68318 - DTS Service Designer

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.

Location: London / National

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

Term: Permanent

Interview: 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).

DDaT:

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 Manager 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.

Introduction: 

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.
HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.
DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.
Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service

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 have work in a team of 10, made up of a mix of contracted resources and civil servants. They will guide and deliver the operational design of new and changed services ensuring an end-to-end 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 agreement and service levels in place
•    Represent DTS and provide expert input and support to various governance boards which are attended by senior stakeholders including Directors, this includes the DTS Service Design Authority.
•    Ensure services have a full end-to-end support in place and relevant KPIs and SLAs in place before going live Prioritise and deconflict design activities for DTS using organisational priorities
•    You will be involved in a variety of design activities across programmes and within the directorate to understand the varying levels of complexities in each area to deliver a fully supported service.
•    Identify gaps in support structures and creatively seek the best way to get formal structures in place with agreed SLAs
•    Form strategies to deliver a highly efficient service design processes linked to the directorate operating model
•    Ensure best practice standards are built into service design processes
•    Work closely with Demand Management and Project Management Office to plan for SD&T requirements
•    Lead shift left activities through standardisation of activities and processes and practise is continuously improved
•    Ensure projects and programmes conform 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
•    Build and maintain relationship with key stakeholders who are both internal and external
•    Collaborate with key stakeholders such Programme Directors and Delivery Managers, to understand and balance demand priority with resource contention
•    Ensure risks to going live are highlighted and managed in advance

Person Specification:

•    We’re looking for someone who has an extensive track record in IT service management and service operation.  Expertise in design is preferred, but not essential. 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 respond to changes in technology, adapting your approach accordingly. Making decisions to meet user needs in the government context. You are able to understand the importance of assisted digital and can design services and make decisions to meet user needs.
•    You will have great analytical skills and attention to detail, absorbing large amounts of conflicting information and use it to produce simple designs. 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:

•    Experience of working in Service Design to a high standard in a fast-paced environment is desirable, but not essential.
•    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 Profile Framework will be used to assess and score your application during the sift, and interview.
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•    Experience – As demonstrated in your application form.
Behaviours – You will be required to provide evidence of the following key behaviours at Level 3.
•    Making Effective Decisions
•    Working Together, 
•    Communicating and Influencing,
•    DDaT Assessment – During the interview, you will be assessed against the DDaT framework