69606 - Service Manager

The national salary range is £51,767 - £59,590, London salary range is £55,720 - £64,135. Your salary will be dependent on your base location.
2
12 Months
National
National
NATIONAL
Please note: Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting. The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time. Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.
Grade 7
Grade 7
Permanent
Full Time
Administration / Corporate Support, Business Management & Improvement, Operational Delivery, Programme and Project Management, Strategy, Other, Project Delivery

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.

This position is available for existing civil servants on level transfer or promotion. Secondments and loans will be considered on an individual basis.

Background:

It is an extremely exciting time here at HM Courts and Tribunals Service. We are currently undertaking a first-of-its-kind change programme aimed at delivering pioneering modernisation of judicial services, exploiting digital technologies to deliver services that better serve the public. With over £1 Billion of funding this is the most ambitious programme of its kind anywhere in the world, working to ambitious timescales this is an exciting and rewarding portfolio to be part of.

Reform provides the opportunity to place citizen needs and expectations at the very heart of HMCTS. The transformation will deliver benefits to service users, sustainably reduce organisational costs to the public purse and enhance the UK Justice system as a global leader. The Reform programme is ambitious, and we need resilient, resourceful and adaptable people to make it happen, who have a proven track record in change and implementation. Your application will need to demonstrate that you have the experience required in working in an environment where you are required to understand and facilitate change, ideally within a court environment, that you can deal with uncertainty and that you are committed to developing services that are based on the needs of the end recipient of the service provided as well as the needs of those who administer the services provided.

Role Overview:

The role sits within the Future Hearings programme. As a Service Manager, you will be at the forefront of leading the successful delivery of Future Hearings projects and implementing change. The objectives of the Future Hearings Programme are to deliver the vision of the court reform programme regarding the experience of court and tribunal hearings through the creation of a modern, just and accessible system for court hearings. As well as being timely and effective, hearings should consider participants and users’ needs. In so doing, ensure the realisation of benefits as set out in the programme business case, both those directly and indirectly supported by projects within the Future Hearings programme.

HMCTS expects its leaders to show openness, honesty and commitment, and, of course, to deliver results.

Key Purpose:

As Service Manager within the Future Hearings Programme, you will be responsible for ensuring that the service and digital product being developed will meet the users’ needs and support the vision of a courts and tribunals system which is just, proportionate and accessible.  This role is within the Video Hearings Project/Service and you will be responsible for designing a service to enable participants to take part in a court or tribunal hearing remotely, recognising the gravitas of judicial proceedings.  This will enable courts and tribunals to deal with proceedings in a more proportionate, flexible and efficient way for users.

Take the lead on managing the implementation for the Video Hearing Service across all jurisdictions, supporting operational changes ensuring a consistent approach and a smooth implementation and transition.

•    Ensure effective planning to deliver benefits and cost-effective implementation.
•    Build and maintain effective liaison with projects, operational colleagues, the Business Change community and all stakeholders required for effective change.
•    Work with managers across the regions to ensure consistency and customer-focus.
•    Provide proactive and positive leadership through change.
•    Reports to Senior Service Manager/Deputy Service Owner

As a strategic leader, the post holder will provide clear direction, visibly drawing out and championing the changes which deliver service transformation for the end user and greater efficiencies for HMCTS. Strong communication and influencing skills will be essential as the role will involve working closely with stakeholders, staff, managers and members of the judiciary, to set priorities, design and implement new business processes whilst also helping them to understand and come to terms with the impact of the changes. 

Key Responsibilities:

•    Lead on service design to maximise the opportunities for releasing benefits from the operating model and ensures that user needs are met
•    Work collaboratively with all Reform Projects to ensure a cohesive set of requirements, and help resolve design differences
•    Work with Reform Projects to agree dependencies and timelines for delivery and developing interim solutions where necessary
•    Work with Operations to make sure the business is involved in the design process and prepared for delivery
•    Work with judicial office holders to ensure the reformed services support judicial needs
•    Identify and manage service design groups to provide assurance during design & implementation process
•    Represent users’ needs at all levels within the organisation
•    Be accountable for the quality and usage of their service, and able to continuously improve the service based on user feedback
•    Be able to lead effectively on the change management and process re-engineering required to implement and maintain successful services
•    Have the digital literacy to engage with technical staff and suppliers to define the best system and platform configurations to achieve business/user objectives
•    Support our "no user is disadvantaged" strategy, including ensuring appropriate MI is developed to enable transparency and service improvement, and identifying the potential pitfalls
•    Oversee service redesign and subsequent operational delivery in the HMCTS change portfolio; supporting and ensuring the necessary project and approval processes are followed
•    Actively participate in networking with other service managers inside and outside HMCTS and government, sharing good practice and learning.

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. The post holder will be required to work flexibly across the programme. 

Essential Skills, Knowledge & Experience:

It is essential that the candidate has the following skills and experience:

•    Experience or knowledge of either civil, family or crime jurisdiction.
•    Experience or knowledge of managing service/process design and implementation (preferably using digital solutions) 
•    Experience of high-level stakeholder engagement and management.
•    Experience or knowledge of project delivery and change management

Desirable Criteria

•    Experience of monitoring service performance and evaluation.

Location of Post:

The successful candidate may be required to travel to London or other sites in line with business needs, however base location can be flexible. In line with the department’s policies, travel and subsistence and, where appropriate, overnight accommodation will be available in line with organisational policies.

Application Process:

You are asked to complete an “Overall Statement of Suitability”. Here, you will need to demonstrate (in a maximum of 500 words) that you have the experience required to successfully perform the role. We are specifically looking for evidence against the ‘Key Responsibilities” and the “Essential Skills, Knowledge and Experience”.

If selected for interview you will be tested against the following Success Profile behaviours (Level 4):

•    Seeing the Bigger Picture
•    Leadership
•    Working together
•    Managing a Quality Service

Further information on Success Profiles and the required standards for this post can be found at:

https://www.gov.uk/government/publications/success-profiles         

Please note, interviews are likely to be conducted via Microsoft Teams.

Terms & Conditions:

Flexible working options

HMCTS offers a flexible working system in many of its offices.

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

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.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

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 will expect to occur in the week commencing 13/02/2023.

27/01/2023, 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 - 69606.

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

Behaviours
Seeing the Big Picture - 250 word limit
Leadership - 250 word limit
Working Together - 250 word limit
Managing a Quality Service - 250 word limit
Experience
CV
Statement of Suitability - 500 word limit

Interview stage assessments

There is 1 interview stage for this vacancy.
Behaviours
Seeing the Big Picture
Leadership
Working Together
Managing a Quality Service

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.