Service Knowledge Manager

Job Description

Job Title: Service Knowledge Manager

Department: Operational Excellence – Services

Location: Our Staines or Cheadle office

Closing date: 23rd October

Hybrid working: 3 days in office and 2 days from home

We are seeking a Service Knowledge Manager to join our Operational Excellence team within the Services organization. This role is responsible for the governance, development, maintenance, and continuous improvement of ADP’s Enterprise Knowledge Management (EKM) platform, ensuring associates have access to accurate, current, and accessible operational knowledge. The successful candidate will establish knowledge governance standards, partner with business stakeholders and subject matter experts to maintain high-quality content, and drive knowledge-sharing practices across the organization. This role will also support the knowledge and content strategy for the Services Academy and may deliver Academy training to new associates and existing teams when required.

Key Responsibilities

• Own and manage the content on the Enterprise Knowledge Management (EKM) platform, ensuring content is accurate, current, compliant, and easily accessible.
• Establish and maintain knowledge management governance, standards, processes, and content lifecycle management practices.
• Partner with Operational Excellence, Service Delivery Leaders, Quality teams, and Subject Matter Experts (SMEs) to create, review, approve, and maintain operational knowledge content.
• Lead the knowledge and content strategy for the Services Academy, ensuring onboarding programmes, role-based learning paths, and development initiatives are supported by accurate, current, and accessible knowledge resources.
• Deliver Service Academy training sessions for new associates and existing teams as required, ensuring consistent knowledge transfer and alignment with operational standards, processes, and best practices.
• Ensure all knowledge articles, process documentation, and procedural guides align with Standard Operating Procedures (SOPs), compliance requirements, and client-specific workflows.
• Conduct regular content audits and reviews to identify gaps, outdated information, duplication, and opportunities for knowledge improvement.
• Drive adoption and effective use of EKM through communication, engagement, and knowledge-sharing initiatives.
• Monitor knowledge management metrics and user feedback to assess content effectiveness and recommend improvements.
• Support change management activities by ensuring knowledge content is updated following policy, process, legislative, system, or client changes.
• Develop and maintain templates, standards, and best practices for knowledge creation to ensure consistency and ease of use.
• Partner with leaders to identify recurring knowledge gaps and implement knowledge-centred solutions that improve operational performance and service quality.

Skills and Competencies

• Strong knowledge management, content governance, and documentation management capability.
• Excellent written communication skills with the ability to translate complex operational processes into clear and user-friendly content.
• Strong stakeholder management and collaboration skills.
• Exceptional planning, organisation, and project management skills.
• Proficiency in knowledge management systems, Microsoft Office and collaboration tools.
• Analytical thinking with a focus on continuous improvement and operational effectiveness.
• Attention to detail and commitment to content quality, accuracy, and compliance.

Preferred Qualifications

• Bachelor’s degree in Learning & Development, HR or related field
• Minimum of 3 years’ experience in payroll operations or payroll L&D, preferably in a shared service or managed services environment.
• Experience administering enterprise knowledge management platforms and content repositories.
• Experience supporting learning programmes, onboarding initiatives, or training content development.
• Strong interpersonal, communication, and coaching skills.
• Ability to manage multiple initiatives in a fast-paced, deadline-driven environment.

Job Details

• Job Type: Permanent-FT (AC Only)
• Salaried: Salaried