80688 - Delivery Manager

£37,174 - £40,403
12 Months
Fixed Term
up to 12 months
Full Time, Part Time, Part Time/Job Share, Flexible Working
Operational Delivery

HM Courts and Tribunals Service

Directorate:  London Region

Job Title:  Delivery Manager

Location:  Field House, Breams Building, EC4A 1DZ (may require some travel to other sites in the Region)

Duration:  12 months Fixed Term Contract

Pay Span or equivalent:  HEO

Salary:  London (within M25): £37,174 - £40,403

These positions are available for external applicants as well as existing civil servants on level transfer or promotion.

New recruits to the Civil Service joining MoJ are expected to join at the band minimum. For existing civil servants, where an employee accepts an FTC on promotion, this promotion will be temporary, and the employee will revert to their substantive grade upon return to their home business area. Secondments and loans will be considered on an individual basis.


HM Court and Tribunals Service is an agency of the 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 some limited services via the internet.

The quality of the service we deliver to all court and tribunal users is of paramount importance and high service quality and standards are expected from everybody. The organisation is also committed to continuously identifying and adopting new or better ways of working to ensure that it focuses on that which is essential to deliver a quality court and tribunal user experience.


The Illegal Migration Act 2023 (IMA) has been enacted changing UK law to proactively limit certain types of immigration. Changes have been made to immigration law which will place duty on the Home Secretary to detain and remove migrants to a third country (e.g., Rwanda) or an alternative safe country (e.g., France) for the processing of any asylum claim where they meet criteria set out in the Bill (principally that they have entered in the UK illegally having travelled through another safe country). A new appeals process for the Upper Tribunal (Immigration and Asylum Chamber) is being created.

Strong leadership is a critical requirement for the jobholder of this role. The IMA project is currently ever-changing and evolving and therefore the jobholder will need to be confident in responding to these changes at pace and leading their team through them. The jobholder will be required to deal with a fluctuating workforce as the work increases.

As a manager within HMCTS the jobholder must provide clear direction and focus, visibly championing the changes which deliver greater efficiencies. The Regional Delivery Directors expect all managers in the clusters to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.

Key Purpose:

  • Be accountable for the day-to-day operation of a strand of work within the wider IMA process.
  • Work with the Operations Manager (IMA), to establish and set up processes and functions required for your area and operate within the timebound guidelines.
  • Work alongside other Delivery Managers to deliver an excellent service for customers throughout the end-to-end process.


  • Experience of the work undertaken by the Immigration and Asylum Chambers.

Key Responsibilities:

  • Deliver a consistent and customer focussed service focussing on specific and particular areas of the processes established by the IMA.
  • Lead a team, potentially across multiple sites, ensuring effective deployment of resources to meet operational needs.
  • Engagement with relevant stakeholders to ensure needs are met.
  • Ensure the delivery of cluster performance management objectives.
  • Act as Responsible Officer as required.


  • Maintain effective working relationships with the judiciary, supporting agencies, voluntary and user groups. Working with agencies to improve the level of service offered to users.
  • Provide direction and close support to local managers, setting local priorities which are consistent with the business plan
  • Lead Staff Forums as part of employee engagement activities to effect good working relationships with staff and to improve service delivery and staff morale / motivation
  • Ensure that team targets are met, and resources are managed to deliver highly effective performance.
  • Identify process improvements, understanding and managing associated risks; building on team strengths to deliver business outcomes.
  • Ensure that governance, risk management registers and contingency plans are in place and updated annually/monthly.
  • Ensuring compliance with HMCTS values, policies and procedures (including diversity, attendance and discipline, HMCTS Assurance Programme).
  • Ensure that local training needs are identified, assessed and training is delivered.
  • Perform Responsible Officer duties. This may include any of the following activities:
    • Identify and implement solutions to local problems
    • Ensuring IT/Workstation compliance at all times
    • Ensure compliance with health and safety requirements
    • Ensuring Risk Assessments take place at appropriate times
    • Maintenance of an up-to-date Asset Register
    • Constructively manage complaints within set timescales, ensuring corrective action taken where necessary.

Managing Casework:

  • Working with managers and staff to develop team plans which form part of the overall business plan for the cluster.
  • Setting local priorities and objectives within the context of national/regional strategies and plans.


  • Identifying and implementing solutions to local problems, referring more complex problems to the Cluster Operations Manager

Communicating with Stakeholders:

  • Maintain effective liaison with judiciary, user groups and representative organisations.
  • Thinking beyond own area of responsibility, considering wider policy and organisational implications of issues.

Team Leadership:

  • Provide operational leadership to managers and staff and role model engaging behaviours.
  • Provide coaching to support and develop staff, guiding them through a substantial and significant change.
  • Ensure you and your managers support the ongoing use of TIB’s and SOP’s and empower and develop staff to achieve the highest performance standards.
  • Ensure the application of MoJ HR policies and procedures.


  • Reporting directly to the SEO Operations Manager.

Other Duties:

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Operational Delivery in HMCTS:

This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in

  • Face-to-face roles in HMCTS for example a court usher
  • Contact Centre roles in HMCTS for example call centre advisers
  • Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration

Being part of the operational delivery profession means belonging to a cross-government community of people.  This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.


Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad-hoc or regular basis at other local HMCTS sites / courts. Where applicable, associated travel cost / time will be applied in line with organisational policies. 

Application Process:

To apply for this position please complete the online application form, ensuring you provide the following:

A 250-word suitability statement against each of the following Success Profile Behaviours (Level 3):

  • Delivering at Pace
  • Leadership
  • Managing a Quality Service
  • Making Effective Decisions

In the event we receive a large volume of applications, we will sift using the lead Success Profile Behaviour:

Delivering at Pace.

If selected for interview, the Success Profile Behaviours listed above will also be tested / assessed (Level 3).

Interviews will also test two Strengths.

Interviews may be required to be conducted via video conference.

Further information on Success Profile Behaviours and Strengths, as well as the required standards for this post (Level 3), can be found at:


If we receive applications from more suitable candidates than we have vacancies for at this time, we may hold suitable applicants on a reserve list for 12 months, and future vacancies requiring the same skills and experience could be offered to candidates on the reserve list without a new competition.

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit:


The MoJ is proud to be Level 3 Disability Confident. Disability Confident is the approach through which we offer guaranteed interviews for all people with disabilities meeting the minimum criteria for the advertised role as set out in the job description.

Terms & Conditions:

Fixed Term Contracts (FTC) on Promotion:

MoJ employees may apply for FTC opportunities in MoJ that are advertised at a higher grade than their current substantive grade. Where an employee accepts an FTC on promotion, this promotion will be temporary, and the employee will revert to their substantive grade upon return to their home business area, as per the loan policy for OGD loans. Before applying, employees must seek approval from their line managers to ensure they can be released for the duration of the FTC and can return to their substantive role at the end. If there is no role available at the end of the FTC, the employee will be subject to redeployment and potentially redundancy procedures.  Loans are also available for OGD candidates

Working Hours / Pattern:

Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be treated fairly and, on a case-by-case basis in accordance with the MoJ’s Flexible Working and Equality policies.

Flexible Working Options

HMCTS offers a flexible working system in many of its offices. However, please note that this role is not suitable for hybrid working.

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.

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.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

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.

Interviews expected to commence on 30th November 2023

07/11/2023, 23:55 hours.

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com

Please quote the job reference - 80688.

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.

In the event that we receive a large volume of applications we reserve the right to conduct the sift based on one lead behaviour. The chosen lead behaviour for this campaign is Delivering at Pace.
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

Delivering at Pace - 250 word limit
Leadership - 250 word limit
Managing a Quality Service - 250 word limit
Making Effective Decisions - 250 word limit
A sift based on the lead behaviour, Delivering at Pace, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.

Interview stage assessments

There is 1 interview stage for this vacancy.
Delivering at Pace
Managing a Quality Service
Making Effective Decisions
Strengths may also be assessed at interview but these are not shared in advance.
Any candidate who has been assessed as being appointable to the role they applied for may be offered a similar, lower grade role, if one is available. Furthermore, any candidate who has just missed meeting the criteria for a particular role, may be appointed to a similar role at a lower grade if such a role is available, and if they have been assessed as meeting the criteria for the lower grade role. These appointments will also be made in merit order.

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.

This job is broadly open to the following groups:

· UK nationals

· nationals of the Republic of Ireland

· nationals of Commonwealth countries who have the right to work in the UK

· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families

· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)

· individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020

· Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

This Vacancy is closed to applications.