74762 - DTS ITIL Event Manager

The national salary range is £37,683 - £41,506, London salary range is £43,647 - £48,067. Your salary will be dependent on your base location
1
12 Months
London, National
London, National
102 PETTY FRANCE LONDON, SW1H 9AJ
SEO
SEO
Permanent
Full Time
Information Technology, Digital

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

Job Title:      ITIL Event 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

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).

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 creating a place in which it is great to do 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:

The Application Performance Monitoring (APM) team are a key function to help ensure the digital services that we provide to staff and citizen are not only up and running but also kept in the best health. The introduction of APM and the APM team is new to DTS, and the vision is to grow APM to be a central tool used by all digital product teams to help teams be proactive in responding to incidents by notifying of potential issues before they are realised, helping with investigating root cause of incidents. 

The ITIL Event Manager will be a key part of this team, taking ownership of the alerts from the APM tool and working closely with the APM team to develop this service.  This is a new role, and the successful applicant will be able to make the role their own. An understanding of ITIL and events are required. Specific training on the APM tool will be provided.

Reporting to the Service Operations Manager, you will: 

  • Understand the wider picture of how APM notifications can be used to deliver a high-quality user experience. Use technical knowledge to translate customer needs into clearly defined requirements.
  • Develop and deliver the Monitoring and Event Management Process and Procedure for APM events, to be able to recognise internal operating procedures where changes can be delivered at pace with wider impacting procedures which require excellent stakeholder management, integrity, effective decision making and setting priorities.
  • Engage with stakeholder to gain a good understanding of wider IT requirements and develop user stories, to improve, design and deliver APM events. Work with the APM to plan and prioritise improvements to the APM alerts.
  • Help provide direction, support, and objectives for team members, both individual and organisational, creating an environment that supports positive learning, sharing ideas and developing a culture of continuous improvement.
  • To support the availability and capacity functions within HMCTS.

Key Responsibilities:

  • Define the Monitoring and Event Management Standard and Policy for DTS.
  • Develop the Monitoring and Event Management Process and Procedure for APM deployments to ensure appropriate coverage is provided to support services for consumption of end users both internal and external.
  • Ensure that the process and standards/policy are adhered to and followed correctly, and KPI’s are used to measure the value of the monitoring service.
  • Understand the wider picture of how APM and in particular, how notifications from APM can be used to deliver a high-quality user experience.
  • Lead on identifying ways APM notifications can be used to support other processes such as major incident management and problem management. Work with the service Operations team within HMCTS to develop and
  • Manage and monitor software updates to the internal tooling products to assess any impacts on APM.
  • Engage with applications teams across DTS to identify changes required to the events.
  • Manage the governance for the changes to the events.
  • Work with applications teams to set up and review the synthetic monitoring test review cycle.
  • Work with the Product Manager to define the strategy and roadmap for APM.
  • Support the availability and capacity team on ensuring monitoring deployments against HMCTS to drive improvements and understanding against live services.

Essential Criteria:

  • A background and understanding of ITIL framework.
  • Experience of working in a structured and non-structured technical delivery environment.
  • Experience of working in large, complex organisations.
  • Ability to work to tight timescales, managing your priorities and ensuring delivery of requests.
  • Able to build strong relationship skills and influence internal and external stakeholders from across the business.
  • Strong focus on delivering quality outcomes.
  • Desire to simplify complex issues and look for practical applications.
  • Strong collaborative approach - wants to work with, and through others.

Desirable Criteria:

  • Good awareness of Agile methodology and wider project management techniques
  • Willingness to learn new ways of working with modern tools i.e., Jira, Confluence, ServiceNow and Slack.                                                                              

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 application form.
  • Behaviours – You will be required to provide evidence of the following key behaviours at Level 3
  • Making effective decisions
  • Seeing the bigger picture
  • Changing and Improving
  • Working Together

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). 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, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

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.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.

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.

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 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

The Civil Service embraces diversity and promotes equal opportunities. 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 SSCL Recruitment Enquiries Team.

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

Interviews expected to take place w/c 03/07/23.

08/06/2023, 23:55 hours.

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 74762.

To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why. 

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

If you do not meet the above requirements, you may still be considered if, for example:

  • You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
  • You were studying abroad
  • You were living overseas with parents

In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.


Application form stage assessments

Experience
CV
Statement of Suitability - 250 word limit

Interview stage assessments

There is 1 interview stage for this vacancy.
Behaviours
Seeing the Big Picture
Making Effective Decisions
Changing and Improving
Working Together

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

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

This Vacancy is closed to applications.