Knowledge Manager

Who are we?

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds. Since 2000, we’ve been keeping businesses connected. At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof. Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

What’s it like to work for us?

We care about our colleagues and strive to give them the support they need to be the best version of themselves!  In fact, in our most recent Colleague Engagement survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication. We also aim to ensure that work works for you by offering flexible working, hybrid/home-based working styles (where possible), holiday purchase schemes, health & wellbeing programs, free day of annual leave for birthdays and more!

Location: Birstall

Salary: Up to £40,000 DOE (Pro Rata)

Contract Type: Permanent, Part-Time (20 hours per week)

Hours: Between 08:00 – 18:00, Monday to Friday

Working Style: Hybrid

Knowledge Manager – Join Our Services Team

Are you detail-oriented with a passion for process improvement and service excellence? Do you have experience in Knowledge Management within an IT environment and enjoy driving consistency, efficiency, and quality across teams? If so, we want to hear from you!

We're looking for a Knowledge Manager to join our friendly and collaborative Services team. In this exciting part-time role, you’ll play a key part in shaping and maintaining a high-performing Knowledge Management practice across a dedicated customer account within a multi-vendor IT service environment.

What You'll Do

• Act as the Service Integrator across multiple service providers.
• Define, implement, and optimise Knowledge Management processes within a fully integrated ITSM framework.
• Support a 3-tier Knowledge Management model (processes, procedures, work instructions).
• Manage the full knowledge article lifecycle – creation, review, publication, and retirement.
• Encourage and promote the consistent use of knowledge articles and customer self-service.
• Work with teams to improve content quality and maintain alignment with service processes.
• Support the configuration and utilisation of ServiceNow, particularly the Knowledge module.
• Help monitor knowledge performance metrics and identify areas for continual improvement.
• Champion governance standards and ensure best practices are followed.

What We're Looking For

Preferred Skills & Experience:

• Knowledge Management experience within an IT environment.
• Familiarity with ServiceNow, especially knowledge article management.
• Understanding of ITIL principles and how they support IT service delivery.
• Experience in a multi-vendor or outsourced IT model is a plus.
• Ability to drive content improvement and process alignment across teams.

Preferred Qualifications:

• ITIL v4 Foundation certification.
• Exposure to Knowledge Management tools within an ITSM framework.
• Awareness of service reporting and continual service improvement methods.

Key Competencies:

• Excellent organisational skills and keen attention to detail.
• A proactive, problem-solving mindset.
• Strong communication and collaboration skills.
• Willingness to learn, improve processes, and contribute to positive change.
• Ability to engage with multiple stakeholders across different service areas.

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.