Digital Service Manager

NFP People; United Kingdom; On-site; GBP 45,000 - 55,000; Full time

Job summary

An exciting opportunity awaits to join a purposeful charity as a Digital Service Manager. This role involves leading the operations of critical civic tech platforms that empower citizens and support democracy. As part of a passionate remote team, you will ensure smooth service delivery while managing legal compliance and user satisfaction. Your strategic thinking and practical experience will help improve systems and foster relationships within the organization. This is a chance to make a meaningful difference in the community while working in a collaborative environment dedicated to civic engagement.

Benefits

Pension scheme (4% employer contribution)

Flexible working hours

Remote work opportunities

Diversity and inclusion initiatives

Qualifications

• Experience managing complex, high-volume digital services.
• Strong understanding of legal compliance and user satisfaction.

Responsibilities

• Oversee operations of major digital services with a focus on user satisfaction.
• Manage support queries and coordinate a team for timely responses.

Skills

Management of digital services

GDPR knowledge

Decision-making skills

Organizational skills

Communication skills

User-first mindset

Experience with online communities

Job description

Digital Service Manager

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 our 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:

1. Oversee operations of all major digital services, with a focus on legal compliance, smooth service delivery, and user satisfaction
2. Triage and manage incoming support queries, prioritising legal obligations and high-risk cases
3. Coordinate a team of support staff and volunteers to provide timely, accurate, and compassionate responses
4. Maintain and improve internal governance processes, policies, and legal compliance (e.g. GDPR, FOI, Online Safety Act)
5. Proactively contribute to the improvement of services through feedback and collaboration with the wider team
6. Act as the escalation point for complex issues, ensuring accountability and transparency
7. 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:

1. Experience managing complex, high-volume digital services
2. Excellent understanding of GDPR, FOI, and online safety and media law
3. Strong decision-making and organisational skills
4. A user-first mindset with an ability to translate user needs into action
5. Great communication skills and confidence working with cross-functional teams
6. Experience supporting online communities or moderating platforms
7. 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. We would ask you to please complete our optional equalities monitoring form. The information you share in the form will be anonymous and will not influence the assessment of your application.