will have: ITIL understanding (preferably with an ITIL Foundation certificate but not mandatory). Knowledge of Excel, Outlook, Visio, Teams, and other Office 365 applications. ServiceNow experience (not mandatory). Excellent oral and written communications skills, Data Gathering and Analysis experience: Using and creating data sets to analyse service volumes and quality, Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about this role but your experience doesn’t fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.CF00617