Job Description

Job Title:

Digital Service Delivery Manager

Location:

Home-based (UK based) with occasional social events in London.

Reports to:

Head of Digital Operations

Company:

goDonate

About the Role

goDonate is a market-leading online donation platform, trusted by some of the UK's biggest charities. We're looking for a proactive, organised, and people-focused Digital Service Delivery Manager to join our growing team. This is an exciting opportunity to work at the heart of a purpose-driven product that helps charities thrive online.

You'll be responsible for managing client relationships, coordinating technical support and development delivery, and ensuring high standards of service across the board.

Key Responsibilities

Delivery & Support Management

Manage the day-to-day running of goDonate's support function, including triaging tickets, responding to client requests, and ensuring SLAs are met

Maintain and oversee the Zendesk ticketing system

Schedule and prioritise development work across the team, balancing inputs from the product roadmap, project managers, and live support requests

Lead daily development stand-ups and weekly development planning meetings

Collaborate closely with developers, designers, project managers, and external partners to ensure smooth delivery

Participate in weekly digital operations and monthly security meetings

Client Relationship Management

Act as a key escalation point and contact for all live client accounts

Manage day-to-day communications with clients where required

Produce client status updates, incident reports, and quarterly service reports

Attend regular client meetings (fortnightly, monthly, and quarterly) to maintain strong relationships and ensure satisfaction

Platform Maintenance & Releases

Oversee key platform updates and technical maintenance, including:

o SSL certificate management

o CMS patching and scheduled releases

o Security updates and product framework changes

Coordinate and communicate all platform changes clearly and professionally to clients

Skills & Experience

We're looking for someone who combines strong technical awareness with excellent communication and organisational skills:

Solid technical experience in managing websites and digital applications, preferably with a background in coding

Strong understanding of content management systems (CMS) and payment gateways

Experience with support ticketing systems such as Zendesk

Confident managing client relationships and acting as a trusted point of contact

Ability to clearly explain technical issues to non-technical audiences

Skilled at prioritising multiple competing requests and scheduling work across a development team

Experience working cross-functionally in a fast-paced digital environment

Experience in the charity or non-profit sector is a plus, but not essential

Why Join goDonate?

Work on a product that directly helps leading charities raise more money to deliver their vital services

Be part of a small, friendly and supportive team that values trust, responsibility, and quality

Make a meaningful impact in a role with genuine variety, ownership, and visibility

Note

: please don't ask an AI to change your CV & previous experience to match this job spec, we can spot the difference! We want honest CVs :)

No recruitment agencies

please - we do not use them - ever. Sorry.

Job Types: Full-time, Permanent

Pay: 38,000.00-47,000.00 per year

Benefits:

Company events Company pension Life insurance Sick pay Work from home
Experience:

scheduling or prioritising work across a development team: 2 years (required) managing client relationships in a digital environment: 2 years (required) triaging support tickets and managing SLAs: 1 year (required) managing or contributing to digital products : 2 years (required) working with payment gateways (e.g. Stripe, Braintree, etc.): 1 year (required) strong technical background: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: Remote