Digital Service Manager

We are seeking an experienced Digital Service Manager to oversee high-impact digital services, ensuring excellent user experience, governance and continuous improvement.

Position: Digital Service Manager
Salary: £45,000 to £55,000 per annum (FTE)
Location: Remote, UK based
Hours: Full-time
Contract: Permanent
Closing Date: Friday 7 August 2026

About the Role

An exciting opportunity has arisen to join a small, purpose-led charity delivering digital services that help people access information, participate and create positive change.

As Digital Service Manager, you will be responsible for the effective management and development of several established online services. This role combines hands-on service delivery with strategic oversight, ensuring services remain user-focused, compliant and continuously improving.

Key responsibilities include:

• Ensuring digital services operate effectively and user support cases are managed efficiently
• Managing complex escalations, priority issues and information rights requests
• Overseeing governance, risk management, policies and processes
• Ensuring compliance with relevant legislation including data protection requirements
• Analysing service trends and identifying improvements
• Supporting colleagues and volunteers involved in frontline service delivery

This is a remote role within a collaborative, digital-first organisation.

About You

You will be an experienced digital service professional with a background managing complex, high-volume services.

You will have:

• Experience delivering and improving digital services
• A strong understanding of GDPR and information rights processes
• Knowledge of Freedom of Information, media law or online community moderation
• Strong judgement and confidence managing complex issues
• Excellent communication and stakeholder management skills
• Experience developing processes and improving service quality

You will be organised, solutions-focused and motivated by delivering digital services that make a difference.

About the Organisation

This values-led charity develops digital tools and services designed to improve access, engagement and participation. Working as part of a fully remote UK team, you will help ensure important online services continue to support thousands of users effectively.

The organisation values diversity and welcomes applications from candidates with different backgrounds and experiences.

Other roles you may have experience of could include Digital Product Manager, Service Delivery Manager, Digital Operations Manager, User Support Manager, Digital Services Lead, Product Operations Manager, Digital Programme Manager.

Please note this role is advertised by the recruitment agency acting for the client, NFP People.