85967 - Problem 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.

Grade: SEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer) 

Salary: £45,824 - £50,039 which may include an allowance of up to £2,251 (London); £39,868 - £43,535 (which may include an allowance of up to £2,057 (National) 

Working pattern: Full time, Part time, Flexible working, Job share

Contract Type: Permanent

Vacancy number: 85967 

*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP 

The Role

We’re recruiting for a Problem Manager here at Justice Digital, to be part of our warm and collaborative Problem, Event and Knowledge team. 

This role aligns against Problem Manager from the Government Digital and Data Framework 

The role of Problem Manager includes leading ITSM capabilities and operating in a complex digital and technology landscape, accountable for the development and delivery of high-quality Problem Management processes. 

As a Problem Manager, you will contribute to the improvement, enhancement and delivery of a high performing service function consistently delivered across the MoJ Estate. This includes diverse portfolios such as MoJ HQ, LAA, HMPPS, HMCTS. Essential to your success will be the ability to build and maintain effective relationships with internal and external suppliers, MoJ stakeholders and business users. You will be responsible for the lifecycle management of all problems that arise during IT service delivery. 

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025 

Key Responsibilities:

In support of the management and delivery of these Capabilities, the role includes: 

• Operate and maintain the Problem Management governance framework.
• Manage the Integration, coordination and assurance of IT suppliers’ problem management activities
• Continual assessment and monitoring of potential problems.
• Proactive management of identified potential future problems to prevent their occurrence
• Working with Event Management to implement Pro-active Problem Management
• Reactive review of detected problems and coordination of business response – including that of relevant IT suppliers
• Communication of problem status to appropriate stakeholders.
• Monitoring, tracking and assuring root cause analyses of detected problems, and coordination of lessons learned activities in order to proactive prevent reoccurrence of that or a similar problem
• Reactive Incident trending – data driven
• Attend Supplier Problem Boards
• Implement & Manage a Known Error Database (KE DB)
• Working collaboratively with Suppliers & Key stakeholders
• Creating Problem Records
• Awareness of any supplier related issues – having a holistic view for the wider team and across all suppliers
• Work with the Problem Management Lead to help define strategic vision and operational viewpoints.
• Identification of continual service improvements and risks
• Integrate suppliers to provide maximum coordination across Problem Management activities
• Assess processes and identify trends, discrepancies and opportunities for improvement
• Work with Process Owners / Service Managers to identify improvements 

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply! 

Person Specification 

Essential 

• Service Focus: Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.
• Community collaboration: Contributes to the work of the community, building successful teams through understanding team styles and influencing as well as motivating team members. Gives and receives constructive feedback, facilitating the feedback loop. Facilitates conflict resolution within teams, ensures the team is transparent and that the work is understood externally. Able to help teams maintain a focus on delivery while being aware of the importance of professional development.
• Incident Management: Coordinates the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. Identifies the correct procedures or channels for resolution and monitors resolution activity and progress updates to customers. Understands key change management tools and processes.
• Problem Management: Understands and identifies problems, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies.
• Understanding of service management framework: Has an in-depth understanding of Service Management Framework principles and processes and the ability to apply the technical knowledge in project or programme activities.
• User Focus: Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.
• Ownership and initiative: Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.
• Continual service improvement: Identifies and explores opportunities for service and business improvement. Drives the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed. 

Willingness to be assessed against  the requirements for SC clearance 

We welcome the unique contribution diverse applicants bring and do not discriminate based on culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor. 

Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace. 

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning etc.
• 10% dedicated time to learning and development with a budget of £1000 a year per person
• Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, 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!
• Wellbeing support including access to the Calm app.
• Nurturing professional and interpersonal networks including those for Carers & Childcare, Gender Equality, PROUD and SPIRIT
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym.

How to Apply 

Candidates must submit a CV and Personal Statement. Your Personal Statement should be no more than 750 words and should describe how you meet the following four requirements from the Person Specification: 

• Service Focus: Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.
• Community collaboration: Contributes to the work of the community, building successful teams through understanding team styles and influencing as well as motivating team members. Gives and receives constructive feedback, facilitating the feedback loop. Facilitates conflict resolution within teams, ensures the team is transparent and that the work is understood externally. Able to help teams maintain a focus on delivery while being aware of the importance of professional development.
• Problem Management: Understands and identifies problems, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies.
• User Focus: Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities. 

Please note, applications submitted without a Personal Statement will not be considered. 

In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process: 

• Delivering at Pace
• Making Effective Decisions
• Working Together 

A diverse panel will review your application against the Person Specification above. 

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference. 

Should we receive a high volume of applications, a pre-sift based on your experience of Problem Management will be conducted before the sift. 

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application. 

A reserve list may be held for up to 12 months, from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements. 

If you have any questions, please feel free to contact recruitment@digital.justice.gov.uk