Reflect Digital
Digital Service Manager
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DIGITAL SERVICE MANAGER
Location: Remote with occasional travel to our head office in Maidstone, Kent or a venue in London.
If you are looking for hybrid working, offices are based in Maidstone and Leamington Spa.
Salary: £35,000-£45,000
Job Type: Full time
About LAB
We’re a company that cares about the humans behind the tech.
At LAB, we believe in the power of digital to reshape the world for good. That belief drives the work we do every day, and we're proud to support our team as they create innovative solutions that make a real impact for our clients.
As part of the Human First Collective, alongside Reflect Digital (digital marketing) and Aspiration Digital (our non-profit digital skills conference for students), we’ve built a culture that encourages people to love what they do and do what they love. We’re deeply committed to the growth and development of our people, and we take pride in creating an environment where everyone can thrive.
Our shared mission is grounded in a deep understanding of human behaviour, which we apply to the design and delivery of digital solutions that challenge the norm and help reshape the digital world. With a broad portfolio of work, from major household brands to disruptive startups, and internal initiatives aimed at making the world a better place, every day brings new challenges, opportunities, and inspiration.
Our Core Values
Our values are the driving force behind our business success, empowering our team to make informed decisions with integrity:
- People First. Always: We truly believe our agency is only as strong as our team. We lead with empathy, transparency, and high trust, respecting boundaries and treating everyone with dignity. To us, data isn't just numbers on a screen; it represents real people and families.
- Growth Fuelled by Curiosity: We don’t just accept a brief; we interrogate it. Curiosity drives our growth mindset, pushing us to challenge assumptions, prioritise critical thinking over rigid processes, and learn fast.
- We Win Together: Success is a shared victory. We operate as a true extension of our clients’ teams, balancing individual freedom with open collaboration to produce award-winning work with real-world impact.
The Role
The Digital Service Manager leads the delivery of our high-quality product support function, ensuring clients receive responsive, reliable, and proactive support across websites, software, and digital products.
Acting as the central point of coordination between clients, developers, delivery teams, and quality assurance, you will combine technical understanding with exceptional client service. You’ll manage support operations, service levels, release processes, and application maintenance agreements to ensure our digital products remain stable, secure, and continually improving.
Key Responsibilities
Product Support & Service Delivery
- Lead the day-to-day operation of the agency's product support function across multiple client accounts.
- Manage incoming support requests, carrying out initial investigation, troubleshooting, and issue triage.
- Prioritise support requests based on business impact, urgency, and contractual service levels (SLAs).
- Raise detailed bug tickets within Jira, thoroughly documenting replication steps, supporting evidence, and technical context for development teams.
- Coordinate development resource allocation for swift investigation and resolution of support issues.
- Monitor support queues continuously to ensure issues progress efficiently from initial triage through to final resolution.
- Work closely with developers and QA to validate fixes before releasing them to live environments.
- Share responsibility for the agency's on-call support rotation, ensuring critical client issues are managed promptly and professionally.
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Service Management & Continuous Improvement
- Monitor support contract budgets and manage development resource bookings within agreed allocations.
- Track, measure, and report against Support SLA performance, identifying trends and opportunities for service refinement.
- Collaborate with Project Managers, Technical, and QA Teams to continuously improve support processes, tooling, and ways of working.
- Identify recurring technical issues and recommend long-term product improvements that reduce ongoing support demand.
- Contribute to documentation, knowledge sharing, and support playbooks that improve consistency across the entire team.
- Support the renewal and ongoing operational management of Application Maintenance Agreement (AMA) contracts.
- Work with internal stakeholders to identify opportunities for automation and efficiency improvements across support delivery.
Release & Change Management
- Schedule regular business-as-usual (BAU) release cycles in close collaboration with technical teams.
- Facilitate release planning meetings and coordinate all deployment activities.
- Support the execution of regression testing to protect product quality before live deployment.
- Produce clear, user-friendly release notes and communicate upcoming changes effectively to clients.
- Ensure all releases are delivered in a structured, predictable, and low-risk manner.
Client Relationship Management
- Act as a primary, trusted point of contact for ongoing product support queries.
- Host weekly or bi-weekly client meetings to review priorities, recently released work, and current blockers.
- Represent the product support function during wider client meetings, service reviews, and project updates.
- Provide clear, timely, and proactive updates on issue progress, release schedules, and overall service performance.
- Build client confidence through a customer-first approach and clear expectation management throughout the support lifecycle.
Personal Growth & Team Collaboration
- Stay informed about emerging technologies, service management practices, and digital platforms.
- Continually develop technical understanding of the agency's products, CMS platforms, and supporting technologies.
- Seek opportunities to improve service management, technical knowledge, and client delivery skills.
- Share knowledge with colleagues and actively participate in team discussions focused on operational excellence.
What We’re Looking For
- Customer Focus: A track record of delivering high standards of service, understanding client needs, and building trusted long-term relationships.
- Problem Solving & Analytical Thinking: A methodical approach to investigating technical issues, identifying root causes, and coordinating solutions across multi-disciplinary teams.
- Service Management Experience: Solid experience managing support requests, SLAs, budgets, and operational workflows (experience with Jira is a big plus).
- Technical Awareness: A good understanding of web technologies, CMS platforms, and digital development processes to bridge the gap between clients and developers.
- Planning & Communication: Excellent organisational skills to balance competing priorities, paired with clear, confident communication for both technical and non-technical audiences.
- Resilience & Adaptability: Ability to stay calm under pressure, respond effectively to critical incidents, and adapt to changing client priorities.
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What Success Looks Like
- Trusted Partner Status: Clients rely on you as a responsive and proactive extension of their team.
- Operational Excellence: Support requests are triaged and resolved within SLA targets, while releases are deployed without risk or surprises.
- Reduced Support Demand: You actively spot recurring issues and work with dev teams to implement permanent platform fixes.
- Seamless Collaboration: Delivery, QA, dev, and client teams work together smoothly under your direction.
Benefits & Perks
We believe that taking care of our team means offering real flexibility, great time off, and meaningful health and growth benefits. Here is what you can expect when you join LAB:
- Flexible Working Patterns: Enjoy a 4-day work week option (compressed hours) along with full remote working (UK-based) and flexible core hours to suit your life.
- Generous Time Off:
- 28 Days Annual Leave (excluding Bank Holidays).
- Your Birthday Off every year.
- 1 Paid Charity Day per year to support a cause close to your heart.
- Christmas Slow-Down: Agency slowdown between Christmas and New Year so everyone can rest properly.
- Health & Wellbeing: Private Healthcare plan through Vitality, packed with rewards, wellness perks, and comprehensive health coverage.
- Learning & Development: Clear growth paths and opportunities to get involved with collective initiatives like Aspiration Digital.
- Work Anywhere policy
- Human-First Culture: A supportive environment that respects boundaries, encourages honest feedback, and prioritises your mental health and work-life balance.
How to Apply
Ready to join a team that puts people first and builds tech that matters?
Just click "Apply", complete the application form and send over your CV.
We look forward to hearing from you!
Diversity and inclusion are at the heart of what we value as an organisation. LAB is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our People team is happy to support any reasonable adjustments that are needed within the recruitment process, such as additional time or different application or interview formats. If we can do something to alter the recruitment process to better suit you, please let us know when you apply. We are committed to providing an inclusive and welcoming environment for all employees, volunteers, subcontractors, freelancers, and clients. Your information will be kept confidential according to the General Data Protection Regulation (GDPR).
Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At LAB, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Interview process - What to expect
This is a more detailed breakdown of our interview process and what to expect at every stage
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