Digital Service Manager/Rheolwr Gwasanaeth Digidol

The National Lottery Community Fund

Hybrid

Expires: Expiring in less than 4 weeks

Full time

£42,000 - £45,000 per year

Job summary

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.

Job description

You will be part of our Digital team. We’re 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
Identify service optimisation opportunities, and contribute to the implementation of proposed solutions.

Interview Details:

Interview Date: Week beginning 10 March 2026

Interview Format: Virtual

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.

We’ll talk to you about where you are based and your working pattern if you get the job.

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

Any questions about the recruitment process, please email: recruitment@tnlcommunityfund.org.uk

Person specification

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.

Essential Criteria:

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.

Desirable Criteria:

Experience of manging 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. (This can be related to a physical and mental health condition.)

Benefits

Alongside your salary of £42,000, The National Lottery Community Fund contributes £12,167 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

A full list of our benefits can be found on our website using the link below:

Generous Civil Service Pension Scheme
Flexible working
Enhanced paid maternity/ paternity leave
Paid volunteering leave
Season ticket loan

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Upload your CV in word format and write a supporting statement (1000 words) with the following criteria, we will use this to score your application.

Feedback will only be provided if you attend an interview or assessment.

Security

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Salary range

£42,000 - £45,000 per year