10359 - HMCTS Digital Change Directorate Lead Product Manager
Appointment
This is a new role in the growing Digital Change Directorate of HM Courts and Tribunals Service.
Background
Her Majesty’s 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 via digital services online.
The organisation is continuously adopting new or better ways of working to ensure that it delivers services focused on user needs, in the most cost effective way. In particular, this includes services enabled by new digital products. There are high expectations of all staff, whatever role they have in enhancing the organisation and the services it delivers.
HMCTS has a once in a generation opportunity to transform the entire Courts and Tribunals Service through the HMCTS Reform Programme, with funding confirmed in the 2015 spending review. The Programme is 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.
The programme includes creating high quality digital products and services, modernising the court estate, updating and replacing its technology, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and provide much improved services for users, especially victims and vulnerable witnesses.
The Digital Change Directorate is growing as a key enabler of HMCTS’ future as a digital organisation, building the new digital products and live operations teams necessary to deliver online services to our users and staff. The directorate is creating, operating and enhancing critical national infrastructure services. Users include citizens, court staff, the judiciary, prosecutors, legal counsel and a wide variety of other participants in delivering justice. For example, HMCTS Digital Change Directorate has created and now operates and enhances services that have digitised the court room. These include paperless bundles for all parties in the Crown Court, a single evidence repository and tablet viewing solution in the Magistrates’ Court, as well as the critical infrastructure solutions to display evidence, deliver court hearings by video and achieve connectivity.
An effective courts and tribunals service is fundamental to our democracy, underpinning the rule of law. This is an opportunity to work in a role that will support and enable the digitisation of a major agency and run an operation designed not just to give our courts and tribunals a sustainable and affordable future, but to improve how justice is delivered.
Overview
The post holder will need to work across the current live service estate, with new digital products, with ageing technologies, and with key digital development programmes in HMCTS and the Ministry of Justice.
HMCTS is a continually changing organisation undergoing digitisation. Strong leadership is a critical element in this being successful. As a manager and leader within HMCTS and for a group of products and services, the jobholder must provide clear leadership and focus, visibly championing the changes which improve user experience and deliver greater efficiencies. They will provide open minded and enthusiastic digital leadership, recognising that they are accountable for the rigorous delivery of critical live operational services on a national scale.
The HMCTS Senior Management Team expects all leaders to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.
The key purpose of the role:
The role has management and leadership responsibility within the HMCTS Digital Change Directorate for a group of digital and technology products. The products may be focused on applications or infrastructure, existing or new technology. Evolving from the Product Manager role in the teams that develop our new digital products, the post holder will lead the live operation, support, maintenance and improvement of the products, providing end-to-end services to our users. They will have the opportunity to lead a team that is a key part of building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.
The post holder will work very closely with the HMCTS Service Managers who are ultimately accountable for their services and they will also draw on input from wider teams and organisations to operate and improve the product.
The role reports to the Head of Digital Operations and will have line management responsibility for a team of Product Managers, who will work together to share expertise and support one another.
Key responsibilities:
Operations
- Accountable for all aspects of digital/technology live service support and improvement for a group of end-to-end products delivered to the user
- Lead management and control of the digital and technology assets, resources, subscriptions and calendar of activities needed to keep the products and end-to-end services operating efficiently and effectively
- Provide visible leadership to and coordination of the multiple providers and suppliers involved in delivering the products and end-to-end services, both internal and external
- Overseeing that operational methods, procedures, facilities and tools are established, reviewed and improved continuously, for all aspects of the digital and technology assets.
- Leading the readiness and transition of the product to live operation at scale, subsequent releases and enhancements
- Lead identification and implementation of improvements to the live operational service, assembling the necessary resources and teams to do so
- The operational budget for a particular group of products and services
Analysis
- Oversee preparation and maintenance of analysis and knowledge, to understand and deliver against user needs for their products
- Lead analysis and understanding of the technical and practical detail about how their products work, serves user needs and could be developed
- Oversee preparation and delivery of guidance and communications to support operating and improving their products
- Ensure that training needs and knowledge transfer requirements are established and delivered
Communicating
- Accountable for any necessary communications about all aspects of operating and developing their digital/technology products, as part of end-to-end services delivered to users.
- Act as a central contact point for all digital and technology matters related to their products
Representation
- Create close and trusting relationships with the Service Managers who are ultimately accountable for the end-to-end services, supporting them in development and operation of the services
- Lead for Digital Change Directorate on all matters relating to operation and improvement of their products
Specialisms
- Leading development, delivery and live operation of digital services, technology and ICT
Financial authority
- Accountable for any delegation of the Digital Change Directorate budget for their products, ensuring that the budget is used efficiently and effectively
- Overseeing and ensuring that business cases for their product are well conceived and made
Accountability
- Report to Head of Digital Operations
Other duties
The Product Manager will lead a team of Product Managers, each with accountability for groups of products, or a particular product. The team will share expertise, providing support and cover for one another in leading live operations and improvements.
The post holder is 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.
Location of Post
The majority of activity will be at HMCTS HQ, 102 Petty France, London, though the post holder may be based at any HMCTS site. Frequent travel will be required as part of these working arrangements.
Skills Required
Changing and Improving
- Understand and identify the role of technology in public service delivery and policy implementation
- Encourage a culture of innovation focused on adding value – give people space to think creatively
- Effectively capture, utilise and share customer insight and views from a diverse range of stakeholders to ensure better policy and delivery
- Spot warning signs of things going wrong and provide a decisive response to significant delivery challenges
- Provide constructive challenge to senior management on change proposals which will affect own business area
- Consider the cumulative impact on own business area of implementing change (culture, structure, service and morale)
Making Effective Decisions
- Push decision making to the right level within their teams, not allow unnecessary bureaucracy and structure to suppress innovation and delivery
- Weigh up data from various sources, recognising when to bring in experts/researchers to add to available information
- Analyse and evaluate pros and cons and identify risks in order to make decisions that take account of the wider context, including diversity and sustainability
- Draw together and present reasonable conclusions from a wide range of incomplete and complex evidence and data – able to act or decide even when details are not clear
- Identify the main issues in complex problems, clarify understanding or stakeholder expectations, to seek best option
- Make difficult decisions by pragmatically weighing the complexities involved against the need to act
Leading and Communicating
- Be visible to staff and stakeholders and regularly undertake activities to engage and build trust with people involved in area of work
- Clarify strategies and plans, giving clear sense of direction and purpose for self and team
- Stand by, promote or defend own and team’s actions and decisions where needed
- Confidently engage with stakeholders and colleagues at all levels to generate commitment to goals
- 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
- Be open and inviting of the views of others and respond despite pressure to ignore, revert or concede
Collaborating and Partnering
- Actively build and maintain a network of colleagues and contacts to achieve progress on objectives and shared interests
- Demonstrate genuine care for staff and others – build strong interpersonal relationships
- Encourage contributions and involvement from a broad and diverse range of staff by being visible and accessible
- Effectively manage team dynamics when working across Departmental and other boundaries
- Actively involve partners to deliver a business outcome through collaboration that achieves better results for citizens
- Seek constructive outcomes in discussions, challenge assumptions but remain willing to compromise when it is beneficial to progress
Managing a Quality Service
- Exemplify positive customer service behaviours and promote a culture focused on ensuring customer needs are met
- Establish how the business area compares to customer service expectations and industry best practice and identify necessary improvements in plans
- Make clear, pragmatic and manageable plans for service delivery using programme and project management disciplines
- Create regular opportunities for staff and customers to help improve service quality and demonstrate a visible involvement
- Ensure the service offer thoroughly considers customers’ needs and a broad range of available methods to meet this, including new technology where relevant
- Ensure adherence to legal and regulatory requirements in service delivery and build diversity and equality considerations into plans
Delivering at Pace
- Get the best out of people by giving enthusiastic and encouraging messages about priorities, objectives and expectations
- Clarify business priorities, roles and responsibilities and secure individual and team ownership
- Adopt clear processes and standards for managing performance at all levels
- Act as a role model in supporting and energising teams to build confidence in their ability to deliver outcomes
- Maintain effective performance in difficult and challenging circumstances, encouraging others to do the same
- Review, challenge and adjust performance levels to ensure quality outcomes are delivered on time, rewarding success
Flexible working options
HMCTS offers a flexible working system in many of its offices.
Job Sharing and Reduced Hours
All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.
Excess Fares and Relocation Allowances
This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJ’s excess fares allowance policy.
Working Arrangements & Further Information
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
Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. 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.
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.
- Paid paternity, adoption and maternity leave.
- 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.
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.
The Civil Service embraces diversity and promotes equality of opportunity.
There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
Eligibility
Staff on fixed term appointments must have been recruited through fair and open competition.
30/06/2017, 23:55 hours.
Closing date: 30th June 2017 at 23:55 hours
If you require any assistance please call 0845 010 3512 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment@noms.gsi.gov.uk Please quote the job reference 10359
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.
Candidate Information
You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
In the event of a large number of applications, we reserve the right to undertake the following processes:
- An automated online test where a benchmark must be passed to progress;
- A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.
During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.
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
Interview stage assessments
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.