Service Knowledge Management Team Lead

Location

Kochi

Other locations

Anywhere in Country

Salary

Competitive

Date

29 Sept 2026

Job description

Requisition ID

1745080

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Service Knowledge Management Team Lead

Let us introduce you the job offer by EY GDS – a member of the global integrated service delivery center network by EY.

Knowledge Management – Assistant Director

The Opportunity

Knowledge Management is a sub-function within Enterprise Technology Service Management. Our mission is to improve the technology support experience by enabling self-service, promoting knowledge sharing, and ensuring trusted information is available when and where it is needed.

This role will lead the day-to-day operations of the Service Knowledge Management function, providing leadership to a global team while partnering with Product Owners, Service Management teams, and technology stakeholders to improve knowledge quality, adoption, governance, and customer experience.

This role requires a strong people leader who can build relationships, influence stakeholders, drive accountability, and continuously improve knowledge management practices across a complex and fast-paced environment.

Your Key Responsibilities

Team Leadership & Development

Lead, coach, and develop a global team of Knowledge Management professionals.

Provide day-to-day guidance, mentorship, and support to team members.

Foster a collaborative, high-performing culture focused on quality, accountability, and continuous improvement.

Support performance management, career development, and knowledge-sharing across the team.

Act as the primary escalation point for complex operational and stakeholder-related matters.

Stakeholder Management & Engagement

Build strong working relationships with Product Owners, Service Management teams, support organizations, and technology stakeholders.

Act as a trusted advisor on knowledge management best practices and standards.

Influence stakeholders to drive knowledge ownership, accountability, and compliance with established processes.

Facilitate workshops, training sessions, governance reviews, and stakeholder meetings.

Promote a culture of knowledge sharing and continuous learning across the organization.

Knowledge Management Operations

Oversee knowledge lifecycle activities including content reviews, quality assurance, governance, and maintenance activities.

Ensure knowledge content remains accurate, relevant, and aligned with organizational standards and policies.

Monitor operational performance and drive remediation of knowledge quality issues, gaps, and risks.

Coordinate knowledge management activities across multiple product and service teams.

Support continuous improvement of knowledge processes, standards, templates, and governance practices.

Reporting & Continuous Improvement

Monitor knowledge consumption, adoption, and quality metrics to identify opportunities for improvement.

Produce and present operational reporting and insights to stakeholders and leadership.

Drive initiatives that improve knowledge quality, findability, user experience, and overall program effectiveness.

Support implementation of new capabilities, tools, and process improvements that enhance knowledge management outcomes.

Skills and Attributes for Success

Strong leadership and people management skills.

Excellent stakeholder management and relationship-building capabilities.

Strong communication, presentation, and facilitation skills.

Ability to influence without direct authority and drive positive outcomes across multiple teams.

Strong organizational and prioritization skills with the ability to manage competing demands.

Proactive, solution-oriented mindset with a focus on execution and results.

Ability to work effectively within global and culturally diverse teams.

To Qualify for the Role, You Must Have

Experience leading or supervising teams in a global environment.

Experience managing stakeholders across multiple functions and levels of seniority.

Experience in Knowledge Management, Content Management, Service Management, or a related discipline.

Experience working with ServiceNow, preferably within the Knowledge Management application.

Strong analytical and reporting skills.

Excellent written and verbal English communication skills.

Ideally, You'll Also Have

Knowledge-Centered Service (KCS) certification.

ITIL Foundation certification or higher.

Experience delivering training, communications, or community engagement programs.

Familiarity with reporting and data visualization tools.

Experience supporting organizational change or continuous improvement initiatives.

Understanding of Agile ways of working.

What We Look For

We are looking for a strong team leader with a passion for developing people, building trusted stakeholder relationships, and driving operational excellence.

The ideal candidate is someone who takes ownership, leads by example, creates structure and accountability, and can successfully influence diverse teams to achieve common goals. They are equally comfortable supporting day-to-day operations and leading initiatives that improve how the organization creates, manages, and shares knowledge.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career o