At a Glance
- Tasks: Lead a dynamic service desk, ensuring top-notch support and operational excellence.
- Company: Join Northumbria University Digital Services, a leader in higher education support.
- Benefits: Competitive salary, hybrid working, training, and a collaborative environment.
- Other info: Opportunity to shape the future of service delivery with technology and AI.
- Why this job: Make a real impact in a key leadership role during an exciting growth phase.
- Qualifications: Experience in service management and data analysis is essential.
The predicted salary is between 33000 - 33000 € per year.
Join us at a pivotal moment. Help lead the largest shared service in higher education, combining people, data and AI-enabled technology to deliver outstanding support at scale. Northumbria University Digital Services Limited is a forward-thinking and growing organisation, delivering 24/7/365 support to students and staff across higher education. We help university communities stay connected, supported and ready to succeed, whenever they need us.
We are looking for an experienced and enthusiastic Service Manager to join us. This is a fantastic opportunity to play a highly visible role in shaping a modern, high-performing service operation, strengthening the way we work today while helping to build the service model of the future.
As part of a 24/7/365 service operation, this role works 5 days over 7, which may include weekends. Working in a hybrid way, with regular time spent on campus at Northumbria University in Newcastle upon Tyne, you will provide visible leadership, strengthen operational oversight and help improve consistency, efficiency and customer experience as the service continues to grow.
What you'll do:
- Lead the day-to-day operation of the live service desk, ensuring services remain stable, responsive and aligned to agreed standards.
- Take ownership of service performance, including service levels, queue health, workload management, quality and customer experience.
- Set and maintain clear service standards, KPIs, reporting routines and performance reviews.
- Work with colleagues to improve processes and make better use of tools, automation and AI.
About you:
You will bring a strong operational background and enjoy bringing focus, structure and momentum to a busy service environment. You may already be managing a service desk, customer support operation, contact centre or live service team, and you will understand what it takes to deliver consistently when demand, priorities and customer expectations are moving quickly.
You will be confident using data to understand performance, identify trends and make informed decisions. This role will suit someone who can turn reporting and analysis into clear management action, whether that means spotting demand patterns, strengthening quality or identifying opportunities to reduce avoidable effort.
We're looking for someone who can bring:
- A strong operational management background, ideally within a service desk, customer support, contact centre or live service environment.
- Confidence using data analysis to understand service performance, spot risks and drive improvement.
- A good understanding of KPIs, service standards, reporting, quality assurance and continuous improvement.
- Confidence managing through Team Leads, with clear direction, support and accountability.
- Experience of workforce planning, demand management or resource planning.
- An interest in how technology, automation and AI can support better service delivery, scalability and customer experience.
Why join us:
This is a chance to make a real impact in a visible leadership role at an important stage of our growth. You will help shape how performance is managed, how teams are supported and how customers experience the service. Your work will contribute to a more consistent, resilient and forward-thinking operation, supporting university communities across higher education.
You’ll also benefit from:
- A key leadership role in the largest shared service in higher education.
- The chance to shape a modern service operation combining people, technology and AI.
- A varied role where your decisions and improvements will have a visible impact.
- A supportive, inclusive and collaborative working environment.
- Training and ongoing professional development.
How to Apply:
Please send your CV and a covering letter, telling us why you would be a great fit for the role and for Northumbria University Digital Services Limited. For an informal chat about the role, please contact Dan Newton, Head of Service & Technology.
Service Manager (Northumbria University Digital Services Limited) - employer: Northumbria University Newcastle
Northumbria University Digital Services Limited is an exceptional employer, offering a dynamic and inclusive work culture that prioritises employee growth and development. As a Service Manager, you will play a pivotal role in shaping a modern service operation while benefiting from a supportive environment that values innovation and collaboration. With opportunities for professional development and the chance to make a tangible impact in higher education, this position is ideal for those seeking meaningful and rewarding employment in Newcastle upon Tyne.
Contact Detail:
Northumbria University Newcastle Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager (Northumbria University Digital Services Limited) -
✨Tip Number 1
Network like a pro! Reach out to current employees at Northumbria University Digital Services Limited on LinkedIn. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by researching the latest trends in service management, especially around AI and automation. Show us how you can bring innovative ideas to the table!
✨Tip Number 3
Practice your leadership stories! We want to hear about times you've successfully managed teams or improved service delivery. Be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show us you're genuinely interested in the role.
We think you need these skills to ace Service Manager (Northumbria University Digital Services Limited) -
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Manager role. Highlight your operational management experience and any relevant skills that align with what we're looking for, like data analysis and customer service.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for us at Northumbria University Digital Services Limited. Share specific examples of how you've improved service delivery in the past.
Showcase Your Leadership Skills:As a Service Manager, you'll be leading teams. Make sure to highlight your leadership experience in both your CV and cover letter. We want to see how you've motivated teams and driven performance in previous roles.
Apply Through Our Website:Don't forget to apply through our website! This ensures your application gets to the right place and is considered. We can't wait to see what you bring to the table!
How to prepare for a job interview at Northumbria University Newcastle
✨Know Your Stuff
Before the interview, dive deep into the role of Service Manager. Familiarise yourself with operational management, service desk dynamics, and how data can drive performance. This will help you speak confidently about your experience and how it aligns with their needs.
✨Showcase Your Leadership Skills
Be ready to discuss your leadership style and how you've successfully managed teams in a busy service environment. Prepare examples that highlight your ability to provide clear direction and support to Team Leads, ensuring a positive customer experience.
✨Data is Your Best Friend
Since the role involves using data for decision-making, come prepared with examples of how you've used data analysis to improve service performance. Discuss specific KPIs you've worked with and how you've turned insights into actionable improvements.
✨Embrace Technology and Innovation
The job mentions a focus on technology, automation, and AI. Be ready to share your thoughts on how these tools can enhance service delivery. If you have experience implementing new technologies, make sure to highlight that during your chat!
