Knowledge Manager / Service Request Manager

ITIL Based Service Support Manager

Oversees, facilitates and administers ITIL based service support. Manages and oversees service delivery through the effective implementation of Knowledge and Service Request practices. Participates in the management of Major Incidents. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.

Knowledge Management

• Manage the lifecycle of Knowledge for the customer.
• Build and maintain relationships with customers and stakeholders, ensuring that their needs are understood and met.
• Create, edit, assess and approve Knowledge Articles.
• Manage the periodic review cycle of Knowledge Articles, including the removal of outdated articles.
• Manage and improve the KM process and procedures; utilising AI as appropriate, identify and implement continuous improvement opportunities.
• Maintain high standards in written and spoken communication; generate and present reports to the customer.

Service Request Management

• Serve as the primary contact for Service Request process and compliance issues across all of the customer's service providers.
• Monitor and drive the efficiency and effectiveness of SRM processes, making recommendations for continuous improvement. This proactive approach will help identify and address potential issues before they escalate.
• Ensure that Service Requests are resolved within Service Level Agreement (SLA) targets in order to help maintain high standards of service delivery and customer satisfaction.
• Periodically audit Service Request tickets against Unisys standards and create improvement actions to uplift performance.
• Identify opportunities to create specific catalogue items from generic request tickets, streamlining the fulfilment process and improving the user experience.

You will be successful in this role if you have: 4-6 years' relevant experience Excellent Written and Verbal Communication Comprehensive knowledge of ITIL V3 / ITIL 4 processes and principles NV2 Security Clearance

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