Digital Service Manager

Carer Support Wiltshire; Greater London; Remote; GBP 45,000 - 55,000; Full time

Job summary

Join a purposeful charity as a Digital Service Manager, leading the operation of vital civic tech platforms that empower citizens. In this full-time remote role, you'll manage a dedicated team, ensuring smooth service delivery while upholding legal standards like GDPR. You'll play a crucial role in enhancing community engagement and transparency, making a real difference in democracy. This innovative organization values diversity and actively encourages applications from all backgrounds, aiming to create a more inclusive team. If you're passionate about civic technology and ready to take on challenges, this opportunity is for you.

Benefits

Pension scheme (4% employer contribution)

Flexible working hours

Remote work opportunities

Professional development support

Qualifications

• Excellent understanding of GDPR and FOI laws essential.
• Strong decision-making and organizational skills required.

Responsibilities

• Oversee operations of digital services ensuring compliance and user satisfaction.
• Manage support queries and coordinate responses from the team.

Skills

GDPR understanding

FOI knowledge

Online safety and media law

Decision-making skills

Organisational skills

User-first mindset

Communication skills

Experience in community support

Job description

We have an exciting opportunity to join a purposeful charity as a Digital Service Manager on a permanent, full-time basis.

Do you want to make a difference every day? Do you want to lead and shape the future of critical civic tech platforms, supporting democracy and transparency while working with a passionate, remote team? If yes, then we’d love to hear from you…

Position: Digital Service Manager
Location: Fully Remote (UK-based)
Hours: Full time
Contract: Permanent
Salary: £45,000 – £55,000 per annum (FTE), plus pension (4% employer, 4% employee)

Closing Date: Thursday 15 May 2025. We reserve the right to close this vacancy early if enough suitable applications are received.

The Role

As our new Digital Service Manager, you’ll be responsible for the day-to-day running of the organisation's flagship civic platforms: WhatDoTheyKnow, FixMyStreet, TheyWorkForYou, and WriteToThem. These services help millions of people hold power to account, improve their communities, and engage in democracy.

You’ll lead our small but mighty service operations, managing a support officer and working closely with our expert volunteers. You’ll ensure smooth operation of our services, handling everything from GDPR and rights-based requests to moderating online communities, while feeding back insights to our development and strategy teams.

As the Digital Service Manager, you will:

• Oversee operations of all major digital services, with a focus on legal compliance, smooth service delivery, and user satisfaction
• Triage and manage incoming support queries, prioritising legal obligations and high-risk cases
• Coordinate a team of support staff and volunteers to provide timely, accurate, and compassionate responses
• Maintain and improve internal governance processes, policies, and legal compliance (e.g. GDPR, FOI, Online Safety Act)
• Proactively contribute to the improvement of services through feedback and collaboration with the wider team
• Act as the escalation point for complex issues, ensuring accountability and transparency
• Provide reports and insights to support strategy, service development, and risk management

About You

We’re looking for someone who’s as comfortable solving thorny service issues as they are improving systems and building relationships. You’ll bring a blend of practical experience, strategic thinking, and a strong belief in the power of civic technology.

You’ll ideally have:

• Excellent understanding of GDPR, FOI, and online safety and media law
• Strong decision-making and organisational skills
• A user-first mindset with an ability to translate user needs into action
• Great communication skills and confidence working with cross-functional teams
• Experience supporting online communities or moderating platforms
• Comfort working in a fully remote, collaborative environment

About the Organisation

We are a not-for-profit group pioneering the use of online technologies to empower citizens to take their first steps towards greater civic participation. We help people be active citizens with technology, research and data that individuals, journalists, and civil society can use, openly and for free. Almost two decades of working with a variety of individuals, community groups, campaigners and governments all around the world have helped us define the overarching values informing every aspect of our work and operations.

We are particularly interested in improving the diversity of our team and we welcome applications from all suitably skilled and experienced people, and particularly from candidates with Black, Asian or other Minority Ethnic heritage, in line with our EDI strategy.

We are monitoring our recruitment processes to ensure we are doing everything we can to encourage applications from people of all backgrounds.

Please note: This role is being advertised by NFP People on behalf of our client.