Service Manager in Norwich

MAP is a charity providing free and independent advice, counselling, youth work, and education for young people. We are committed to creating positive outcomes for young people by supporting their wellbeing, confidence and future prospects. Our work focuses on helping young people feel safe, heard and valued, develop good mental health, build skills for life and learning, and have real influence over the things that matter to them. We build consistent, supportive relationships with young people and use high quality youth work to help them develop skills, confidence and positive next steps. At MAP, we work for social justice. We are an inclusive workplace, welcoming everybody to bring their authentic whole selves to work every day. Upholding equality at MAP is not only about eliminating discrimination; it is about actively recognising and valuing difference, making the most of everyone’s potential.

The Role

• Contract: Permanent
• Hours: 37 hours per week, being able to work flexibly where required which will include evenings, occasional weekends/residentials. Flexible working options available: part time applications will be considered on a job-share basis or stand alone with sufficient hours for the role to be covered. If applying on a part-time or job-share basis please state the hours you require to work.
• Location: Norwich will be your main base of work. There will be a requirement for you to be able to travel to locations other than your main base on a regular basis, depending on service requirements.
• Salary: Starting salary £37,607 per annum with incremental progression based on performance to £40,290 per annum. This role does not meet the requirements for skilled worker visa sponsorship under the UK immigration rules.
• Closing date: 9.00 am Monday 16th February 2026
• Interview details: Initial online screening interviews will take place on Friday 20th or Monday 23rd February 2026. If successful in this stage, you will be invited to attend a face-to-face interview on Thursday 26th February. This will include a presentation on a topic to be confirmed.

Responsibilities

As Service Manager, you will play a key role in delivering high quality, safe and impactful youth work services. Working closely with the Head of Service, you will provide hands on operational leadership, line management to designated staff, and oversight of service quality, safeguarding, data compliance and performance. A clear understanding of safeguarding, risk and compliance, with the confidence to make sound decisions and escalate concerns appropriately. Confidence working with data and performance information, using it to monitor quality, improve outcomes and meet funder or commissioner requirements. A practical, solutions-focused approach, able to manage resources responsibly, balance competing priorities and adapt to change while keeping young people at the centre of your work. A genuine commitment to young person-centred practice and social justice.

Key Responsibilities

• Provide operational management across services, within agreed strategic and operational frameworks, to ensure high quality, consistent provision that meets targets, service standards and the needs of young people.
• Drive service quality and continuous improvement, using data, observation, feedback and performance reviews to monitor impact, address underperformance, embed best practice and support the implementation of new initiatives and ways of working.
• Line manage and develop staff, providing coaching and performance management, identifying training and development needs, and supporting a skilled and resilient workforce.
• Lead on operational compliance and risk, ensuring the service operates safely and in line with safeguarding requirements, GDPR, health & safety and organisational policies, and acting as a point of escalation for operational and safeguarding concerns.
• Hold responsibility for performance, data and reporting, ensuring accurate and timely recording, strong data compliance, achievement of KPIs and outcomes, and working with the data team to produce meaningful insights that inform service improvement and decision-making.
• Manage budgets and resources effectively, embedding financial policy compliance, monitoring expenditure, forecasting needs, addressing risks early and escalating financial or operational issues to the Head of Service as appropriate.

About You

You will be a confident, organised and reflective leader with experience managing services or teams supporting young people. You will bring:

• Proven experience in an operational management role, with the ability to coordinate people, plans and delivery across services or locations in a fast paced environment.
• Strong line-management and coaching skills, including performance management and supporting staff wellbeing, development and accountability.

Benefits

The successful candidates will receive a range of benefits including:

• Competitive salary or hourly rate
• 30 days holiday increasing to 35 after 5 years’ service (plus bank holidays, pro-rated for part-time)
• Generous pension contributions
• Company sick pay
• Counselling and support through an Employee Assistance Programme
• Excellent on-going training and development opportunities
• Support from an established and reputable team
• Corporate events and activities
• Wellbeing focus
• Regular line management
• Flexible working
• Free tea and coffee
• A range of discounts through Blue Light Card
• Access to cycle to work scheme

How to Apply

For further information and job application form, please go to www.map.uk.net/jobs. Please submit your completed application form to HR@mapyoungpeople.org.uk. In your personal statement, we would particularly like to hear about the following:

• Your leadership and management experience within youth, education or community services, including how you support, challenge and hold staff to account for quality, budgeting, safeguarding, data compliance and professional standards.
• Your approach to safeguarding, risk, and operational decision-making and change, demonstrating how you enable staff to manage complexity, exercise professional judgement, adapt to change, and work confidently within established policies, procedures, and organisational systems.