Knowledge and Service Transition Manager
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At BCLP, we’ve built our firm on the foundations of thinking differently. Curious, inquisitive and unbound by tradition, we’re building change within our sector and beyond.
It starts with our people, which is why we need a Knowledge and Service Transition Manager to join our team and to lead the development, governance, and continuous improvement of our knowledge management practices and manage the transition of new or changed IT services into operation. You will also report to the Senior Global Service Desk Manager.
The role is crucial for ensuring our technology teams and end users have access to accurate knowledge that supports effective service delivery, while also overseeing all aspects of service transition to reduce service disruption.
The Knowledge and Service Transition Manager will lead the design, implementation, and governance of knowledge management practices while ensuring smooth service transitions for new or changed services across our global technology organization. Operating within a ServiceNow environment, this role bridges knowledge strategy with service transition processes to deliver operational excellence and a seamless user experience.
You’ll be responsible for
Knowledge Management
• Develop and maintain a global knowledge management strategy aligned with ITIL principles.
• Define taxonomy, metadata standards, and governance for knowledge lifecycle
• Manage and optimise the ServiceNow Knowledge Base, ensuring accurate, structured, and accessible content.
• Drive adoption of a knowledge sharing culture through training, workshops, and stakeholder engagement
• Conduct audits and implement feedback processes to maintain content accuracy and relevance.
• Use analytics and automation to improve article effectiveness and suggest knowledge based on trends.
• Liaise with SMEs to capture and structure knowledge for core applications and services.
• Leverage AI and predictive technologies to personalised knowledge delivery.
Service Transition
• Plan and manage service transition for new or modified services, ensuring operational readiness through detailed transition plans.
• Identify, assess, and mitigate risks; acting as the escalation point for issues during service introduction.
• Collaborate with project teams and stakeholders to communicate status, risks, and readiness.
• Ensure service changes follow the Change Management processes; coordinating with the CAB for approvals.
• Oversee release planning, testing, and deployment; validating functionality, performance, and security with the QA team.
• Deliver knowledge articles, documentation, and training; ensuring operational teams have the required support materials.
• Ensure the service is fully prepared for monitoring, performance tracking, and support, and that it delivers what was promised before launch
• Manage transition to production with minimal disruption; maintaining accurate configuration and asset records as required
• Conduct post transition reviews and recommend process improvements.
• Ensure adherence to ITIL Service Transition processes
Skills and experience required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Minimum 3 years’ Knowledge and Service Transition experience in a global professional services environment
• Proven experience in Service Transition within the ITIL framework, including complex global service introductions
• Experience designing and implementing knowledge strategies, repositories, and governance models
• Strong background in content lifecycle management, taxonomy, and metadata standards
• Proficiency with knowledge management tools; awareness of AI driven knowledge solutions and emerging technologies
• Knowledge of infrastructure, applications, and cloud environments
• Familiarity with ITIL Service Transition processes
• Degree in an Technology related discipline
• ITIL and PRINCE2 certifications advantageous
• Excellent communication skills for clear, instructional content and stakeholder engagement
• Strong client service focus and commitment to continuous learning and knowledge sharing
Competencies
• Strong planning, organisational, and analytical abilities
• Excellent risk management and impact assessment skills.
• Effective communication with technical and non-technical stakeholders.
• Skilled in documentation, knowledge management, and training delivery.
• Proven problem solving and issue resolution capabilities.
• Ability to work under pressure and manage multiple priorities.
• Sound decision making and governance policy development.
• Expertise in creating clear, user-friendly content and enforcing compliance.
Supervisory Responsibility
This role has no supervisory responsibilities.
Work Environment
• Ability to work under pressure and manage multiple priorities This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Travel
• This position requires intermittent travel domestically and internationally.
At Bryan Cave Leighton Paisner we understand the value of a diverse workforce and we believe people perform at their best when they can truly be themselves at work. We aim to create an inclusive environment where all our employees are valued, motivated and able to be themselves. In order to provide the best possible service to our diverse client base, we are committed to recruiting, retaining, rewarding and developing our people with regard to their abilities and contributions and without reference to their background, gender, gender identity or expression, ethnic origin, age, religion, sexual orientation, socio-economic status, political belief, disability or any other protected characteristic.