27653 - Service Manager

£52,064 - £70,356
2
12 Months
London
London
102 PETTY FRANCE (MOJ) LONDON, SW1H 9AJ
Grade 7, Grade 6
A
Fixed Term
for a period of up to 2 Years
Full Time
Other

It is an extremely exciting time in HM Courts and Tribunals Service. We are undertaking an extensive Change Programme aimed at delivering pioneering justice services that better serve the public. With over £1 billion of funding this is the most ambitious programme of its kind in the world.


We aim to create a courts and tribunals system which is just, proportionate and accessible, with the needs of its users at its heart. The programme includes modernising the court estate and our buildings, utilising the latest technology to digitise services where appropriate, and speeding up and streamlining working practices. We will provide a better experience for all our service users, many of whom have vulnerabilities.


The Programme is ambitious and we need resilient, resourceful and adaptable people to make it happen. This is an opportunity to gain fantastic experience in a major transformation programme, develop a range of effective business skills and play a key role in how justice is delivered.


Can you deliver in a fast-paced environment that is changing constantly? Does developing pioneering new ways of working, focussed on the end-user, excite you? If so, please read on and apply today.


Service Manager (Video Hearings project)


The Video Hearings project is a high profile project in the Change Programme that will introduce fully video hearings as an alternative option for holding certain court and tribunal hearings. A fully video hearing is one where all the parties are joined to the hearing via a bespoke video service, which the project is designing, testing, and delivering. This service is unique. The project is of significant interest to the judiciary, legal professions, court users and a wide range of stakeholders and organisations with an interest in how court and tribunal hearings take place.


As a strategic leader, working under the direction of the Service Owner, your primary responsibility as Service Manager will be to lead the design and development of the Video Hearings service. You will resolve complex challenges around service scope and design, and strategic alignment with wider objectives and priorities across the Programme. You will provide clear direction and leadership, and represent the project in a range of governance and departmental fora and with wider stakeholders, presenting and responding to challenge on the project’s vision and progress. You will liaise with independent researchers and build relationships with nominated judiciary involved in the project, and with government departments, legal professionals, and others who use the courts. You will be responsible for ensuring collaborative co-design with partners and stakeholders, facilitating workshops and identifying user needs.


You will work closely with a senior project manager and with a technical delivery manager, jointly leading a large and multi-disciplinary team responsible for design, software development, business process design, and iterative testing. You will be responsible for line managing a Band B deputy service manager / product owner, and a Band B service transition manager.


You will be experienced and skilled in strategic thinking and problem-solving, confident in working through complex issues. You will be an excellent communicator and have experience of complex stakeholder relations. You will be confident in leading through ambiguity in a complex and fast-paced environment.


Service Manager (Flexible Operating Hours project)


Flexible Operating Hours is a high-profile project in the Change Programme that will test and evaluate whether operating court and hearing rooms at different hours increases their utilised capacity and whether they result in improved access to justice for court users. The project is of significant interest to the judiciary and to the legal professions and a key focus of the service manager role is engagement with the judiciary and external stakeholders.


As a strategic leader, working under the direction of the Service Owner, your primary responsibility as Service Manager will be to lead the design and development of flexible operating hours. Two pilots will be conducted and independently evaluated in 2019. You will lead this work, providing clear direction and a focus on understanding the impacts for all participants. In doing so you will work closely with Local Implementation Teams in the pilot sites and HMCTS leaders, and with a range of internal and external stakeholders.


You will work closely with a senior project manager to support delivery. You will also be responsible for line managing a Band B Deputy Service Manager.


You will be skilled at effective stakeholder engagement, and maintain excellent relationships with external stakeholders, and with the judiciary. You will be confident in working through complex issues, taking account of differing perspectives and priorities, and dealing with challenge. You will have excellent communication and influencing skills, and the ability to work at pace in a fast-moving environment.


Further information


These roles offer exciting opportunities to deliver high-profile projects which aim to improve the experience of court users, and to develop change management skills while working within one of the largest reform programmes in government. You will be based within a highly motivated team who recognise the importance of the diversity, skills and the experience we all bring.


Key Responsibilities:


Service Design


  • Own the detailed design of flexible operating hours (working closely with local implementation teams on the pilots)
  • Locate this within the wider landscape of the change programme, ensuring strategic fit, and working with other service managers and projects to ensure co-ordination
  • Maintain a focus on the end-user and the intent of the change programme to deliver a fair, proportionate and accessible courts and tribunals system
  • Ensure an effective evaluation framework is in place for flexible operating hours, to enable understanding of the impacts and implications of flexible operating hours on all court users
  • Maintain robust and effective arrangements to ensure appropriate dialogue with all interested parties to inform development of the service

Relations and Collaboration


  • Develop and maintain constructive relations with all programme and project stakeholders. 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
  • Deliver effective communications and engagement using stakeholder and communication plans
  • Encourage contributions and involvement from a broad and diverse range of staff by being visible and accessible
  • Act alone and with senior colleagues in frequent representation of relevant service with stakeholders on programme and project matters.
  • Operate as the link between headquarters and those affected by the programme / projects in HMCTS operations and other partners.
  • Understand commercial requirements and able to build commercial relationships as appropriate

Resolution of Complex Problems


  • Identify and manage issues which may impact or be impacted by the project and programme. These may be within HMCTS, the wider MOJ or across government
  • Formulate and approve plans and strategies for addressing issues, having considered and evaluated the pros and cons of alternative options
  • Use influencing and persuasion skills as required with internal and external stakeholders
  • Direct and draw on the expertise of others to identify and implement innovative solutions for new and unusual challenges.
  • Provide authoritative advice to senior colleagues on issues and proposals to address them
  • Apply sound judgement and decision making to complex situations, often under the pressure of time, quality and commercial imperatives
  • Ensure decision-making is subject to appropriate governance procedures

Leadership


  • Act as a role model, displaying leadership behaviours in accordance with HMCTS values.
  • Work collaboratively and respectfully with others within and without the organisation.   Be open and inviting of the views of others and respond, resisting pressure where appropriate.
  • Ensure clear objectives of team members, lead others through a period of cultural change, and actively encourage and develop staff.

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.


You will work closely with:


  • HMCTS and Ministry of Justice staff
  • Members of the judiciary
  • Project and programme senior responsible owners
  • Project and programme managers and the wider change team
  • Customer and supplier representatives
  • Stakeholders and users in the justice system

Essential Criteria


  • Experience of owning and developing Service Design models, with a focus on strategic fit and end users
  • Exceptional internal and external senior stakeholder engagement skills, including evidence of influencing and negotiating skills
  • Experience of developing plans and frameworks to support delivering co-ordinated change into business as usual
  • Experience of identifying and resolving problems, gathering and analysing information to ensure solutions address complex issues in the round
  • Providing direction and leadership, whilst working collaboratively with others and displaying behaviours in accordance with MOJ / HMCTS values
  • Maintaining robust working relationships through regular dialogue, contributions and engagement with internal / external colleagues and stakeholders
  • Demonstration of understanding of governance and accountability within the HMCTS context

Other Duties


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.


Application


In completing your application, you will be asked to complete an “Overall Statement of Suitability”. Here, you will need to demonstrate (in a maximum of 750 words) that you have the experience required in developing and delivering high profile services, ideally within a Programme environment; that you are committed to developing services that are based on the needs of the end recipient as well as the needs of those who administer the services provided; that you can thrive in an environment that is changing constantly and deal with uncertainty. We are also looking for specific experience in relation to the ‘Essential Criteria’. Please attach the “Overall Statement of Suitability” to your CV.


Fixed Term Appointment


This appointment will be made on a fixed term basis, due to the time limited nature of the Reform Programme.


For existing civil servants, whilst the role itself is time limited, at the end of the fixed term period, you will retain your permanent status but will be placed on the re-deployment register if you have not secured a new role.


Secondments and loans will be considered on an individual basis.


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.


Candidates will need to provide a statement of suitability of no more 750 words providing examples of how they meet the essential criteria

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 voluntary benefits,retail vouchers and discounts on a range of goods and services.
  • For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • 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.

Expected 28/8/2019

18/07/2019, 23:55 hours.

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote the job reference - 27653.

To discuss the roles, please contact Rosemary Rand, Deputy Director (rosemary.rand@justice.gov.uk).

 

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.



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
Other competency/Experience

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

There is 1 interview stage for this vacancy.

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.