80976 - Systems and Service Improvement Manager

The national salary is £47,907, London salary range is £50,942 - £52,523. Your salary will be dependent on your base location
12 Months
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.
Band 7
Full Time, Part Time, Part Time/Job Share, Flexible Working, Other
Operational Delivery

Overview of the job    

This is a HQ role, located in geographically dispersed teams across England. The post is based in Custodial Contracts Group (CCG).
The post holder will work as a member of the Systems and Service Improvement Team as part of the wider Governance & Risk Team, helping to ensure that it operates effectively and efficiently; to maintain correct and appropriate relationships with both team colleagues and other stakeholders. As and when required conduct duties on behalf of the team.

The post holder will work to the Head of Systems and Service Improvement. There may be line management responsibilities of up to 10 people (a mix of Contract Assurance Specialists and Systems and Contract Management Assurance Officers).

This is a generic post and the job holder could be deployed to lead any of the discrete subject areas the team covers depending on demand including, but not limited to:

•    Managing our Governance, Risk and Compliance (GRC) system
•    Managing our contract assurance and group reporting systems
•    Managing our risk management assurance and group reporting
•    Managing benefits realisation for a portfolio of our contracts
•    Managing payment assurance across our suppliers

Any of the post holders may matrix manage one or more of the Contract Assurance Specialists and/or Systems and Contract Management Assurance Officers depending on how demand dictates deployment across the team.

This post is non-operational.


The exact subject matter will depend on which area the post holder(s) are deployed to, but all will broadly be responsible for similar outcomes and will cross deploy to provide resilience.

The job holder will be responsible for managing or supporting our Governance, Risk and Compliance (GRC) system according to the internal control framework which includes user management, system configuration, policy publishing and review, questionnaires and good relationships with the system supplier. Escalate any issues or regular reporting to the Governance and Risk SMT.

The job holder will be responsible for contract management reporting across the group to include portfolio dashboards, gold contract scorecards, risk reporting and other relevant data to provide management information to support effective contract management and to provide assurance that systems are operating effectively.
The job holder will manage the relevant internal control frameworks and owning the control checks, including reporting to the Governance and Risk SMT and escalation of any issues.

The job holder will lead process design or process improvement in relation to contract management or ways of working for the group including measures of cost effectiveness and sustainability considerations, including potential for digital solutions.

The job holder will lead elements of the group People Strategy on behalf of the Head of Systems and Service Improvement including engagement, reward, wellbeing and capability working across the group to make sure policy and process is understood and used effectively. Arrange engagement events (for example, listen to improve exercise or lunch and learn sessions) for the group.

Design and build reporting and management information across a range of subject areas, working with contract management teams, stakeholders and the SMT to specify requirements, test outputs and develop products.

The post holder will be required to travel.

Responsibilities, Activities and Duties    

The job holder will be required to carry out one or more of the following responsibilities, activities and duties:

Contract Management Assurance
•    Ensure quality assurance procedures for the contracts work effectively
•    Provide support to relevant contract managers and stakeholders
•    Design and build reporting to the group on the effectiveness of processes (this may cover risk, financial MI or people strategy for example), working with contract management teams and stakeholders to specify requirements
•    Coordinate internal and external audits of contract management and the group response to those audits
•    Own the system management of internal control frameworks and risk management
•    Source data from internal systems (for example, payment assurance data from the finance ERP or risk and issues from any risk systems) and turn this into actionable reporting

Manage system administration for the GRC system
•    Own the system governance policies including acceptable use policy, configuration and change governance
•    Own the internal control framework and provide assurance to the SMT that the GRC system is being used and managed effectively
•    Manage the system administrators and contract assurance specialists
•    Keep oversight of policy publishing and review, questionnaires and risk and action configuration

Portfolio management
•    Manage collation, analysis and reporting of management information for contracts
•    Manage completion of gold contract scorecards including completing any centrally driven management information
•    Keep oversight of the functional mailbox and make sure correspondence is directed correctly or issues are resolved at the right level

Benefits realisation
•    Develop, establish and manage appropriate plans, processes and products to ensure the effective management of benefits for one or more portfolio(s) of contracts
•    Track and monitor progress towards benefits realisation; produce and own a tracking process, update it at key stages and report periodically to the contract management teams and SMTs
    •    Ensure continuous improvement in benefits management through effective reviews, lessons learned processes and applying lessons learned in future contract competitions
•    Work with Analytical Services, Commercial and Finance Business Partners to ensure that the methodology used to calculate cashable benefits is fully understood, documented and agreed

Representational and other duties
•    To represent the Systems and Service Improvement Team at relevant meetings or other events, briefing the rest of the team appropriately and ensuring that all action points are either delegated or acted upon
•    Work across the team flexibly to ensure coverage of all priority areas and be involved in resourcing decisions
•    To complete any other duties or tasks as requested by the Head of Systems and Service Improvement
•    To lead by example and demonstrate organisational values and principles

Line or matrix management
•    There may be up to 10 people (a mix of Contract Assurance Specialists and Systems and Contract Management Assurance Officers) and while most will be line managed by one Systems and Service Improvement Manager (for continuity), they will be deployed to subject areas and projects as required so there will be matrix management at times

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation Scheme and shall be discussed in the first instance with the job holder.


•    Seeing the Big Picture
•    Changing and Improving
•    Making Effective Decisions
•    Managing a Quality Service
•    Developing Self and Others
•    Working Together

Essential Experience    

•    Good communication skills (both written and oral).
•    Digitally competent particularly being able to pick up new systems and learn how to use them.
•    Sound knowledge of office applications including design and build of reporting and ideally using automation (e.g. Visual Basic for Applications, Power BI or similar).
•    Good understanding of HMPPS strategic direction with an ability to influence others in a professional and diplomatic way.
•    Demonstrable experience of problem solving to deliver required outcomes.
•    Foundation level knowledge of working with public sector contracts and an understanding of contractual boundaries and demonstrates knowledge of contractual obligations.
•    Demonstrate leadership qualities regardless of whether in a line management role.

•    Proven ability to be self‐motivating and demonstrate experience of escalating challenges to contribute to successful outcomes.
•    Proven ability to develop productive working relationships in both a contractual environment and with a diverse range of internal and external stakeholders.
•    Excellent competence with Excel (including using charts to visualise data) and other office applications and experience of working with management information.
•    Ability to manage uncertainty and respond flexibly to a changing environment.

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.

Standard working hours for this post are 37 hours per week excluding breaks which are unpaid.

If you are a current NPS employee, this vacancy may be available on a Loan basis for up to 2 years. Applications are invited from suitable qualified staff.

The Loan/Secondment is subject to the approval of the selected candidate's Business Unit, which should be obtained before confirmation of appointment.


Annual Leave

-The holiday year runs from 1 March. If you work a non standard work pattern your leave entitlement may be expressed in either hours or days as appropriate. Leave entitlement is calculated on a pro-rata basis and you will be advised of your actual entitlement on appointment. If you were appointed internally and your leave was previously calculated in days, this will continue to be the case.

Bank, Public and Privilege Holidays

-You are entitled to 9 days (66 hours 36 minutes) in recognition of bank, public and privilege holidays.


-The Civil Service offers a choice of two pension schemes, giving you the flexibility to choose the pension that suits you best.

Work Life Balance

HM Prison & Probation Service  (HMPPS) is keen to encourage alternative working arrangements. Work life balance provides greater opportunities for staff to work more flexibly wherever managers and establishments can accommodate requests to do so. HMPPS offers flexible working subject to completion of a satisfactory probationary period and NVQ

Season Ticket Advance

-After two months’ service, you’ll be eligible to apply for a season ticket advance to purchase a quarterly or longer-period season ticket for travel between home and your place of work

Childcare Vouchers

For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers


HMPPS is committed to staff development and offers a range of training and development opportunities, including areas such as Equality and Diversity, Dealing with Challenging Behaviour, Suicide Prevention and Anti Bullying Programmes

-There are opportunities to access promotion programmes and HMPPS provides a variety of training appropriate to individual posts

-All staff receive security and diversity training and an individual induction programme into their new roles


-All candidates are subject to security and identity checks prior to taking up post

-All external candidates are subject to 6 months probation. Internal candidates are subject to probation if they have not already served a probationary period within HMPPS

-All staff are required to declare whether they are a member of a group or organisation which the HMPPS considers to be racist

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.

CCD wants to be a diverse and inclusive group and a great place to work for everyone that joins us. We actively encourage flexible working and encourage applications from anyone that wants to work differently, for example part-time or job share.

To be confirmed

05/01/2024, 23:55 hours.

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com. Please quote the job reference - 80976.

For any queries regarding the post, please contact-

Lorna Dodsworth, lorna.dodsworth@justice.gov.uk

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.

In the event that we receive a large volume of applications we reserve the right to conduct the sift based on one lead behaviour. The chosen lead behaviour for this campaign is Managing a Quality Service.
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

Changing and Improving - 250 word limit
Developing Self and Others - 250 word limit
Making Effective Decisions - 250 word limit
Managing a Quality Service - 250 word limit
Seeing the Big Picture - 250 word limit
Working Together - 250 word limit
A sift based on the lead behaviour, Managing a Quality Service, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.

Interview stage assessments

There is 1 interview stage for this vacancy.
Excellent competence with Excel (including using charts to visualise data) and other office applications and experience of working with management information
To be tested at interview using a live exercise to summarise and visualise a dataset in MS Excel
Changing and Improving
Managing a Quality Service
Seeing the Big Picture
Strengths may also be assessed at interview but these are not shared in advance.
Any candidate who has been assessed as being appointable to the role they applied for may be offered a similar, lower grade role, if one is available. Furthermore, any candidate who has just missed meeting the criteria for a particular role, may be appointed to a similar role at a lower grade if such a role is available, and if they have been assessed as meeting the criteria for the lower grade role. These appointments will also be made in merit order.

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.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.

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.