Associate Manager, GBS - Knowledge Management Delivery

Job description

The Knowledge Management Delivery Lead responsible for leading the day-to-day delivery of knowledge management operations while ensuring the successful execution of strategic KM initiatives and roadmap priorities. projects. This role will lead a team of knowledge management professionals, ensuring strong delivery discipline, team driving performance, engagement, operational excellence, and alignment with well-being across of the Knowledge Management COE strategy team.

Reporting to the Knowledge Management COE Lead, this role will help translate strategic direction into effective execution, sustained performance, ensures the team is supported, aligned, and delivering effectively against the KM strategy, roadmap, priorities, and continuous improvement across the Knowledge Management function. Agenda while maintaining the high standards established by leadership. The role serves as a people-focused delivery lead, helping remove obstacles, monitor execution, reinforce ways of working, and maintain a healthy team environment while contributing KM expertise in line an active contributor to knowledge management programs, partnering with the direction set by the Knowledge Management COE Lead.

Bachelor's degree in Business, Information Management, Knowledge Management, Communications, or a related field. 5+ years of experience in knowledge management, content management or a related discipline. 2+ years of people leadership experience, including coaching, performance management, and team development. Demonstrated experience leading cross-functional projects and driving successful delivery of business initiatives.

Strong understanding of knowledge management principles, governance, content lifecycle management, and continuous improvement methodologies. Excellent stakeholder management, communication, and relationship-building skills. Strong analytical and problem-solving abilities, with experience using metrics and data to drive decisions and performance improvements. Experience with enterprise knowledge management platforms such as ServiceNow, Salesforce Knowledge, or similar systems.

Experience supporting global or multi-regional teams. Familiarity with AI-enabled knowledge management, content transformation, or Knowledge-Centered Service (KCS) practices. Prioritize the well-being, engagement, and day-to-day support of Knowledge Management team members, ensuring the employees have the clarity, guidance, and environment needed to perform effectively. Lead daily team operations and ensure work is delivered in line with the KM strategy, roadmap, priorities, standards, and direction set by the Knowledge Management COE Lead.

Monitor team capacity, workload, productivity, quality, and delivery health; escalate, escalating risks or blockers early and supports corrective actions where needed. Provide regular coaching, feedback, and performance support to team members, with a focus on sustainable performance, accountability, and continuous development. Reinforce established KM ways of working, governance processes, content standards, and operational expectations across the team.

Contribute directly to operational KM-related projects and senior-level delivery work, including process improvements, content optimization, governance activities, platform-related initiatives, and other hands-on execution required to support roadmap delivery.