Knowledge Content Management Product Owner

Technologies we use

About the project

Your responsibilities

• Own the end-to-end Knowledge & Content Management process and delivery,
• Build and lead a team of highly skilled SMEs and, in the future, manage a global team of Knowledge Managers,
• Drive process improvements, execution improvements and process quality,
• Monitor key KPIs, including MTTR, response times, First Contact Resolution and Digital Resolution,
• Develop Knowledge & Content for Service Operations and end customers through Conversational AI and AI-driven technology,
• Create the Knowledge & Content Handbook and Continual Learning, detailing Service Operations standards for Knowledge Management,
• Develop robust relationships with other interlinked Service Management processes, including Incident, Major Incident and Change Management,
• Create a blended time-zone model to deliver globally while ensuring Data Sovereignty and Customer Intimacy,
• Manage day-to-day financial activities, monitor financial performance related to cost and value drivers, and hold financial accountability for P&L,
• Implement toolsets and identify opportunities for automation.

Our requirements

• A minimum 2 years’ experience in an IT Leadership role
• Proven track record in Service Delivery, Knowledge Management
• Strong business awareness & Customer Focus
• Experience in identifying and implementing continuous service improvement initiatives
• Proven track record of resolving complex technical and non-technical issues, problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• Significant experience in managing and developing teams.
• Ability to work independently and as part of a team.
• Strong documentation and reporting skills.

What we offer

• Health and well-being
• Private medical care.
• Group life insurance.
• 24/7 Employee Support Program.
• Flexibility at work
• Work from modern offices with parking or from home.
• Workation.
• Time to recharge
• 2 paid “happy hours” per month, adding up to 3 extra days off annually.
• An additional day off after using your holiday entitlement – up to 30 days of leave per year.
• Holiday allowance.
• Perks and benefits
• MyBenefit cafeteria.
• Sport cards.
• Growth opportunities
• Free e-learning platforms.
• Shared costs for professional training and certifications.
• Making an impact
• Responsible business initiatives.
• Employee referral program.

Benefits