Governance and Service Management Expert

Job Description

As a Governance & Service Management Expert, you will drive globally the standardization, accessibility, and continuous improvement of the organization’s Knowledge Management and Service Management frameworks. Partnering with Global Process Owners (GPOs), GBS Operations, and SMEs, you will ensure operational documentation accurately supports service delivery, compliance, and efficiency.

1. Knowledge Management Strategy & Governance

• Support the development, continuous enhancement, and implementation of the Knowledge Management framework aligned with business objectives.
• Define governance structures, including documentation standards, templates, taxonomy, metadata, ownership principles, and approval workflows.
• Promote a knowledge-sharing culture and best practices across the organization.

2. Documentation Management & Standardization

• Coordinate the creation, consistency, and quality assurance of operational documentation (Policies, SOPs, Work Instructions, Guidelines).
• Ensure documentation alignment with process hierarchy and service catalogues.
• Identify and eliminate redundant, obsolete, or duplicate documentation.

3. Knowledge Platforms & Digital Solutions

• Administer knowledge repositories and document management systems (e.g., SharePoint) while optimizing search mechanisms.
• Implement workflow automation and digital solutions to streamline the documentation lifecycle.
• Collaborate with IT and business stakeholders to enhance user experience and accessibility.

4. Reporting, Analytics & Continuous Improvement

• Monitor Knowledge Management KPIs and report on documentation quality, coverage, and compliance metrics.
• Identify knowledge gaps and drive continuous improvement initiatives to increase efficiency and adoption.

5. Service Management Support

• Support the development and maintenance of the Service Catalogue, ensuring accurate definitions and descriptions.
• ​​​​​​​Maintain service cards, dependencies, ownership data, and related service portfolio information.

6. Stakeholder Engagement & Capability Building

• Collaborate with Global Process Owners (GPOs), SMEs, and GBS Operations Teams to capture and maintain critical knowledge.
• ​​​​​​​Facilitate workshops and training sessions while providing guidance to document owners and contributors.
• Support onboarding and organizational learning initiatives through effective knowledge enablement.

Qualifications

• Bachelor's or Master's degree in Business Administration, Finance, Management, IT, or a related field.
• 3+ years of experience in Knowledge Management, Documentation Management, or Process Management – ideally within a GBS/SSC or multinational environment.
• Strong understanding of documentation frameworks, governance models, information architecture, and metadata.
• Hands-on experience with SharePoint (or other Document Management Systems) and advanced Excel skills for reporting and data analysis.
• Knowledge of workflow automation tools, such as Power Automate.
• Experience in training delivery and e-learning content development.
• Strong analytical thinking, excellent attention to detail, and the ability to structure and simplify complex information.
• Strong stakeholder management, collaboration, and teamwork skills.
• Proactive with a strong "can-do" attitude, customer-centric approach, and a focus on continuous improvement.
• English business proficiency.

Additional Information

• Stable employment based on an employment contract with fixed business hours, Mon–Fri (08:00/09:00 – 16:00/17:00), in a rapidly growing company within the SSC sector.
• A fast and secure remote recruitment process
• Comprehensive onboarding tailored to your individual pace, with continuous support from your Team Leader.
• Remote work
• Support in developing your individual career path.
• A comprehensive benefits package: Medicover private medical care, group insurance, access to the Medicover Benefits platform, co-financing for the Medicover Sport card, co-financing for language courses, additional leave for volunteering, and subsidies for eyeglasses.
• An e-learning platform and a wide range of specialized internal and external training conducted by qualified experts.
• Employee Referral Program, which rewards you for recommending new talent.
• Opportunity for active participation in various charity initiatives supporting local communities and organizations.
• Annual Bonus