Service Manager (Northumbria University Digital Services Limited)

As Service Manager, you will lead the day to day running and performance of our live service desk. You will provide operational control across the service, working through Team Leads to ensure clear standards, strong performance and a consistently positive customer experience.

You will use data and insight to understand demand, monitor performance, identify risks and turn reporting into practical action. You will also drive continuous improvement, finding opportunities to simplify processes, reduce manual effort and make better use of technology, automation and AI.

• 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.

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.

• 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.

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.

• 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.

Please note applications must have the right to work in the UK. We cannot offer visa sponsorship for this role.