We are looking for a Digital Services Manager to join our team.

In this role, you will be responsible for managing website support requests and developing website projects. Your primary objective will be to ensure timely resolution of client issues and support the delivery of digital projects. You will work closely with our clients, internal teams, and stakeholders to drive successful project outcomes.

Dusted are a strategic branding and digital agency. We work with some of the world’s most ambitious, innovative and game-changing businesses. We offer a flexible (hybrid) working package plus the following benefits:

  • Competitive salary
  • Home working setup
  • 28 days annual leave
  • Day off for birthday
  • Regular team socials

This is an exciting opportunity to help shape an ambitious and multi-award winning agency with big plans.

Salary:

Dependent on experience.

Start date:

ASAP

Location:

Hybrid working (min 2 days a week in our London studio)

Role:

Service delivery (60-70%)

  • Receive and respond to website support requests from clients via email and phone, utilising our internal communication tool, Slack.
  • Understand client issues, diagnose problems, and determine the cause (e.g., CMS, code, third-party integration), with WordPress as our main CMS.
  • Create detailed briefs for developers using Notion to address and resolve issues.
  • Schedule resources in coordination with the studio manager, managing tasks through 
  • Test fixes to ensure issues are resolved satisfactorily.
  • Identify opportunities for additional work based on client needs.
  • Escalate risks or potential issues to Senior team members
  • Manage and oversee security updates for WordPress sites.
  • Handle commercial aspects of fixes, determining if they are covered under support or require change requests, and document using Google Sheets.
  • Maintain job hygiene and ensure high standards of service delivery.

Digital Project Management (30-40%)

  • Manage individual website projects from inception to completion.
  • Assist in planning and implementing processes and workflows to optimise project management efficiency using tools such as Streamtime for billing and HubSpot for marketing tasks.
  • Collaborate with clients to gather project goals and requirements, documented in Google Docs.
  • Work with design and development teams using Figma for design and Miro for ideation to provide reliable estimates and timelines.
  • Organise and participate in project meetings, conduct weekly project calls with clients, and provide weekly reporting on project statuses and risks.
  • Monitor project performance and alerts using New Relic.
  • Support account management tasks, including billing through Streamtime and client communication.

Objectives:

  • Ensure client satisfaction and build trust through effective communication and delivery of high-quality projects.
  • Deliver projects on time, within the defined scope and budget.
  • Demonstrate digital insight and expertise relevant to current projects, staying up-to-date with industry trends and best practices.
  • Act as an extension of the client’s team, understanding their goals and objectives.
  • Serve as a flexible and reliable resource, ensuring successful project outcomes.

Qualifications:

  • Bachelor’s degree in a relevant field (e.g., Project Management, Marketing, Computer Science, Business Administration) or equivalent experience.
  • Project Management qualifications would be an advantage but not essential (e.g., PMP, CSM, PMI-ACP)

Experience:

  • Minimum of 2 years of experience in digital project management, service delivery, or related roles.
  • Demonstrated ability to manage and resolve client issues effectively.

Desired:

  • Proficiency in project management software and tools e.g. Notion and Slack.
  • Familiarity with content management systems (CMS), particularly WordPress, and Agile frameworks (e.g., Scrum, Kanban).
  • Excellent written and verbal communication skills to maintain client relationships, lead meetings, and provide project updates to stakeholders.
  • Strong critical thinking skills to analyse project requirements, identify risks, and propose effective solutions.
  • Ability to align project objectives with broader business goals, ensuring project deliverables add value to the client’s organization.
  • Experience in budgeting, cost tracking using Streamtime, and resource allocation to effectively manage project finances.
  • Proven ability to manage and negotiate with various stakeholders, both internal and external, to ensure project success.
  • Commitment to staying up-to-date with the latest digital trends, industry best practices, and emerging technologies.

About Dusted

Dusted is a UK Top 100 branding and digital design agency based in the Square Mile of London. We specialise in creating and delivering award-winning branding and digital experiences for some of the most ambitious finance, technology and professional services businesses in the world.

From rebranding businesses to rebuilding websites, we never rest on our laurels and continually ‘Raise the bar’ in everything we do. Everyone at Dusted has a restless ambition to create inspiring work, push ideas and always deliver beyond expectations. We know that realising this ambition takes hard work and dedication, but it’s always with a smile on our faces.

Apply now

Use the form below to send us your details.