This job is with Reckitt, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

We are ReckittHome 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.​​

In IT&D;, you'll be a force for positive, 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 b

📌 IT&D Manager (Hyderabad)
🏢 Reckitt
📍 Hyderabad