Governance and Service Management Expert

As a Governance & Service Management Expert you will drive globally the standardization accessibility and continuous improvement of the organizations 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 :

• Bachelors or Masters 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.
• 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.

Nice to have:

• Knowledge of workflow automation tools such as Power Automate.

Additional Information :

• Stable employment based on an employment contract with fixed business hours MonFri (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

Remote Work :

Yes

Employment Type :

Full-time