Knowledge Manager

Rolls-Royce is looking for an experienced Knowledge Manager to join their team in Derby. This role offers the chance to work on world-class solutions within a culture that values diversity and innovation. You will play a key part in shaping the modern world by powering, protecting, and connecting people.

Position Summary

The Knowledge Manager will own, develop, and continuously evolve the enterprise IT Knowledge Strategy. The goal is to enable high-quality, reusable knowledge that drives first-time fix, shift-left, and self-service outcomes. This 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.

What you will be doing:

• 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, taxonomy, integration with Incident, Request, Virtual Agent, and Employee Centre, and search optimisation and analytics. Drive adoption of automation and AI capabilities, including AI-powered knowledge suggestions, chatbots, auto-generation of content, and intelligent search. 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 knowledge articles, and expansion of self-service capabilities. Define and track KPIs such as First Contact Resolution (FCR), self-service adoption and deflection rates, and 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 higher-level certification desirable
• KCS certification (preferred)
• Relevant degree or equivalent professional experience (SFIA aligned)

Preferred requirements:

• Strong experience in IT Service Management (ITIL 4) with a practical understanding of Service Value System and practices.
• Proven track record in implementing Knowledge Management strategies in complex, global organisations.
• Hands-on experience with ServiceNow Knowledge Management and related modules.
• Experience leveraging AI and automation tools to enhance service delivery and knowledge consumption.
• Strong understanding of KCS (Knowledge-Centred Service) frameworks and adoption approaches.
• Demonstrable success in delivering shift-left, self-service, and operational efficiency improvements.
• Excellent stakeholder management, influencing, and communication skills across all organisational levels.

Regional Benefits

• Generous Annual Leave
• Retirement Savings through the Rolls‑Royce Retirement Savings Trust
• Group Life Assurance provides for a lump sum benefit if you die whilst employed by Rolls‑Royce
• Group Income Protection provides an income in the event that you are unable to work due to illness or injury
• Your Shares: Matched is a simple way to own Rolls‑Royce shares and invest in our future, together. Buy one share, get one free!
• Digital GP provides a convenient way for you to access GP consultations

Rolls-Royce is committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.