Knowledge Manager (IT Service Management)
- Team
- Digital & Tech
- Store
- Salford Quays
- Location
- Salford, Greater Manchester
- Salary
- Competitive + Benefits
- Closing date: 4th August 2026
How We Hire
Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.
About the role
This section tells you all you need to know about the position and its responsibilities, outlining everything we hope to see in a successful candidate.
To stay close to our customers and colleagues, our support teams are in the office for at least three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.
All the details
Summary
Join our Service Management team and help shape how knowledge is captured, shared and used across D&T. Reporting to the Head of Service Experience, you’ll lead the Knowledge Management practice, working closely with our managed service partner and a wide range of stakeholders to ensure knowledge is easy to find, high quality and continuously improved. By building collaborative relationships across teams, you'll champion best practices, enable continuous learning, and drive a more seamless and effective service experience for colleagues and customers alike.
What you'll do
Lead and continuously improve the end-to-end Knowledge Management process, ensuring D&T products and services are supported by accurate, accessible and high-quality knowledge.
Develop and implement Knowledge Management strategies, policies and best practices, using data, feedback and insights to drive ongoing improvements across D&T.
Build, maintain and optimise knowledge repositories, content management systems and knowledge assets, ensuring information remains relevant, compliant and easy to find.
Partner with subject matter experts, stakeholders and teams across the business to capture, share and promote knowledge, fostering a culture of collaboration and continuous learning.
Monitor the effectiveness of the Knowledge Management practice through audits, reporting, training and performance metrics, ensuring colleagues have the tools and support they need to succeed.
Who you are
Significant experience in Knowledge Management, including developing and implementing knowledge strategies, frameworks and governance that deliver measurable business value.
Strong understanding of IT Service Management and ITIL v4 practices, with experience across areas such as incident, problem, change, release, asset and configuration management.
Proven ability to build effective relationships and collaborate with stakeholders, suppliers and teams at all levels, influencing positive outcomes and driving continuous improvement.
Excellent analytical, organisational and communication skills, with the ability to translate complex information into clear, accessible and actionable knowledge.
Strong technical awareness, including experience with knowledge and ITSM platforms such as ServiceNow, BMC Helix, Jira, Confluence and GitHub; experience in retail, people leadership, training, change management and data-driven decision-making would be advantageous.
What’s in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We’re inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.
Here are just a few of the benefits that make working here even more rewarding:
20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation
Competitive holiday allowance with the option to buy more
Discretionary bonus schemes linked to your performance and ours
Strong pension and life assurance to help plan for the future
Tailored induction and training to support your development from day one
Exclusive perks and savings through our M&S Choices portal
Market-leading family policies, including parental, adoption and neonatal leave
24/7 wellbeing support, including virtual GP access and mental health services
One paid volunteer day a year to support a cause that matters to you
Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
#LI-hybrid #LI-LS1 #hybridrole
Meet the Team
Being an in-person business
We're at our best when we're close to customers, and for many of us at M&S, that means working in store every day.
To stay close to customers, our support teams are in the office three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected. It also means we can solve problems as soon as they arise, learn and grow as a team, build trust, and get closer to our colleagues.
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Make Your Mark
Upcoming projects
Take part in our M&S Digital & Tech team days. Grow your digital and data skills through our BEAM Academy. Or challenge yourself at one of our business-wide hackathons. We also partner with Women in Data, Databricks and Cajigo to increase opportunities for women in digital and data.
Opportunities to be heard
Your voice and your ideas matter here. Our 8 colleague networks are places to find support, listen to each other and encourage debate. You can pitch ideas ‘Straight to Stuart’, our CEO, or get involved in our BIG (Business involvement Group).
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Benefits
How to Apply
Here’s what to expect at each stage of the application process. This can change depending on the role you’ve applied to. If you need any reasonable adjustments made at any stage, let us know and we can help.
Send us your application
Fill in our short application form and hit submit.
Online assessment
Depending on the role you are applying for, you may be invited to do an assessment. Your Talent Acquisition Partner will guide and inform you along the way.
Interview
We'll invite you to join us for an interview. This could be remote or in person. Here, we'll ask you some role based technical questions and examine the behaviours we're looking for.
Decision
After we’ve made our decision, we’ll be in touch. If you’ve been successful, we’ll officially invite you to join the team and let you know the next steps.
Knowledge Manager (IT Service Management)
- Team
- Digital & Tech
- Store
- Salford Quays
- Location
- Salford, Greater Manchester
- Salary
- Competitive + Benefits
- Closing date: 4th August 2026
- Reference: 120995