Digital Service Manager

We are recruiting for a Digital Service Manager to join the Digital team on a 23-month Fixed Term Contract. This is an exciting opportunity to join The National Lottery Community Fund as a Digital Service Manager. The Fund’s digital live service is the front door to our communities. It encompasses the key touchpoints that users engage with on a daily basis to access our funding.

You will have responsibility for managing the Fund’s digital live service on a day-to-day basis. This includes ensuring it consistently meets business needs and user expectations. You will also have the opportunity to help improve our service. You will be part of our Digital team, a multi-disciplinary team working to user-led design principles. You will work with other designers, product managers, developers, and colleagues from the rest of the Fund to ensure that our live service is performing to agreed standards. You will be part of a service team who love sharing knowledge and experience. We’ll offer you support to further develop your skills, and opportunities to develop your experience and skills in a digital environment.

The responsibilities of the job include:

• Managing the digital live service including defining SLAs and ensuring the quality, availability, and performance of the service.
• Proactively sharing learning across digital teams to support continuous improvement.
• Creating service reports for a variety of stakeholders.
• Wider stakeholder engagement and communication.
• Managing service incidents through to resolution.
• Maintaining service documentation and systems.
• Identifying service optimisation opportunities, and contributing to the implementation of proposed solutions.

Location: Hybrid working, anywhere in the UK. Choice of home or office working (offices in Belfast, Birmingham, Cardiff, Exeter, Glasgow, Leeds, London, Manchester, Newcastle, or Newtown). Some in-person meetings, including quarterly away days across UK locations.

If you would like an informal conversation about the role specifically, please contact: Janine Knox at janine.knox@tnlcommunityfund.org.uk

How to apply: Upload your CV in Word format and write a supporting statement of up to 1000 words. We'll use the following criteria to score your application – so you should show how you meet them in your supporting statement:

• Experience of managing live digital services or platforms including defining and monitoring SLAs and KPIs.
• Hands-on experience of leading incident resolution and root cause analysis.
• Ability to produce service level dashboards, reports, and performance summaries for stakeholders.
• Experience of working with diverse stakeholders and communicating effectively.
• Ability to create and maintain accurate service documentation and system records.
• Knowledge of end-to-end digital platforms (web, mobile, databases etc).
• Work collaboratively in an agile or fast-paced environment.
• Experience of managing service helpdesk software.

Equity, Diversity and Inclusion: Communities in the UK come in all shapes and sizes. National Lottery funding is for everyone – therefore, we are committed to equity, diversity and inclusion and we work hard to ensure our funding reaches where it is needed. We also believe our people should represent the communities, organisations and individuals we work with. That’s why The National Lottery Community Fund is committed to being an inclusive employer and a great place to work. We recognise and celebrate the fact that our people come from diverse backgrounds. We positively welcome applications from people from ethnic minority backgrounds, people with disabilities or longstanding health conditions, people who are LGBTQ+, and people from different socio-economic and educational backgrounds, as well as people of all ages. As a Disability Confident Employer, we take a proactive approach in making reasonable adjustments, if needed, throughout the recruitment process and during employment.