Digital Service Manager - Live Ops & Adoption

Environment Agency; Hexham; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

The Digital service specialist will lead the ongoing service management of SEA Change, a Power Platform that supports the Environment Agency’s P3M capability. The successful candidate will play a key role in ensuring the tool offers a user‑centred live service, establishing effective service management processes, support arrangements and user guidance.

SEA Change provides project and portfolio managers one place to record key information, such as budgets and project status updates.

Qualifications

• Create internal workflows, guidance documents and training to support a digital service.
• Support products transitioning into live operation.
• Manage user-facing technical issues, change and knowledge management processes.
• Excellent customer management across seniority levels.
• Strong communication to influence and improve across teams.
• Support live products and continuous improvement with a product manager.

Responsibilities

• Service readiness and transition of new functionality to live operation.
• Development of service documentation, guidance and support materials for new and existing functionality.
• Design and implementation of support and governance processes.
• Stakeholder engagement, training and user adoption activities.
• Continuous improvement of the service as the product evolves.

Skills

Workflow docs

Live operation support

Issue resolution

Customer management

Stakeholder communication

Service improvement

Education

ITIL Foundation

Tools

Power Platform

Job description

The Digital service specialist will lead the ongoing service management of SEA Change, a Power Platform that supports the Environment Agency’s P3M capability. The successful candidate will play a key role in ensuring the tool offers a user‑centred live service, establishing effective service management processes, support arrangements and user guidance.

SEA Change provides project and portfolio managers one place to record key information, such as budgets and project status updates.