26559 - Deputy Service Manager

Background

Her Majesty’s Courts and Tribunals Service (HMCTS) is an agency of the MoJ and provides the supporting administration for the judiciary across England and Wales and the non-devolved tribunals in Scotland and Northern Ireland.  It delivers services to the public directly in court and tribunal buildings, remotely via business centres and some limited services via the internet.

HMCTS has a once in a generation opportunity to transform the entire Courts and Tribunals Service through the HMCTS Reform Programme, enhancing the provision of a world-class justice system to offer an improved user experience at reduced cost to the taxpayer. This will contribute to consolidating the UK’s position at the forefront of an increasingly competitive international legal market as well as ensuring access to justice for all.

The future service model for crime will bring the courts into the digital age, ensuring services are simpler and easier to use for all our service users, and result in significantly more efficient criminal justice processes, leading to lower costs for the taxpayer.

We’re looking for enthusiastic people who can help us design the future business processes. We have two vacancies:

Post 1:

• Will work in a team focusing on operational live services and the enabling products that support digital working in the courtroom with an initial focus on leading work on the use of multi-media in courts and how we measure success.

Post 2:

• Will work in a team focusing on cross-cutting issues and liaising with stakeholders including MoJ Policy, HMPPS, Home Office and Policing. The team is the go to place for a view on policy implications for the criminal courts.

This is an exciting opportunity to improve the way the criminal courts work and make a real difference to the criminal justice system. Working as part of the Crime Team within the Development Directorate offers exciting opportunities to work with business design teams, judiciary and stakeholders to develop services around the needs of users and implement significant change across the crime jurisdiction.

Overview

The key purpose of the role is to:

The CTDD is responsible for the national business strategy, operational policy and modernisation of courts and tribunals. The job holder will play a key role in supporting the Crime Service Owner and Crime Service Managers as an Operational Support/Deputy Service Manager.

You will work closely with the relevant Service Manager, to ensure that the HMCTS Crime Business Plan is delivered. You will also be responsible for supporting and leading improvement activity and problem solving to ensure we keep the business running smoothly, whilst service reform models are designed and implemented. Additionally, the job holder will be responsible for co-ordinating projects designed to deliver service improvement within the business – developing implementation plans, identifying and monitoring dependencies and risks, conducting change impact assessments and developing communication, to ensuring change is delivered. There is a high level of stakeholder engagement internally and across other Government departments and the ability to work collaboratively to achieve results is essential.

You will provide high quality written and oral advice to senior civil servants, ministers and judiciary, advising on proposals and promoting alternatives to meet HMCTS’ objectives. You will work flexibly across the directorate to provide input into key areas of work.

Key interactions will be with:

• HMCTS Operational and Reform teams
• Policy and Legal teams within MoJ and across Government
• HMPPS
• The Judiciary
• Other Government departments/Partner organisations including Home Office, CPS, the police and other Criminal and justice agencies
• Other key stakeholders in the justice system
• The people who work in our courts and tribunals

Key responsibilities:

Operations

• Work within and across crime jurisdiction(s) on improvement and transformation opportunities. 
• Business service management of discrete projects: providing wider strategic input to development and testing of digital products, representing the Service manager in decision-making and direction of development
• Where appropriate make recommendations based on the results of investigation and analysis to operational processes and support operations in implementing changes.
• Based on risks and benefits analysis, have a good understanding of the potential impact of policy changes proposed by Other Government Departments (OGDs), MoJ policy or justice system partners within the Crime jurisdiction/ operational area and provide advice accordingly;
• Membership of Steering groups and working groups in the wider Crime strategic arena
• Some post holders may be required to provide Secretariat support to Operational Boards and Steering groups.
• Providing recommendations to Crime Service model lead and project managers on how to influence, as necessary, OGDs, MoJ policy and justice system partners in developing policy. This would particularly apply where change would significantly benefit HMCTS operations
• Participate and contribute in continuous improvement and/or business transformation initiatives for the jurisdiction. This is likely to include:
• Participating in the delivery of particular improvement/transformation priorities;
• Implementing and updating Standard Operating Models and Procedures;
• Support the design and implementation of professional frameworks and knowledge management networks
• Ensure FoIs, PMQs, PQs, MCs and TOs are handled within Departmental time-scales (drafting as necessary).
• Assessing the impact of policy proposals/new legislation/all other factors on the Crime jurisdiction, covering a wide variety of subject matters, and minimising the impact on HMCTS financial resources, staff and IT systems.
• Providing advice on operational matters to ensure SOPs support the work of criminal courts and deliver benefits to the business.
• An ability to interpret the jurisdiction’s operational management information.
• Draft briefings and other products as required.

Leadership

• Lead discussions with internal stakeholders assessing the impact of proposed reforms, working with them to secure their buy-in and support and leading them through implementation
• Represent the Department in discussions with internal and external stakeholders on changes to criminal court processes and organisational design, identifying the impact of those changes for stakeholders and working with them to devise solutions which improve end to end performance.
• Leading individual pieces of work for which they are responsible and delivering these within agreed timescales.
• The post holder may be responsible for the line management of one or more Band Cs.

Policy

• Work with policy groups to develop organisational strategy and design in line with policy proposals, ensuring that policies meet the needs of HMCTS and are operationally deliverable.
• Reviewing, improving and updating Standard Operating Models and Procedures in line with policy and operational changes taking place within and outside of HMCTS.
• Developing innovative proposals for introducing policy and structural change, drawing on best practice for managing change.

Accountability

• Reporting to a Band A within the Crime team.

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.

Essential Skills:

-       Experience or knowledge of the criminal justice system.

-       Experience or knowledge of managing service/process design and implementation

-       Experience of high level stakeholder engagement and management.

Desirable Skills:

-       Experience or knowledge of project delivery and change management.

-       Experience or knowledge of a public policy environment.

Key Civil Service Competencies

You will be required to provide evidence of the following key competencies at Level 3.

Changing and Improving

• Find ways to improve systems and structures to deliver with more streamlined resources
• Regularly review procedures or systems with teams to identify improvements and simplify processes and decision making
• Be prepared to take managed risks, ensuring these are planned and impact assessed
• Actively encourage ideas from a wide range of sources and stakeholders and use them to inform own thinking
• Be willing to meet the challenges of difficult or complex changes, encouraging and supporting others to do the same
• Prepare for and respond appropriately to the range of possible effects that change may have on own/team role

Leading and communicating

• Take opportunities to regularly communicate and interact with staff, helping to clarify goals and activities and the links between these and Departmental strategy
• Recognise, respect and reward the contribution and achievement of others
• Communicate in a succinct, engaging manner and stand ground where needed
• Communicate using appropriate styles, methods and timing, including digital channels, to maximise understanding and impact
• Promote the work of the Department and play an active part in supporting Civil Service values and culture
• Convey enthusiasm and energy about their work and encourage others to do the same

Collaborating and Partnering

• Establish relationships with a range of stakeholders to support delivery of business outcomes
• Invest time to generate a common focus and genuine team spirit
• Actively seek input from a diverse range of people
• Readily share resources to support higher priority work, showing pragmatism and support for the shared goals of the organisation
• Deal with conflict in a prompt, calm and constructive manner
• Encourage collaborative team working within own team and across the department

Managing a Quality Service

• Make effective use of project management skills and techniques to deliver outcomes, including identifying risks and mitigating actions
• Develop, implement, maintain and review systems and service standards to provide quality, efficiency and value for money
• Work with team to set priorities, goals, objectives and timescales
• Establish mechanisms to seek out and respond to feedback from customers about service provided
• Develop proposals to improve the quality of service with involvement from a diverse range of staff, stakeholders or delivery partners

Delivering at Pace

• Successfully manage, support and stretch self and team to deliver agreed goals and objectives
• Show a positive approach in keeping their own and the team’s efforts focused on the goals that really matter
• Take responsibility for delivering expected outcomes on time and to standard, giving credit to teams and individuals as appropriate
• Plan ahead but reassess workloads and priorities if situations change or people are facing conflicting demands
• Regularly monitor own and team’s work against milestones or targets and act promptly to keep work on track and maintain performance
• Coach and support others to set and achieve challenging goals for themselves

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