IT Senior Manager, Knowledge Management (KM)

IT Senior Manager, Knowledge Management (KM)

Description -

Job Summary (Role Purpose)

The IT Senior Manager - Knowledge Management leads the end-to-end KM function, owning the KM strategy and operating model, and driving delivery through a balanced mix of technical enablement (platforms, search, AI/automation, integrations, analytics) and functional leadership (process, governance, change management, stakeholder alignment). The role ensures knowledge is trusted, discoverable, reusable, and compliant, enabling business outcomes such as improved customer experience, operational efficiency, and workforce scalability.

Scope & Outcomes

Scope includes: KM strategy, governance, lifecycle management, taxonomy/metadata standards, KM tooling/platform ownership, adoption programs, and reporting business impact through measurable KPIs.

Primary Outcomes (examples):

• Increased search success / reduced time-to-answer and time spent hunting for information
• Higher content reuse, consistency, and reduced duplication of effort
• Strong governance with clear ownership, review cadences, and compliance readiness

• Establish technical direction for KM platforms: search relevance, information architecture, analytics instrumentation, integrations, and automation patterns.
• Implement disciplined delivery workflows (intake scoped draft review approved published maintained archived).
• Ensure tooling choices and implementations are secure, usable, scalable, and support efficient knowledge flow.
• Drive AI-assisted authoring/review and metadata/tagging while maintaining sharp human accountability for accuracy and approvals.

• Own KM operating model and governance across the knowledge lifecycle (planning, capture, classification, dissemination, assessment, refinement, retirement)
• Build and run a sustainable content program: prioritization, editorial standards, review cadence, and stakeholder engagement routines.
• Create training and enablement mechanisms to close knowledge gaps and drive adoption.

• 8+ years in IT, Knowledge Management, Digital Operations, or related functions, including leadership of cross-functional programs. (Suggested)
• Demonstrated experience building KM governance, taxonomy, and lifecycle operations.
• Hands-on experience owning or implementing KM platforms (content repositories, search, workflow automation).
• Strong stakeholder leadership: can influence across Ops, Product, Engineering, Security/Privacy, and L&D.
• Experience defining and tracking KM metrics and translating results into business outcomes.

• Experience with AI-assisted knowledge workflows, retrieval/search tuning, and automation.
• Experience building "front door" intake models and structured review/approval pipelines at scale

• No sponsorship
• In office 3 days a week

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.