62896 - DTS Continuous Service Improvement Manager

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

HM Courts and Tribunals Service 

Directorate:           Digital & Technology Services (DTS)

Pay Band:              SEO

                              National: £37,683 - £41,506

                              London: £43,647 - £48,067

Job Title:               Continuous Service Improvement Manager

Location:               London/National Successful applicants will be expected to be office based 2 days per week in any HMCTS Office (subject to business availability). The frequency may increase in the future.   

Term:                     Permanent

Important salary details:

New recruits to the Civil Service joining HMCTS 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).

Introduction:

HM Courts and Tribunals Service (HMCTS) is an agency of the Ministry of Justice (MoJ) and provides the supporting administration for the Judiciary across England and Wales. It delivers services to the public directly in court and tribunal buildings, remotely via business Centres and increasingly via digital services online. HMCTS has a once in a generation opportunity to transform the entire Courts and Tribunals Service through the HMCTS Reform and Crime Programme, with funding confirmed in the most recent spending review. These Programmes are providing a world-class justice system, in a manner that provides an improved user experience at reduced cost to the taxpayer. This will ensure justice for all as well as supporting the UK’s position at the forefront of an increasingly competitive international legal market. Delivering and operating digital services lie at the heart of the transformation. Making a real difference to people’s lives is such an integral part of working at HMCTS that we’ve built it into an agreement with everyone who works here. It’s called our people promise.

The Continuous Service Improvement (CSI) Manager role will take responsibility CSI governance, tracking and reporting within Live Ops and Digital Operations. The role reports to the DTS Service Performance Lead and will include providing training to existing and new staff joining the Live Ops team. This role will also encompass leading on the engagement with Stakeholders from external suppliers, management, internal DTS service support teams and DTS user representatives on all matters related to service improvement initiatives.

Key Responsibilities:

CSI Management:

• Govern, implement processes. track and report on Continuous Service Improvements plans and initiatives across Live Ops, Digital Operations Directorate
• Ensure the right tools within Service Management best practice are used to monitor, track and report on CSIs tasks & initiatives applying automation and dashboards whenever it is possible and appropriate to do so
• The CSI Manager will lead the set up and coordination of a Continuous Service Improvement Board / Group across Live Ops and Digital Operations ensuring this is run effectively and efficiently. The role holder will ensure that the CSI activities are aligned with strategic objectives, and the focus and priority is on initiatives generating higher return of benefits or mitigating imminent wider impacting risks and consequences.
• Identify and implement new KPIs to support monitoring of CSIs and maintain CSIs Roadmap
• Conduct Trend Analysis of data from various sources to identify and explore opportunities for service improvement
• Drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services
• Support in mitigation and resolution of Risks & Issues by providing relevant data and metrics to colleagues
• To manage the resources in accordance with HMCTS policies and procedures, so that the team’s business objectives are achieved consistently.
• Champion Continuous Service Improvement initiatives tracking and reporting, working with colleagues across government and other digital, data and technology (DDaT) communities and analytical professions
• Responsible for reviewing supplier provided continuous service improvements reports and registers for each service, ensuring that they are fit for purpose and that they achieve their targets and provide best value and any improvements identified in the service provision and reporting are implemented
• Lead and instil the delivery of ITIL best practice CSIs and Reporting during interactions with the wider organisation

Stakeholder Management:

• Engage with Stakeholders, Suppliers and Management regarding Continuous Service Improvement including represent Digital Operations in forums
• Act as a central contact point for all digital and technology matters related to Continuous Service Improvements and act as a point of escalation within Live Ops
• Provide Senior Stakeholders with Management Information and CSIs reports and activities 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 of their experience and opportunities for service improvements
• Champion Continuous Service Improvement, working with colleagues across government and other digital, data and technology (DDaT) communities and analytical professions
• Responsible for reviewing supplier provided CSIs reports and registers for each service, ensuring that they are fit for purpose and that they achieve their targets and provide best value and any improvements identified in the service provision and reporting are implemented
• Utilise available data and information from customer satisfaction surveys to define improvements to service
• Attendance to service boards to drive cross-jurisdictional communication.

Skills & Experience:

We’re looking for an individual with Service Management/ITIL background and strong analytical, problem-solving, and service improvement experience 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 / ITIL environment
• Proven experience of managing a CSI register and activities, CSIs tracking and governance, conducting analysis, developing performance measurement frameworks - key performance indicators (KPIs) for the CSI function
• Experience of using a range of tools and dashboards for gathering information and data from a range of sources and measuring if the improvements implemented delivered the desired benefits: such as IT Service Management Tool, Application Performance Monitoring etc.
• Experience of working in large, complex organisations with strong problem-solving abilities and analytical skills
• Ability to lead, motivate and manage a CSI team
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively, and winning over audiences

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, statement of suitability, and application form

Behaviours – We will be using the following behaviours below. You will be required to provide evidence of the following key behaviours at Level 3.

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

HMCTS offers a range of benefits:

Annual Leave:

Generous allowances for paid holiday starting at 25 days per year and rising as your service increases, plus bank holidays and 1 privilege day usually taken around the Queens’ birthday.

Great maternity, adoption, and shared parental leave, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!

Up to 5 days paid leave for voluntary work you may wish to undertake.

Pension:

A generous pension scheme on average of up to 22%

Training:

HMCTS is committed to staff development and offers an extensive range of training and development opportunities through Civil Service Learning and with the assistance of our Learning and Development

Support:

A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.

Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.

Free annual sight tests for employees who use computer screens.

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.