64537 - DTS Service Level Manager

The national salary is £37,683 - £41,506, London salary is £43,647 - £48,067. Your salary will be dependent on your base location
12 Months
London, National
London, National
Full Time
Information Technology, Digital

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.

Important salary details:

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

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).


HM 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 Centres and increasingly via digital services online. HMCTS has a once in a generation opportunity to transform the entire Courts and Tribunals Service through the HMCTS Reform and Crime Programme, with funding confirmed in the most recent spending review. These Programmes are providing a world-class justice system, in a manner that provides an improved user experience at reduced cost to the taxpayer. This will ensure justice for all as well as supporting the UK’s position at the forefront of an increasingly competitive international legal market. Delivering and operating digital services lie at the heart of the transformation. 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.

The Service Level Manager Grade SEO role is responsible for the governance and assurance of catalogue of existing services across the HMCTS estate, the maintenance of an appropriate SLM structure that covers Service Level Agreements (SLAs) with the Customer and Service Level Targets with the internal IT support teams. This is to ensure business demands for IT services and systems meet their performance and availability targets and are delivered in a cost-effective and timely manner.  They are responsible for establishing and operating a governance framework for SLM, including establishing strong relationships with third Party Suppliers/Contract Management to ensure they adhere to the SLM process and agreed SLAs.

Reporting to the DTS Service Relationship Manager (G7), you will lead the implementation of the process and supporting systems into the Authority and ensure that you have a strategy and roadmap for evolving our operational processes and capability. The role will also include providing training to existing and new staff joining the Live Ops team.

Key Responsibilities:

  • Creation, implementation and improvement of Service Level Management, process, tooling, and governance. This also requires the creation and maintenance of a catalogue of existing services offered by the organisation and their associated Service Level Targets.
  • Foster internal & external relationships to support the strategy and vision for Service Level Management across all areas of the HMCTS.
  • Negotiates, agrees, and maintains the Service Level Agreements with the Customer (HMCTS business areas)
  • Negotiates, agrees, and maintains the Operational Level Agreements (Service Level Targets) with the internal IT support teams
  • Negotiates and agrees with both the Customer and IT Provider any Service Level Requirements for any proposed new/developing services
  • Analyses and reviews service performance against the SLAs and OLAs and addresses shortfalls/failures with relevant suppliers and support teams
  • Produces regular reports on service performance and achievement to HMCTS stakeholders and service boards and IT provider at an appropriate level and provides regular feedback to Senior Leadership Team on efficiency of Processes and Procedures.
  • Organises and maintains the regular Service Level review process with both the IT Customer and IT provider
  • Initiates any actions required to maintain or improve service levels, assess, and monitor CSI activities to drive forward benefits including VFM opportunities
  • Conducts annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees, and controls any amendments necessary
  • Acts as co-ordination point for any temporary Changes to service levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the IT provider etc.).
  • Interfaces with the appropriate service management processes to support Service Levels deliverables: problem management, incident management, change management, capacity, and availability management etc.
  • Engages with major projects and programmes to assure that Service Levels requirements are factored into the design & delivery.
  • Representing the department at key stakeholder meetings.
  • Leadership and Management of SLM Team, inspire and motivate team to deliver service excellence, coaching and developing individuals to the best of their ability and manage the resources in accordance with HMCTS policies and procedures, so that the team’s business objectives are achieved consistently.
  • Take part in other ITSM (IT Service Management) processes, or as required perform as a back-up to maintain operational activities.
  • Drive analysis and identify, prioritise, and implement improvements and efficiencies working closely with other service management colleagues such as the CSI Manager and Risk and Issue Manager, Capacity and Availability Manager ensuring that the organisation derives maximum value from services and utilise knowledge to identify Service Management Risks & Issues
  • Support the strategic direction and expansion of key performance metrics within existing management information reporting
  • Act as a central contact point and SME for all digital and technology matters related to Service Level Management
  • Champion the governance and management of Service Levels, their tracking and reporting, working with colleagues across government and other digital, data and technology (DDaT) communities and analytical professions
  • Lead and instil the delivery of ITIL best practice regarding Service Level Management and Reporting during interactions with the wider organisation

Skills & Experience:

We’re looking for an individual with strong analytical, problem-solving, and capacity and availability management experience who likes working with a broad range of stakeholders and users. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.

Essential Criteria:

  • An in-depth understanding of service level management, process, tooling, governance and reporting principle, and experience of working in a Service Management / ITIL environment
  • Experience of managing and maintaining a catalogue of existing services offered by the organisation and their associated Service Level Targets
  • You will bring experience of providing leadership and you are someone who naturally makes connections and can build positive working relationships with stakeholders and customers at all levels, to influence, inspire and better understand their needs
  • Proven experience of leading a Service Level Management Function that delivers an excellent customer service and proactively looks for innovative ways to improve the service delivered to customers while mitigating the risks from not achieving Service Level Targets and their impact through engagement with internal IT support teams and third-party suppliers
  • Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively, and winning over audiences and ability to motivate a team
  • Experience of working in large, complex organisations and having strong analytical and problem-solving skills
  • A business background with an understanding of HMCTS users and the technology used is desirable.

Application process:

The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview.

Experience – As demonstrated in your CV, statement of suitability, and application form

Behaviours – We will be using the following behaviours below. You will be required to provide evidence of the following key behaviours at Level 3.

  • Managing a Quality Service
  • Working Together
  • Communicating and Influencing

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.


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.


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


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


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.


  • 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.

Expected week commencing 17/10/2022 - To be confirmed

04/10/2022, 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@gov.sscl.com Please quote the job reference - 64537.

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

Statement of Suitability - 750 word limit

Interview stage assessments

There is 1 interview stage for this vacancy.
Managing a Quality Service
Working Together
Communicating and Influencing

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 Vacancy is closed to applications.