41610 - DTS Change and Release Manager

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New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing civil servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.

Merit List:

HMCTS run a Merit List, where candidates who are unsuccessful at interview, by only a few points, can be offered other roles, at the same band, for up to 12 months!

So, it is always a good idea to apply for a role, and try as best as you can at interview, as you never know what future opportunities it may open! You will be able to view your status via the application screen. If you have been added to the Merit List, your status will show either Merit or Reserve list.

Introduction:

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 and service centres and digital services online.

HMCTS is embarking on a period of significant change and this 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 service users, especially vulnerable witnesses and victims.

Making a real difference to people’s lives is such an integral part of working at HMCTS that we’ve built it into an agreement with everyone who works here. It’s called our people promise. Please click here to find out more.

Job Description:

The post holder will work in the Live Operations team and report directly into the Head of Live Operations. The post holder will own the Digital and Technology Service (DTS) and programme change process for digital services, they will make sure that technical changes to IT services are adequately impact assessed, prioritised, scheduled, authorised and implemented.

The role will work closely across the different programmes and product managers to ensure adherence to the Change Management process and provide governance over Change control. The Change Manager will work across multidisciplinary teams with management responsibilities over 2 other members of the change team.

Person Specification:

• We’re looking for someone who has extensive track record in service management and service operation with expertise in Change Management. You will be an individual who likes working in a delivery focused environment with multi-disciplinary teams.
• You will have strong communication and relationship building skills and a highly collaborative team player approach as well as the ability to interact with senior stakeholders and manage feedback from multiple stakeholder groups.
• You will be someone who takes pride in representing Operations and enjoy the challenge of promoting work in the Change Management space.
• You will have great analytical skills and attention to detail, as well as the ability to work to demanding deadlines whilst ensuring quality.
• You will be motivated by an opportunity to work in a unique public service environment, and for a department that directly delivers services to the public in one of the largest transformation and reform programmes in government.

Key Responsibilities:

• Design and enhance key processes to ensure changes are effectively assessed by the relevant teams, approved by the correct stakeholder groups and implemented successfully
• Creatively come up with ideas and solutions that are aligned to the DTS priorities using available data where possible and advise on tactical and strategic work streams to deliver this
• Own the end to end Change Management process for DTS and other programme areas
• Act as a point of escalation for Change Management in DTS
• Collaborate with internal and external teams to promote Change Management and ensure Change Management is embedded into future systems
• Manage the complexities that come with running the Change Practice not only across programmes but also across departments and with external parties
• Provide specialist input in field to relevant projects and boards
• Lead in deconflicting change priorities between teams and projects
• Own Change Management and ensure adherence to the Change Management process, confidentially pushing back any changes regardless of the urgency if adherence is not met to safe guard live services
• Responsible for running the Change Control Board
• Collaborate across teams to ensure consistency of delivery and adherence to the change process
• Point of escalation for Emergency Changes ensuring all prerequisites are met
• Gatekeeper to the live environment, owning the change governance and process for Digital Operations
• Escalate unsuccessful changes making sure postmortem takes place highlighting areas for improvements
• Identify and lead continuous improvements activities in the change space
• A champion of change management, actively improving and optimising current processes
• Ensure the Change Control Board is effectively reviewing all production changes for compliance, accuracy, and prevention of potential production issues.

Skills & Experience:

• Has broad industry experience in Change Management and is able to implement a successful Change Management process from zero to full maturity
• Has an in-depth understanding of service management framework principles & processes
• Strong experience and understanding of the digital agenda within the public sector with proven experience of building and developing relationships across a range of business areas
• Understanding and experience of the ITIL Framework
• Working product knowledge of ServiceNow and JIRA

Application process:

The following areas of Success Profiles will be used to assess and score your application during the sift, and interview. You could also be invited to complete a presentation stage.

• Experience – As demonstrated in your CV, statement of suitability, and application form
• Behaviours – We will be using the 3 behaviours below.

Key Civil Service behaviours:

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

Changing and Improving

• Work with others to identify areas for improvement and simplify processes to use fewer resources.
• Use technology where possible to increase efficiency. Encourage ideas for change from a wide range of sources.
• Clearly explain the reasons for change to colleagues and how to implement them, supporting individuals with different needs to adapt to change.
• Encourage an environment where colleagues know that they can challenge decisions and issues safely.
• Take managed risks by fully considering the varied impacts changes could have on the diverse range of end users.

Working Together

• Encourage joined up team work within own team and across other groups.
• Establish professional relationships with a range of stakeholders.
• Collaborate with these to share information, resources and support.
• Invest time to develop a common focus and genuine positive team spirit where colleagues feel valued and respect one another.
• Put in place support for the wellbeing of individuals within the team, including consideration of your own needs.
• Make it clear to all team members that bullying, harassment and discrimination are unacceptable.
• Actively seek and consider input of people from diverse backgrounds and perspectives.

Making Effective Decisions

• Understand own level of responsibility and empower others to make decisions where appropriate.
• Analyse and use a range of relevant, credible information from internal and external sources to support decisions.
• Invite challenge and where appropriate involve others in decision making.
• Display confidence when making difficult decisions, even if they prove to be unpopular.
• Consult with others to ensure the potential impacts on end users have been considered.
• Present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks.

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