Job role: Deputy Service Manager (Crime Service Team)
Grade: SEO
Location: National
About us
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.
As part of the Crime Service Team, you will be at the forefront of supporting a portfolio of change and business improvements across the criminal courts.
The Crime Team is looking for a Deputy Service Manager (DSM) to play a key role in delivering the Government’s reform of the criminal courts, following Sir Brian Leveson’s review. This is an exciting opportunity to help shape and implement significant changes to the justice system. In addition to supporting these reforms, you may also contribute to the ongoing improvement and delivery of our existing crime services as a consequence of the sentencing review.
We may also have similar roles leading on other areas of our work and encourage anyone interested in joining the team to apply. Successful candidates may be placed on a reserve list for future vacancies.
About the role
We are looking for a someone who can hit the ground running, who can plan and prioritise their workload and work calmly under pressure.
As a Deputy Service Manager (DSM), you will progress the jurisdiction’s priorities facilitating their delivery and ensuring the issues that can impact on the running of services are managed effectively. Supporting the Service Managers, you will take forward ongoing continuous improvement of existing services and for reforming products and processes. You will act across significant operational, multi-disciplinary and complex policy areas.
Influencing internal and external stakeholders to help reconcile differing priorities and representing the organisation’s position on major issues will feature in this role. You will uphold the strategic vision for the service and ensure design and delivery are aligned with HMCTS’ operating model and strategic vision, and meet the needs of all users, judiciary, and staff. As part of the service management team, you will work with project management staff and any contractors, to deliver at pace in a high-profile area. You will operate across a complex policy, technical, and operational landscape, and you will help reach agreement to progress plans. You will represent the organisation and engage openly and constructively with all stakeholders and interested parties.
You will support the work of the Criminal Service team as a whole, engaging widely as regards performance, continuous improvement, the vision and strategy for the jurisdiction and services within it, policy and legislative impacts, and providing support to operations.
Key interactions will be with but not limited to:
Judiciary - at all levels including leadership judiciary
HMCTS operational colleagues - court staff and leadership
HMCTS finance, governance, digital, commercial, data/analysis/insight, performance teams
HMCTS change projects
MOJ policy and finance teams, and legal advisers
HO policy teams.
External stakeholders - representative bodies, representatives of the legal professions
Representation of the Department
Represent HMCTS both internally and externally in areas of business strategy.
Work with partners outside of the organisation to develop strategy with external justice agencies and other Government departments.
Stand by, promote or defend own and team’s actions and decisions where needed.
Lead by example, role modelling ethics, integrity, impartiality and the elimination of bias by building diverse teams and promoting a working environment that supports the Civil Service values and code.
Your role as the Deputy Service Manager encompasses several key aspects (but not limited to):
Jurisdictional strategy, service design, service development and improvement, governance:
Focusing on the outcomes of live services across the whole delivery chain, you will support.
Continuous improvement strategy and process:
In collaboration with operations and corporate functions, identify opportunities and challenges within the criminal courts and develop strategies for addressing them, consistent with the vision for the jurisdiction, HMCTS operating model and business architecture.
Work with policy teams on policy and legislative proposals, ensuring that policies meet the needs of HMCTS and are operationally deliverable.
Develop standard business processes and operating procedure, overseen by organisational governance (service board / business authority / project governance), to deliver improvement initiatives.
Developing service design in keeping with the organisational vision:
Develop digital service design which meets all users’ needs and is consistent with HMCTS’ operating model and the Crime Service model, in collaboration with operational colleagues, the judiciary and other users and stakeholders.
Develop effective service design which enables technical development and end-to-end delivery of a digital service, to time and budget, and within agreed scope.
Quality of services:
Manage and shape services in line with the jurisdiction’s priorities and users’ needs, looking end-to-end and ensuring the issues that can impact on the running of the service are addressed.
Identify national performance issues and take forward problem solving activity and continuous improvement.
Deliver nationally driven changes arising from policy, legislative or judicial initiatives, improving service delivery and aligning with the service strategy and vision in so doing.
Corporate responsibilities:
Provide high quality written and oral advice to colleagues and to governance boards, and advice to senior civil servants, judiciary and Ministers as required and in a timely manner ensure high standards in analysis, advice and drafting to enable effective decision-making.
Ensure high quality operational support is provided to courts and court staff on the postholder’s areas of jurisdictional and service responsibility.
Ensure performance is maintained against correspondence, FOIs, MCs, PQs.
Contribute to briefings, reports, and lines to take as required and in a timely manner.
Engagement and Representation:
Sustain collaborative relationships with MOJ policy and other Government departments, public bodies, justice agencies and the judiciary to ensure HMCTS strategy and plans are aligned to wider justice policy and the Government’s agenda.
Sustain collaborative relationships across HMCTS operational and HQ functions to ensure shared understanding of vision, plans, and activities and to ensure these are operationally viable.
Confidently engage with staff and stakeholders, build trust, and ensure understanding of users’ needs.
Represent HMCTS both internally and externally in areas of own responsibility and wider civil jurisdictional matters.
Leadership:
You may be responsible for the line management of a Jurisdictional Support Officer. They will give clear sense of direction and purpose; lead, coach and mentor members of the team; and develop capabilities in line with business needs.
You will be an active member of the Crime Team, contributing to priorities across the team, sharing learning, promoting effective working, and upholding and role-modelling our team pledge and supportive culture.
Other duties
You will be required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.
Who are we looking for? (Person Specification)
The ideal candidate for this position should demonstrate:
Essential
Proven experience in designing and implementing business processes and developing operational solutions across organisational boundaries, that improve service delivery for the people who use our services.
Demonstrated ability to build effective relationships with diverse stakeholders and influence decisions through collaboration and evidence-based recommendations.
Experience of strategic planning and collaborating across organisational boundaries to deliver change.
Ability to produce clear, concise written content including reports and briefings that present complex analysis and messages in a clear and compelling way to enable effective decision making.
Desirable
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
Experience or knowledge of the criminal jurisdiction and the work of crown and magistrates’ courts and national services.
Experience or knowledge of digital service design.
Application Process
Please submit a CV and a statement of suitability (up to 750 words) demonstrating how you meet the person specifications outlined in the advert.
Please ensure you cover both ‘what’ you do but also ‘how’ you do it. (i.e., the effective skills, knowledge & experience needed to undertake the role).
Interview
If successful at sift you will be invited to a formal interview which will include assessment of the following behaviours:
Changing and improving
Making effective decisions
Communicating and influencing
Delivering at pace
Further information on Success Profiles and required standards for this post (SEO equivalent) can be found at: https://www.gov.uk/government/publications/success-profiles
Strengths will also be assessed at interview but will not be shared in advance.
Further details
Occasional travel to other HMCTS sites as required, in line with business needs
About our benefits
We reward our people for their hard work and commitment. We have a number of family
friendly and flexible working polices that will help you achieve a healthy work-life balance. In addition, we offer a range of employee benefits which include generous annual leave, a highly competitive contributory pension scheme, childcare benefits, season ticket and bicycle loans.
Proud to Serve. Proud to keep justice going.