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.



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.





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