About this role
### Salary
The national salary range is £58,511 - £65,329, London salary range is £63,343 - £70,725. Your salary will be dependent on your base location
Job description
HM Courts and Tribunals Service
Job Title:
Service Operations Manager
Grade:
Grade 7
Directorate:
Digital Technology Services (DTS)
Location:
National
Contract Type:
Permanent
Working Pattern:
Full-time/ Flexible Working
Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).
Level of Clearance: To apply for this role, you will be required to successfully complete Security Clearance (SC) level as a condition of appointment. For further guidance click here
Introduction
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.
Job Description
The role has management and leadership responsibility within HMCTS Digital and Technology Services for 2nd line and on-site support services, as part of the wider team responsible for Judicial and Royal Courts of Justice Group digital services.
The role is responsible for the provision and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration. There will also be a need to implement change and come up with inventive ways of managing continual service improvement.
The ability to work both independently and lead multiple teams across the Service Management work stream, proactively and with versatility in responding to changing circumstances is essential. You will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner.
The Service Operations Manager will coordinate the operation, support, maintenance and improvement of a number of digital services; This includes ensuring SLA’s are continually achieved, support is provided by the Service Desk for all current and new HMCTS Digital products with the Judicial, RCJG portfolio. The role will also be responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity.
The role reports to the Head of Judicial. Royal Courts of Justice Group and HQ Digital and Technology and will have line management responsibility within the DTS Judicial and Royal Courts of Justice Group of a multiple disciplined team working together with the Technical Lead for the business areas. The role will also lead the team, ensuring there are adequate resources and capacity to achieve its objectives and will also be expected to represent the service support function to senior stakeholders, as requested by senior managers.
In this role you will
Your role as Service Operations Manager will encompass several key responsibilities listed below (but not limited to):
Operations:
- Manage configuration items, related information, service compliance and high level risks that impact on delivery.
- Lead investigative work into problems with and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements. Absorb large amounts of conflicting information and use it to produce solutions.
- Analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements. Evaluate and establish requirements for the implementation of changes by setting policy and standards.
- Take accountability of issues that occur and be proactive in searching for potential problems. Achieve excellent user outcomes.
- Influence stakeholders and manage relationships effectively, building long-term strategic relationships. Facilitate and deliver business outcomes.
- See the bigger picture and investigate how to get the best of underlying services.
- Leverage data analytics skills to enhance business performance.
- Define strategies and policies, providing guidance to others on working in the strategic context. Evaluate current strategies to ensure business requirements are being met and exceeded where possible.
- Understand core technical concepts related to the role and apply them with guidance.
- Collaborate with users and represent users internally. Understand the difference between user needs and the desires of the user. Prioritise and define approaches to understand the business needs of HMCTS, guiding others in doing so. Offer recommendations on the best tools and methods to be used.
- Management of eJudiciary 2nd line support, CE-File 2nd Support and an on-site services support team at the RCJ. Ensure team objectives are met and that specific deliverables and completed to time and quality.
- Develop with teams and individuals’ capabilities to provide an exemplary service for a high profile user base .
- Liaise with Product, Technical and Operational Leads to ensure overall objectives are met and reported on.
Analysis:
- Prepare and maintain analysis and knowledge to understand user needs, Prepare and deliver guidance and communications to support operating and improving their performance of the eJudiciary and CE File Service Desk and Service Management team.
- Establish training needs and knowledge transfer requirements, ensuring these are delivered where required.
- Act as a central contact point for all Judicial and Royal Courts of Justice Group escalations related to Live Operations.
Essential skills
- An in-depth understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
- Proven experience of leading the delivery of an excellent customer service and proactively looking for innovative ways to improve the service delivered to customers.
- Experience of working collaboratively with senior managers, high profile stakeholders and multi-disciplinary teams.
- Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
- A track record of delivering significant change which improves business effectiveness in sustainable ways.
- Experience of working in large, complex organisations.
- Ability and experience of engaging with senior management and stakeholders and leading the representation of your work.
- Strong problem-solving abilities and analytical skills. You will be required to come up with solutions to business issues, using existing or new products to enhance access to justice.
- Applied experience in identifying service / product gaps and managing these continual service improvements, issues and risks to ensure stable and successful Operation of your Product/Service.
- Either a strong technical background with a high level of technical knowledge and experience with workplace products and/or Office 365 services or a strong business background with an understanding of HMCTS users and the technology used.
- Able to develop team members and get the best out of them and set clear direction.
- Ability to understand priorities and deliver against management requirements.
- Experience of leading, developing and managing a diverse team with a range of skills and workload to match.
The below criteria are desirable only. These will not be assessed throughout the recruitment process, but will be used in the event of tied scores between candidates
Desirable skills
- ITIL Certification at IT Service level or above.
- Previous experience of supporting a live operations environment in a large digital organisation
- Previous experience of coaching/mentoring and/or supporting others through personal development
Application process:
This role will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profiles F rameworks during the sift and interview process. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the IT Operations Job Family, is a Service Desk manager role at Head of Service Desk level, but carries the title Service Operations Manager within DTS.
Stage 1 - Sift:
To apply for this position, you must submit the following as part of your application:
- An anonymised CV , setting out your career history, key responsibilities and achievements. Your CV will be assessed against the essential criteria outlined within the Essential Skills section of this advert.
- A Statement of Suitability which should give us real life examples of how your skills and experience match those needed for this role. We recommend following the STAR (https://nationalcareers.service.gov.uk/careers-advice/interview-advice/the-star-method)
Should we receive a high volume of applications, a pre-sift may be conducted on the CV. Candidates who pass the pre-sift will be fully assessed on all the sift criteria.
Please access the following link for guidance on how to apply - Application Guidance
Stage 2 - Interviews:
Successful candidates who passed the sift will be invited to interview via Microsoft Teams. At interview stage, you will be assessed against the following – Technical and Strengths. Details can be found under the interview stage assessment section on the advert. For Technical you will be expected to align your answers to the Government Digital and Data (GDD) Capability Framework
For further guidance on the interview process please click here
Important information
Level of Clearance
To apply for this role, you will be required to successfully complete Security Clearance (SC) level as a condition of appointment. To meet these requirements, you will normally need to have been resident in the UK for at least:
- SC - 5 years
For further information please click here
Salary details
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).
Travel requirements
There will be a requirement to travel occasionally to any HMCTS site in line with business needs.
Proud to Serve. Proud to keep justice going.
Additional Information
Working Arrangements & Further Information
The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.
Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map . All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).
For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.
All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
Benefits
The MoJ offers a range of benefits:
Annual Leave
Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.
There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Eligibility
Staff on fixed term appointments must have been recruited through fair and open competition.
Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.
Support
- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
- For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www. www.GOV.UK (https://www.gov.uk/help-with-childcare-costs/tax-free-childcare) or Childcare Choices (https://www.childcarechoices.gov.uk/) . You can determine your eligibility at https://www.childcarechoices.gov.uk/ .
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles . Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order
- To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [email protected] (mailto:[email protected]) );
- To Ministry of Justice Resourcing team ( [email protected] (mailto:[email protected]) );
- To the Civil Service Commission (details available here (https://civilservicecommission.independent.gov.uk/recruitment/recruitment-complaints/) )
As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.
You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.
For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos .
Diversity & Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .
Redeployment Interview Scheme
Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.
MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
Civil Service Nationality Rules
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families (https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fsettled-status-eu-citizens-families&data=05%7C01%7Cchristopher.jeffery%40soprasteria.com%7C8a2293860362402c15da08dbf4cff146%7C8b87af7d86474dc78df45f69a2011bb5%7C0%7C0%7C638372946312587803%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=s%2BxUsev%2BGeeK%2FLgTUjpjfTJu%2FjpKQZ%2BQPJXNduvik3Q%3D&reserved=0)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules
Reserve list
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.
Contact Information
MoJ:
If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [email protected]
Please quote the job reference 5359
HMPPS
If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail [email protected]
Please quote the job reference
Allowance
Using GDD we will determine if you will be paid an additional allowance on top of your basic salary.
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here (https://www.gov.uk/government/publications/success-profiles/success-profiles-strengths).
Use of Artificial Intelligence (Al)
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.