64669 - DTS Capacity and Availability Manager

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).

Introduction:

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 Capacity and Availability Manager Grade SEO role is responsible for the governance and assurance of Capacity and Availability across the HMCTS estate, to ensure business demands for IT services and systems are delivered in a cost-effective and timely manner and have the capacity to operate effectively and efficiently to avoid performance related impacts.  They are responsible for establishing and operating a governance framework for Capacity & Availability, including integrating and coordinating the work of all suppliers involved. Additionally, they assure the quality of all supplier work undertaken as part of the capacity & Availability process.

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 Capacity & Availability Management, process, tooling, and governance.
• Foster internal & external relationships to support the strategy and vision for Capacity & Availability Management across all areas of the HMCTS.
• Assess and monitor CSI activities to drive forward benefits including VFM opportunities.
• Manage / negotiate appropriate resolution of Capacity & Availability related issues / risks directly with internal and external stakeholders.
• Interfaces with the appropriate service management processes to support Capacity & Availability deliverables
• Input to business continuity plans by ensuring that risks related to capacity and availability of services are mitigated
• Engages with major projects and programmes to assure that Capacity and Availability requirements are factored into the design & delivery.
• Liaise with Internal DTS support teams and external suppliers to monitor, track and update Capacity and Availability plans they are responsible for
• Provides KPI/Metric information and standardized reporting on a scheduled basis together with unscheduled reporting demanded by management.
• Provides regular feedback to Senior Leadership Team on efficiency of Processes and Procedures.
• Representing the department at key stakeholder meetings.
• Responsible for monitoring IT capacity and availability levels, comparing actual levels against targets, and addressing shortfalls
• Management of Capacity & Availability 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 processes, or as required perform as a back-up to maintain operational activities.
• Ensure that Capacity and Availability management activities and processes are integrated and linked to the other service management disciplines such as problem management, incident management, change management etc.
• 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, ensuring that the organisation derives maximum value from services and utilise knowledge to identify Service Management Risks & Issues
• Champion the governance and management of Availability and Capacity, 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 Capacity and Availability 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 and experience of capacity and availability management, process, tooling, governance and reporting principle, and experience of working in a Service Management / ITIL environment
• 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 Capacity and Availability Function that delivers an excellent customer service and proactively looks for innovative ways to improve the service delivered to customers while mitigating the risks and their impact
• 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
• Making Effective Decisions
• Communicating and Influencing

HMCTS offers a range of benefits:

Annual Leave:

Generous allowances for paid holiday starting at 25 days per year and rising as your service increases, plus bank holidays and 1 privilege day usually taken around the Queens’ birthday.

Great maternity, adoption, and shared parental leave, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!

Up to 5 days paid leave for voluntary work you may wish to undertake.

Pension:

A generous pension scheme on average of up to 22%

Training:

HMCTS is committed to staff development and offers an extensive range of training and development opportunities through Civil Service Learning and with the assistance of our Learning and Development

Support:

A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.

Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.

Free annual sight tests for employees who use computer screens.

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.