Knowledge Manager

Knowledge Manager Derby Full time Why join Rolls-Royce? At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting, and connecting people everywhere. By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

Summary We have an exciting opportunity for a Knowledge Manager to join our team in Derby. Within this role you will own, develop, and continuously evolve the enterprise IT Knowledge Strategy, enabling high-quality, reusable knowledge that drives first-time fix, shift-left, and self-service outcomes. The role ensures knowledge is treated as a strategic asset, embedded across the service value chain, and leveraged through ServiceNow and AI-enabled tooling to improve user experience, operational efficiency, and cost optimisation.

Knowledge Strategy & Governance: Define, own, and evolve a Global IT Knowledge Management Strategy aligned to ITIL 4, KCS, and organisational digital strategy, establish knowledge as a core capability within the Service Value System, embedding it across Incident, Problem and Request practices. Define and enforce knowledge governance, standards, policies, and controls ensuring consistency, quality, and compliance. Knowledge Lifecycle Management: Own the end-to-end knowledge lifecycle (create, review, publish, consume, improve, retire). Drive Knowledge-Centred Service (KCS) adoption, ensuring knowledge is created and improved as part of daily workflows. Ensure knowledge is audience-focused, optimised for End users (self-service), Service Desk (L1) and Resolver groups (L2/L3) ServiceNow & Tooling Enablement: Own and optimise Knowledge Management capabilities within ServiceNow, including: Knowledge base architecture and taxonomy Integration with Incident, Request, Virtual Agent, and Employee Centre Search optimisation and analytics Drive adoption of automation and AI capabilities, including: AI-powered knowledge suggestions and case deflection Chatbots / Virtual Agents for self-service Auto-generation and summarisation of knowledge content (AI) Intelligent search and recommendation engines Partner with platform teams to ensure tooling supports shift-left and self-healing capabilities. Shift-Left, Self-Service & First-Time Fix Lead initiatives to reduce dependency on higher support tiers through: Improved L1 knowledge capability High-quality, reusable knowledge articles Expansion of self-service capabilities Define and track KPIs such as: First Contact Resolution (FCR) Self-service adoption and deflection rates Knowledge reuse and effectiveness Embed knowledge into operational processes to ensure “knowledge before escalation” principles. Operational Management & Continuous Improvement: Ensure effective day-to-day operation of the Knowledge Management function. Define and manage SLAs/OLAs for knowledge creation, review, and publishing. Lead continual improvement initiatives, leveraging analytics, user feedback, and AI insights. Stakeholder & Supplier Management: Act as a thought leader and advocate for Knowledge Management across IT and the wider business. Ensure third-party suppliers adhere to knowledge standards and contribute effectively to the knowledge ecosystem. Drive behavioural and Cultural change and adoption through communication, training, and engagement strategies. People & Capability Development: Build and develop Knowledge Management capability and expertise across IT. Coach teams in KCS practices, content quality standards, and knowledge reuse behaviours. Define roles such as Knowledge Authors, Reviewers, and Publishers, ensuring clarity of accountability. Position qualifications: ITIL 4 Foundation (minimum), with