11996 - Service Relationship Manager - 8 Month Loan - 11996 - Ministry of Justice

Descriptions & requirements

Job description

HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band: G7

Job Title: Service Relationship Manager

Location: London / National

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).

Term: 8 Month Loan

Interview: Video conference via Teams

Important 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).

GDD:

Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks. 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 Data Roles Job Family, is a Performance Analyst role at Lead Performance Analyst level but carries the title Service Relationship Manager within DTS.

Reserve List:

HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.

Introduction:

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is committed to being a great place to work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service

Job Description:

As a Service Relationship Manager (Grade 7), you are accountable for managing key relationships within DTS with stakeholders across business service areas, suppliers, and customers. You will need to know how to influence stakeholders (business and product owners, service owners and service boards etc.) and manage relationships effectively. You can build long-term strategic relationships and facilitate and deliver business outcomes. With a focus on DTS services, you can identify process optimisation opportunities, implement service improvements, and strive to achieve excellent user outcomes.

It is essential that you have Service Management Framework knowledge and experience (ITIL). You will lead and manage resources responsible for multiple service management areas such as service performance measurement and reporting, Health IT Team for on-site support coordination and performance analysis, and service level management.

By driving the adoption of a user focused culture and delivering continuous improvement, you will ensure that services are aligned to user needs and requirements and provide value for money.

This role will report to the DTS Service Performance Lead and take accountability within Live Ops/Digital Operations of several service management disciplines including overall ownership, governance, and reporting.

Most of your time will be divided between stakeholder management, suppliers’ management activities, service reviews and leading highly performing teams in multiple service management areas to enable efficient service delivery that meets the business needs. You will also deputise for the DTS Service Performance Lead in other service management disciplines.

Key Responsibilities:

Accountable for the overall delivery and performance of multiple service management teams you are responsible for including governance, tracking, and reporting on Key Performance Indicators (KPIs) to various boards and senior stakeholders that cut across various DTS and HMCTS business areas
Design and implement a set of wholistic processes, supported by new and existing tools, KPIs, reporting and a roadmap for the various service management disciplines Service Performance, Service Level Management and Health of IT.
Act as a key point of contact for key service stakeholders to understand and communicate end to end service management and service performance related matters.
Provide analysis and recommendations to Senior Managers and Stakeholders within DTS and Business on the action/s being advised. Present pros and cons as to the benefits and dis-benefits of a proposal, including the key issues, risks, and background.
Use your own experience and understanding of the wider organisation to make strategic decisions and to underpin DTS Operations strategy
Deal with complex or difficult issues, both pro-actively with situations and reactively with incidents and requests when they arise related to capacity, availability, SLA breaches, risks etc, ensuring the operation and reputation of DTS and HMCTS is protected as far as possible.
Provision of high quality, timely accurate and clear advice/briefing to senior leaders as required on a wide range of business-impacting live-service and in transition project delivery issues.
To lead, motivate and manage multi-disciplinary team in accordance with HMCTS policies and procedures, so that the team’s business objectives are achieved consistently.
Engage with Stakeholders, Suppliers and Management regarding Service Delivery and end to end Service Management including represent Digital Operations in key forums, actively engage in service reviews with both suppliers and the business.
Accountable for reviewing supplier provided service reports for each service, ensuring that poor performance and breaches of SLA targets are challenged, highlighted, investigated and recommendations to prevent their recurrence developed
Ensure that the Service Level Requirements and SLAs across DTS align with Service Level Targets (SLT) and SLTs roadmap.
Provide recommendations to the Deputy Director of Digital Operations and the Head of Live Operations with regards to the planning, design, improvement, productivity and cost-effectiveness of service and component availability, including the investigation of breaches of service level targets, with the instigation of remedial activities.
Lead in meaningful engagements and interactions with Business Relationship Managers and users of HMCTS products and services to maintain user-centric view of their experience. Demonstrate leadership by providing influence, direction, and guidance to staff to support the delivery of objectives. Establishes a strong direction and a persuasive future vision, managing and engaging with honesty and integrity, and upholding the reputation of the Ministry and Civil Service
Deputise for the DTS Service Performance Lead in other service management disciplines and representation at various boards

Stakeholder Management:

Engage with Senior Managers and Stakeholders within DTS and Business, and Suppliers regarding end-to-end service delivery and service management and performance and presenting recommendations with pros and cons as to the benefits and dis-benefits of a proposal, including the key issues, risks, and background etc.
Engage with Product and Service owners to understand service related and service impacting requirements and issues from capacity, availability, risks, suppliers’ performance and ensure these are fully managed
Attendance & reporting to various HMCTS service and governance boards to drive cross-jurisdictional communication and collaboration regarding end-to-end service provision and service management. Provide Senior Stakeholders with Management Information of product and service performance across the landscape to inform decision-making and strategic direction
Engage and interact with users of DTS products and services to maintain user-centric view to delivery
Engage and build relationship with Suppliers, ensuring that breaches of SLA targets are highlighted, investigated and recommendations to prevent their recurrence developed
Collaborate and engage with the Deputy Director of Digital Operations, other Deputy Directors, and Senior Stakeholders to respond to feedback regarding the end-to-end service delivery, service management, suppliers’ management, and reporting and to discuss improvement to services

Skills & Experience:

We’re looking for an individual with in-depth understanding and application of service management practices, leadership and communication skills, experience working and liaising with senior stakeholders and managing performance and relationship with suppliers and internal teams. You are an individual who likes working with a broad range of stakeholders and users. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.

Essential Criteria:

An in-depth understanding of Service Management Frameworks, principles, processes, and experience of working in a Service Management environment within a digital organisation or department
Experience working and liaising with senior stakeholders up to Director level and managing key relationships with stakeholders across business service areas, suppliers, and customers
Excellent leadership skills to lead and motivate a successful team across several service management practices through periods of high pressure and a complex workload
Experience of designing and implementing a set of wholistic processes, supported by new and existing tools, KPIs, reporting and a roadmap for various service management disciplines (Service Level Management, Performance Measurement and Reporting, Suppliers Management etc.), adapting your approach and framework appropriately and in line with any changes to deliver an excellent customer service
Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively, and winning over audiences
Experience of working in large, complex organisations with strong problem-solving abilities and analytical skills
Experience of managing suppliers’ performance and conducting service reviews with both internal teams and external suppliers.

Application process:

The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview.

Experience – As demonstrated in your CV and application form.
Technical – As demonstrated at interview. During the interview, you will be assessed against the Government Digital and Data (GDD) Capability Framework.

Roles will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profile Frameworks. Using GDD we will then determine if you will be paid an additional allowance on top of your basic salary.

Capability Framework Skill 1 – Performance Measurement
Capability Framework Skill 2 - Understanding Analysis across the product lifecycle
Capability Framework Skill 3 - Working within constraints
Capability Framework Skill 4 - Communicating Analysis and Insight

Behaviours – You will be required to provide evidence of the following key behaviours at G7 Level

Managing a Quality Service
Working Together
Making Effective Decisions
Communicating and Influencing

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 or Childcare Choices. 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 moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk);
To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
To the Civil Service Commission (details available here)

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
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 moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference - 11996

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference

Allowance

Ministry of Justice

11996 - Service Relationship Manager - 8 Month Loan

General Information

Descriptions & requirements

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Application form stage assessments

Interview stage assessments