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IT&D Manager - Service Management - Knowledge & Service Catalogue

City: Hyderabad

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Information Technology & Digital

In IT&D, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products.

Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen.

Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.

About the role

We are seeking an experienced IT Service Management professional to lead the governance, continuous improvement, and adoption of Knowledge Management and Service Catalogue Management across the global IT organization.

This role will be responsible for ensuring that knowledge assets, support documentation, service information, and service offerings are consistently managed, maintained, and accessible to both IT teams and end users. The successful candidate will establish governance frameworks, drive process standardization, and improve the overall user experience through effective knowledge and service lifecycle management.

As part of the Service Management function within IT Operations, the role will collaborate closely with Service Owners, Product Teams, Service Desk, Operations Teams, and Service Providers to ensure knowledge and service information remain accurate, relevant, and aligned to business needs. Key Responsibilities

Your responsibilities

Knowledge Management:

Own and govern the Knowledge Management process across the global IT organization.
Define standards, policies, and operating procedures for knowledge creation, review, approval, publication, and retirement.
Drive the creation and maintenance of high-quality knowledge articles, KEDBs (Known Error Databases), support documentation, and user guidance.
Partner with Service Desk, Operations, Product, and Engineering teams to improve knowledge capture and reuse.
Establish and monitor knowledge quality, adoption, and effectiveness metrics.
Promote self-service and knowledge-centered support practices to improve user experience and operational efficiency.
Drive continuous improvement initiatives that enhance knowledge accuracy, accessibility, and reuse.

Service Catalogue Management:

Own and govern the Service Catalogue Management process across the IT organization.
Maintain an accurate, business-aligned catalogue of IT services and service offerings.
Ensure service definitions, descriptions, ownership, support models, and service commitments remain current and standardized.
Partner with Service Owners and Product Teams to define, onboard, update, and retire service offerings.
Improve catalogue usability, consistency, and end-user experience.
Establish governance processes to ensure service catalogue quality, completeness, and compliance.
Support service portfolio management activities through effective service catalogue governance.

Service Experience & Continuous Improvement:

Drive initiatives that improve user experience, service transparency, and self-service adoption.
Identify opportunities to simplify service consumption through improved knowledge and catalogue design.
Develop reporting and insights to measure process effectiveness and identify improvement opportunities.
Support broader IT Operations and Service Management transformation initiatives.

ITIL Service Management & ServiceNow:

Apply strong working knowledge of ITIL Service Management practices and their integration with Knowledge and Service Catalogue Management.
Utilize ServiceNow as the primary platform for managing knowledge articles, service catalogue offerings, workflows, and reporting.
Ensure alignment between Knowledge Management, Service Catalogue Management, Incident Management, Problem Management, Change Management, and Service Request Management processes.
Drive adoption and effective utilization of ServiceNow capabilities that enhance user experience and process maturity.

AI, Automation & Operational Excellence:

Leverage automation and AI-enabled capabilities to improve knowledge discovery, content management, and service consumption.
Support initiatives that enhance self-service and reduce effort across support operations.
Drive continual improvement through analytics, user feedback, and process optimization.

Vendor, Governance & Stakeholder Management:

Collaborate with Service Owners, Product Teams, Business Stakeholders, and Service Providers to ensure knowledge and service information remains accurate and relevant.
Operate effectively within a global multi-vendor environment, driving accountability for process adherence and data quality.
Provide governance, reporting, and recommendations to improve process maturity and user experience.

The experience we're looking for

Significant experience in IT Service Management, Service Operations, or ITSM Process Governance, typically around 15 years.
Proven experience in Knowledge Management and/or Service Catalogue Management within a large enterprise environment.
Strong understanding of ITIL frameworks and service management best practices.
Experience working with ServiceNow Knowledge Management and Service Catalogue modules.
Experience establishing governance frameworks, standards, and process controls.
Strong stakeholder management, communication, and influencing skills.
Experience driving process adoption, user experience improvement, and continuous improvement initiatives.

Preferred Qualifications:

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
ITIL v4 Certification.
ServiceNow CSA certification and/or ServiceNow ITSM certification.
Knowledge-Centered Service (KCS) certification or equivalent experience.
Experience in global, multi-vendor, and SIAM-based environments.

The skills for success

Knowledge Management and/or Service Catalogue Management within a large enterprise environment.
Strong understanding of ITIL frameworks and service management best practices.
Experience working with ServiceNow Knowledge Management and Service Catalogue modules.
Experience establishing governance frameworks, standards, and process controls.
Strong stakeholder management, communication, and influencing skills.

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.

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