Digital Service Manager

The National Lottery Community Fund; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prominent funding organization in the UK seeks a Digital Service Manager for a 23-month fixed-term contract. The role involves managing the digital live service, ensuring it meets business and user needs, and fostering collaboration within a diverse team. Responsibilities include service performance management, stakeholder engagement, and knowledge sharing. This role offers a hybrid working model and is based anywhere in the UK, allowing for flexibility in home or office working.

Qualifications

• Experience managing live digital services including SLAs.
• Ability to lead incident resolution and root cause analysis.
• Experience creating service level reports and dashboards.

Responsibilities

• Manage the digital live service ensuring quality and performance.
• Share learning across teams for continuous improvement.
• Engage with stakeholders and manage service incidents.

Skills

Experience of managing live digital services

Hands-on experience of leading incident resolution

Ability to produce service level dashboards

Communication with diverse stakeholders

Knowledge of end-to-end digital platforms

Collaborative work in agile environment

Experience with helpdesk software

Job description

We are recruiting for a Digital Service Manager to join the Digital team on a 23-month Fixed Term Contract.

This is an exciting opportunity to join The National Lottery Community Fund as a Digital Service Manager.

The Fund’s digital live service is the front door to our communities. It encompasses the key touchpoints that users engage with on a daily basis to access our funding. You will have responsibility for managing the Fund’s digital live service on a day to day basis This includes ensuring it consistently meets business needs and user expectations. You will also have the opportunity to help improve our service.

You will be part of our Digital team. We’re a multi-disciplinary team, working to user-led design principles. You will work with other designers, product managers, developers, and colleagues from the rest of the Fund to ensure that our live service is performing to agreed standards.

You will be part of a service team who love sharing knowledge and experience. We’ll offer you support to further develop your skills, and opportunities to develop your experience and skills in a digital environment.

The responsibilities of the job include:

• Managing the digital live service including defining (SLAs) and ensuring the quality, availability, and performance of the service
• Proactively sharing learning across digital teams to support continuous improvement
• Creating service reports for a variety of stakeholders
• Wider stakeholder engagement and communication
• Managing service incidents through to resolution
• Maintaining service documentation and systems
• Identify service optimisation opportunities, and contribute to the implementation of proposed solutions.

Interview Date: Week beginning 10 March 2026

Interview Format: Virtual

Location: Hybrid working, anywhere in the UK. Choice of home or office working (offices in Belfast, Birmingham, Cardiff, Exeter, Glasgow, Leeds, London, Manchester, Newcastle, or Newtown). Some in person meetings, including quarterly away days across UK locations.

We’ll talk to you about where you are based and your working pattern if you get the job.

If you would like an informal conversation about the role specifically, please contact: Janine Knox [e-mail]

Any questions about the recruitment process, please email: [e-mail]

How to apply

Upload your CV in Word format and write a supporting statement of up to 1000 words. We'll use the following criteria to score your application – so you should show how you meet them in your supporting statement.

• Experience of managing live digital services or platforms including defining and monitoring SLAs and KPIs.
• Hands-on experience of leading incident resolution and root cause analysis.
• Ability to produce service level dashboards, reports, and performance summaries for stakeholders.
• Experience of working with diverse stakeholders and communicating effectively.
• Ability to create and maintain accurate service documentation and system records.
• Knowledge of end-to-end digital platforms (web, mobile, databases etc).
• Work collaboratively in an agile or fast-paced environment.
• Experience of manging service helpdesk software

Equity, Diversity and Inclusion

Communities in the UK come in all shapes and sizes. National Lottery funding is for everyone – therefore, we are committed to equity, diversity and inclusion and we work hard to ensure our funding reaches where it is needed.

We also believe our people should represent the communities, organisations and individuals we work with. That’s why The National Lottery Community Fund is committed to being an inclusive employer and a great place to work. We recognise and celebrate the fact that our people come from diverse backgrounds. We positively welcome applications from people from ethnic minority backgrounds, people with disabilities or longstanding health conditions, people who are LGBTQ+, and people from different socio-economic and educational backgrounds, as well as people of all ages.

As a Disability Confident Employer, we take a proactive approach in making reasonable adjustments, if needed, throughout the recruitment process and during employment. (This can be related to a physical and mental health condition.)