Join EY GDS as a Service Knowledge Management Team Lead and shape the future of our technology support experience. This role is pivotal in enhancing self-service capabilities, fostering knowledge sharing, and ensuring critical information is readily accessible. You will lead a global team, collaborating with Product Owners, Service Management, and technology leaders to elevate knowledge quality, adoption, and governance.

We are seeking a dynamic leader with exceptional relationship-building and influencing skills. Your ability to drive accountability and continuously improve knowledge management practices within a fast-paced, complex environment will be key to your success.

As the Service Knowledge Management Team Lead, your responsibilities will include:

- Leading and developing a global team of Knowledge Management professionals, providing daily guidance and mentorship. - Cultivating a high-performing team culture focused on quality, accountability, and continuous improvement. - Serving as the primary point of contact for complex operational and stakeholder-related escalations. - Building robust relationships with key stakeholders across various functions and seniority levels. - Driving knowledge ownership and adherence to established processes through influence and collaboration. - Overseeing the entire knowledge lifecycle, ensuring content accuracy, relevance, and compliance. - Monitoring operational performance, identifying, and remediating knowledge quality issues. - Supporting the continuous enhancement of knowledge management processes, standards, and tools.

To excel in this role, you should possess:

- Proven experience leading or supervising teams within a global setting. - Demonstrated ability to manage diverse stakeholders across multiple functions and seniority levels. - Solid background in Knowledge Management, Content Management, Service Management, or a related field. - Experience utilizing ServiceNow, particularly its Knowledge Management application. - Strong analytical and reporting capabilities. - Excellent written and verbal English communication skills.

Ideally, you will also bring:

- Knowledge-Centered Service (KCS) or ITIL Foundation certification. - Experience in delivering training, communications, or engagement programs. - Familiarity with reporting and data visualization tools. - Experience with organizational change or continuous improvement initiatives. - An understanding of Agile methodologies.