Digital Service Manager

mySociety

Digital Service Manager overseeing the digital services of mySociety charity, ensuring compliance and managing user support for high-volume services.

Posted 7/6/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSenior💰 £45,000 - £55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex digital services while ensuring compliance with GDPR and information rights. Proven ability to enhance service quality and efficiency through proactive problem-solving and effective communication.

Highest-signal resume keywords

Digital Service ManagementGDPR ComplianceUser Support ManagementProblem Identification and ResolutionCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Digital Service ManagementGDPR ComplianceFreedom of InformationMedia LawUser Needs Analysis

Soft Skills

ProactiveOrganisedSound JudgementGoal DrivenExcellent Communication

Industry Keywords

Legal ComplianceGovernance ComplianceHigh-Volume ServicesOnline Community ModerationInformation Rights Requests

About the role

Key responsibilities & impact

Responsible for the day to day running and management of mySociety's online services.
Ensure our services run smoothly, with high-risk support cases identified and dealt with promptly and efficiently.
Maintain the high level of legal and governance compliance.
Manage frontline user support, picking up and resolving cases as necessary.
Ensure incoming support cases are triaged, prioritised, handled, and escalated appropriately.
Work closely with service/product area owners, helping them understand trends in use.

Requirements

What you’ll need

Experience managing complex, high-volume digital services.
Proactive and organised, with sound judgement and ability to make good decisions in dynamic and ambiguous environments.
Goal driven and autonomous, motivated by improving service, quality, and efficiency.
High level of understanding of the GDPR act and handling information rights requests.
Experienced in meeting the needs of users. Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the organisation.
Previous experience around Freedom of Information, media law, or moderating online communities.
Able to identify problems, document their causes and implement remedies.
Excellent people and communication skills and written English.
Comfortable in a remote workplace with a geographically distributed team and working with volunteers.

Benefits

Comp & perks

This is a permanent role with a salary in the range of £45,000 to £55,000 (FTE) per year, plus pension (4% employer, 4% employee).
You can read more about what it’s like working at mySociety at https://www.mysociety.org/about/careers/culture/
We want you to enjoy being a part of the mySociety team, so we’ll do everything we can to support you in making your job work for you. We’re always willing to discuss flexible hours or co-working spaces.