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Knowledge Manager / Service Delivery Manager (ITIL v4 / KCS)

Hybrid in Madrid·Added 4 months ago (last checked 12 Oct)

Tecdata Engineering

1450 open roles

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Overview

Work mode: Hybrid, Madrid
Spanish: Fluent
English: Required
Other languages: French
Experience: 3+ years

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

Experience in knowledge management in IT environments.
Proficiency in ITIL v4 and KCS (Knowledge-Centered Service).
Experience in the creation and maintenance of technical documentation.
Management of taxonomies, metadata, and document structures.
Analysis of knowledge metrics and performance.
Experience with ServiceNow and SharePoint Online.
Agile methodologies applied to content management.
Knowledge of AI applied to knowledge management.

Nice to have

Experience in Service Desk or IT support.
Experience in document transformation projects.
French B2 or higher.

The role

We are looking for a senior Knowledge Manager (+3 years) responsible for designing, governing, and evolving the corporate Knowledge Management model, ensuring the quality, updating, and reuse of technical and end-user knowledge within IT environments.

The role has a strong strategic component oriented towards transforming document management into a structured, measurable, and optimized ecosystem, aligned with ITIL v4 and KCS frameworks.

Increase in article creation/updating (+30% target).
Improvement of internal user satisfaction.
Consolidation of the knowledge governance model.
Optimization of the structure in ServiceNow and SharePoint.
Improvement of content quality and reuse.
Quarterly reporting of metrics and evolution.
Assessment of Knowledge Management maturity vs ITIL/KCS.
12-month roadmap with quick wins and priorities.
Adoption and internal communication plan.
Diagnosis of the current document structure.

Strategic profile oriented towards knowledge management, document governance, and continuous improvement, with the ability to transform traditional repositories into an intelligent, structured, and reusable ecosystem, supported by analytics and artificial intelligence.

What you'll do

Design and implementation of the corporate Knowledge Management model.
Definition of workflows for the creation, review, approval, and publication of content.
Establishment of policies, standards, and best practices for document management.
Control of the knowledge lifecycle (creation, updating, archiving, and withdrawal).
Administration of ServiceNow Knowledge Management.
Advanced management of SharePoint Online.
Design of taxonomies, content structures, and metadata.
Preparation of integrations with future knowledge platforms.
Coordination of technical and end-user documentation.
Collaboration with support, IT, and business teams.
Standardization and reuse of knowledge at an organizational level.
Continuous improvement of the quality of published content.
Analysis of usage metrics through ServiceNow and Power BI.
Identification of knowledge gaps and structuring issues.
Prioritization of improvements with a measurable impact on efficiency and quality.
Generation of periodic reports with strategic recommendations.
Support in AI applied to document management initiatives.
Quality control of the knowledge used in chatbots.
Participation in knowledge automation projects.

How you'll work

📍 Madrid (hybrid model: 2 days on-site / week)
🕘 Schedule: 9:00 - 18:00
🎯 Level: N2 - Service Delivery Manager
🌐 Languages: English C1 · Spanish C2 · French highly valued (B2+)

About Tecdata Engineering

Tecdata Engineering (TECDATA ENGINEERING) is a technology consulting and services provider specialized in global technology projects, with a portfolio covering custom software development, legacy modernization, managed services, cloud infrastructure, Salesforce, cybersecurity (including SOC, pentesting and NIS2 compliance), and data & AI services, alongside IT talent services such as headhunting and staff augmentation. The company reports being founded in 2012 with around 500 employees ("Compañeros 500") and 5M in billing, and forms part of a broader technology consulting group with more than 550 consultants across 5 countries. It states it is present in major economic sectors including banking, telecommunications, and insurance.

In Spain, Tecdata Engineering hires across multiple locations including Madrid, Barcelona, and Bilbao, with a significant share of openings marked "Completamente remoto" (fully remote) or hybrid. Its careers portal organizes vacancies into departments such as Desarrollo y QA, Ciberseguridad, Cloud, DevOps, Sistemas y Producción, Gestión de Proyectos, Comercial, and RRHH, and current openings range from COBOL and mainframe-adjacent banking roles to data engineering, Salesforce, SAP, cybersecurity, and air traffic management QA. For international professionals considering a move to Spain, the volume of remote-eligible roles across the country is notable, though the company's careers and website content is published in Spanish.

Industry: IT Services
Founded: 2012
Employees: 500
Website: tecdata.es

Good to know if you are moving

Many openings are advertised as fully remote within Spain, e.g. "Senior Data Scientist – GCP Madrid · Completamente remoto" and "ML ENGINEER Madrid · Completamente remoto".
Hiring activity in Spain includes Madrid, Barcelona, and Bilbao, with hybrid and on-site arrangements depending on the role.
The company reports around 500 employees ("Compañeros 500") and was founded in 2012.
It is part of a technology consulting group with more than 550 consultants operating in 5 countries.
Its client sectors include banking, telecommunications, and insurance, so many roles involve regulated, enterprise-grade environments.

All open roles at Tecdata Engineering