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- Tasks: Lead a dynamic service desk, ensuring top-notch support and performance.
- Company: Join Northumbria University Digital Services, a leader in higher education support.
- Benefits: Enjoy a key leadership role, training opportunities, and a collaborative environment.
- Other info: Work in a hybrid model with a focus on continuous improvement and innovation.
- Why this job: Make a real impact while shaping the future of service delivery with tech and AI.
- Qualifications: Strong operational management experience and data analysis skills required.
The predicted salary is between 40000 - 50000 £ 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 to careers@normanmanagedservices.ac.uk, 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 on dan@normanmanagedservices.ac.uk. Please do not apply through this site using the link below, as your application will not be progressed.
Service Manager (Northumbria University Digital Services Limited) employer: University of Northumbria
Contact Detail:
University of Northumbria Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager (Northumbria University Digital Services Limited)
✨Tip Number 1
Get to know the company inside out! Research Northumbria University Digital Services Limited and understand their mission, values, and the services they provide. This will help you tailor your approach and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Having a chat with someone already in the organisation can give you insider tips and might even lead to a referral. Plus, it shows initiative!
✨Tip Number 3
Prepare for the interview by practising common questions related to service management and operational oversight. Think about how you can demonstrate your experience with KPIs and data analysis. We want to see how you can turn insights into action!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
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 service performance.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a perfect fit for our team at Northumbria University Digital Services Limited.
Showcase Your Data Skills: Since we value data-driven decision-making, be sure to mention specific examples of how you've used data to improve service performance or customer experience in your previous roles.
Apply Through Our Website: Remember, we want to see your application through our website, not through other links. It helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at University of Northumbria
✨Know Your Stuff
Make sure you understand the role of a Service Manager and the specific responsibilities outlined in the job description. Familiarise yourself with key concepts like service performance, KPIs, and customer experience. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Data is Your Friend
Since this role involves using data to drive improvements, be prepared to discuss how you've used data analysis in your previous roles. Think of specific examples where you identified trends or made decisions based on data insights. This will demonstrate your analytical skills and your ability to turn numbers into actionable strategies.
✨Show Your Leadership Style
As a Service Manager, you'll be leading teams through Team Leads. Be ready to talk about your leadership style and how you motivate and support your team. Share examples of how you've successfully managed a team in a busy environment, focusing on how you maintain clear communication and accountability.
✨Embrace Technology and Innovation
This role emphasises the use of technology, automation, and AI to improve service delivery. Be prepared to discuss your experience with these tools and how you've leveraged them to enhance customer experience or streamline processes. Showing enthusiasm for innovation will set you apart as a forward-thinking candidate.