64679 - DTS Service Design and Introduction Lead

The national salary range is £51,767 - £59,590 London salary range is £55,720 - £64,135. Your salary will be dependent on your base location
12 Months
London, National
London, National
Grade 7
Grade 7
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.

Job Title

2 x Service Design and Introduction Lead


London (Other National locations may be considered, if you can attend the London office when needed). Successful applicants will be expected to be office based 2 days per week in any HMCTS Office (subject to business availability). The frequency may increase in the future.   



Interview Location:  

Video conference via Teams

Important salary details:

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 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).


Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance, on top of your basic salary.  This role is aligned to the Service Transition Manager role, within the Service Transition Job Family. 

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.


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.

Job Description:

The post holder will work within the Service Design and Transition (SD&T) Team and work across all business programmes to provide the SD&T functions to Digital and Technology Services (DTS).

The role sits in Live Operations and will report directly into the DTS Service Design and Transition Lead, the post holder will work in a growing team, made up of a mix of contracted resources and civil servants. They will work to build out the function to align with the departments Target Operating Model as well as participate in the overall transition planning and coordination of resources to ensure services are successfully transitioned into live with an effective end-to-end ITSM support structure across services which are aligned to business and operational needs.

Key Responsibilities:

  • You will facilitate the use of the SD&T process for Digital and Technology Services, this involves working between different programmes and departments with varying working agreements and service levels to embed standards and controls across service design and transition ensuring standards are maintained assuring service support quality
  • Responsible for the planning and coordination of resources alongside the Demand Management team to ensure services are transitioned into ITSM Service Operations and that any changes to live service support functions or service retirements are controlled
  • Provide liaison and coordination between projects, suppliers, service support and live service teams to support the DTS Product Managers maintaining the service, managing a small team of SD&T resources as allocated to the projects
  • Represent DTS and provide expert input and support to various governance boards which are attended by senior stakeholders including Directors, this includes the HMCTS Transition Authority and the Service Design Authority.
  • You will be involved in a variety of transition activities across programmes and within the directorate to understand the varying levels of complexities in each area to deliver a fully supported service
  • Ensure services being transitioned meet the agreed criteria’s before accepting services into live working with Heads of Service to ensure agreement for acceptance in to Live.
  • Prioritise and deconflict transition activities for DTS using organisational priorities, acting as escalation point for Service Transition management activities
  • Identify gaps in support structure and creatively seek the best way to put formal structures in place with agreed SLAs
  • Ensure best practice standards are built into service transition process
  • Actively seek out opportunities for shift left and continuous improvement
  • Build and maintain a good working relationship with project teams and other key stakeholders and ensure conformity to SD&T processes and procedures
  • Provide direction on high impact, complex change requests, ensuring that design and transition policies, procedures and processes are applied as part of the transition work
  • Responsible for ensuring identified risks & issues are escalated and managed

Person Specification:

  • We’re looking for someone who has an extensive track record in service management and service operation with expertise in transition and is fully conversant in ITIL practices. You will be an individual who likes working in a delivery focused environment with multi-disciplinary teams and has worked at management level.
  • You will participate and share ideas to enable advanced planning in building in strategies to standardise and automate, and to encourage shift left activities. You will challenge the status quo and provide ideas, thinking outside the box whilst understanding industry standards and what it takes to deliver a quality service.
  • 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 Service Design and Transition 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 the opportunity of working 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.

Skills & Experience:

  • Have experience of working in Service Transition to a high standard in a fast-paced environment
  • Demonstrate ability of working collaboratively across functions and building relationships
  • Firm understanding of ITIL framework with relevant qualifications
  • Experience of working within an agile and waterfall environment
  • Strong stakeholder management skills
  • Strong experience and understanding of the digital agenda within the public sector
  • Ability to communicate at technical and senior levels and through multiple formats

Application process:

The following areas of Success Profiles 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 3 behaviours below.

Key Civil Service behaviours:

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

Making Effective Decisions

  • Clarify your own understanding and stakeholder needs and expectations, before making decisions.
  • Ensure decision making happens at the right level, not allowing unnecessary bureaucracy to hinder delivery.
  • Encourage both innovative suggestions and challenge from others, to inform decision making.
  • Analyse and accurately interpret data from various sources to support decisions.
  • Find the best option by identifying positives, negatives, risks and implications.
  • Present reasonable conclusions from a wide range of complex and sometimes incomplete evidence.
  • Make decisions confidently even when details are unclear or if they prove to be unpopular.

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. 

Communicating and Influencing

  • Communicate with others in a clear, honest and enthusiastic way in order to build trust.
  • Explain complex issues in a way that is easy to understand. Take into account people’s individual needs.
  • Deliver difficult messages with clarity and sensitivity, being persuasive when required.
  • Consider the impact of the language used.
  • Remain open-minded and impartial in discussions, whilst respecting the diverse interests and opinions of others.
  • Introduce different methods for communication, including making the most of digital resources whilst getting value for money.
  • Monitor the effectiveness of own and team communications and take action to improve where necessary.
Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance, on top of your basic salary.  This role is aligned to the Service Transition Manager role, within the Service Transition Job Family. 

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.

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 - opportunity.id.

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

Interview stage assessments

There is 1 interview stage for this vacancy.
Making Effective Decisions
Working Together
Communicating and Influencing
Skill 1 - as aligned to the DDaT Capability Framework
Skill 2 - as aligned to the DDaT Capability Framework
Skill 3- as aligned to the DDaT Capability Framework
Skill 4 - as aligned to the DDaT Capability Framework

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.