83615 - Head of Service Transformation

The national salary range is £54,358 - £61,585, London salary range is £58,847 - £66,670. Your salary will be dependent on your base location.
12 Months
London, West Midlands
Burton-upon-Trent , London
Grade 7
Grade 7
Full Time, Part Time, Part Time/Job Share, Flexible Working
Operational Delivery, Programme and Project Management, Project Delivery

Head of Service Transformation

The Role 

We’re recruiting for senior positions to lead two transformation workstreams in a busy department and be part of our warm and collaborative Information Services senior management team. The two workstreams are:

•    Subject Access Request Service Transformation
•    Records Management Service Transformation

This is an exciting opportunity to join us and support the Ministry of Justice’s priorities, through innovation, delivery and collaboration. 

The roles provide an opportunity to tackle and resolve interesting, high profile and high-risk challenges, whilst delivering better outcomes for our customers.

The individuals appointed will utilise and extend their skills, leading and managing stakeholders, whilst gaining experience of collaborating, working alongside colleagues in MoJ Digital and Technology, Project Delivery, Commercial and Contract Management Directorate and HR. 

The Team

The Department’s ambition is to provide an excellent justice system. Access to information by the Department’s customers, and high standards of management of the department’s records, are an important part of this goal. 

MOJ’s Information Services Division (ISD) ensures the right information is provided and accessible to the right people, at the right time; securely, swiftly, and compliantly; and to drive trust in MoJ’s services. This is achieved through responding to information requests, managing the MoJ’s information, corporate records and preserving its historic record.

ISD does this by:

•    Providing excellent information and records management services to all its customers and stakeholders.
•    Enabling or directly providing the right access to the right information at the right time and in compliance with legislative timescales.
•    Providing confident and accurate advice, guidance, comms or training in information management, access, retention, and deletion.
•    Introducing technology to transforming and improve access to information and the services we provide.

The advertised roles are pivotal to ensuring that the department continues to strive for information management excellence.  These roles sit within the Information Services Division’s (ISD) transformation team, which is responsible for ensuring that the work completed by the unit remains appropriate, efficient and continues to improve to deliver value for money services. There are significant amounts of transformation needed in how ISD delivers its services to ensure legislative and security risks are reduced, whilst ensuring that the service is sustainable in the longer term.

Roles Purpose

Roles will be expected to contribute to the service area’s priorities, and so flexibility and willingness to support wider objectives is critical.  All project work is dynamic, and so we are seeking proactive, flexible and innovative individuals to fill these positions to ensure that transformation proceeds as smoothly, effectively, and expeditiously as possible.  There may also be some cross-development and/or learning from both areas of transformation, which will require wider teamwork and collaboration.

These roles support the development of our services to enhance it and ensure that the team’s focus is on value-add activities.

These are challenging and fast-paced roles that would be suited to individuals with outstanding proactive leadership, service transformation and digitisation skills, project management, organisational, interpersonal and stakeholder management skills and experience. The successful candidate will have the ability to manage multiple deadlines and will be a self-starter who is comfortable balancing competing demands, whilst delivering challenging objectives.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team, please read the person specification below and apply! 

Subject Access Request Service Transformation

The Offender Subject Access Request (SAR) team sits within the Information Services Division. The team manage and process SARs on behalf of the MoJ, liaising with its agencies to retrieve personal information held on the requestor and then prepare is for release in compliance with the UK Data Protection Act 2018 (DPA). The team receives more than 6,000 requests per annum, and the processes and systems to support this significant caseload require development to ensure that they are optimum for service delivery and efficiency. 

The team have introduced many improvements, including the expansion of technology and digitisation of work processes. The team are now looking to build on this at pace and continue to improve the service provided through innovative deployment of technology and digital tools including exploring use of artificial intelligence or machine learning to drive up and consistently sustain excellent service standards.

The challenge is to identify and deliver opportunities for process digitisation that utilises the MoJ IT infrastructure and maximises the use of new technology being introduced across the prison service.  It includes the identification and deployment of artificial intelligence and/or machine learning to assist with the review of SAR information accurately and swiftly.

The successful candidate will develop and deliver against detailed service improvement plans outlining options and recommendations to senior leaders (including ExCo) on the most efficient and effective way forward to modernise and improve the service provided to customers that meet their expectations and those of the Department’s senior leaders and the Information Commissioner’s Office.

Records Management Service Transformation

The Records Management team sits within the Information Services Division.  It is responsible for managing records on behalf of the MoJ, HM Prison and Probation Service (HMPPS) and Her Majesty’s Courts and Tribunal Services (HMCTS) in accordance with MoJ retention schedules, the Freedom of Information Act (2000), Data Protection Act (2018), General Data Protection Regulation and Public Records Act (PRA)(1958).  Under the PRA the team are required to process approximately 18,000 paper records each year as they reach the 20-year point.  The team responds to information requests from internal and external stakeholders; whilst also taking responsibility to ensure that all information is managed within departmental and legislative frameworks.

The challenge is to define the structure of the team and resource allocation required for future business need, based on future collation modelling of the amount of work in the different file collations and workstreams.  The successful candidate will:

•    Consider and identify deliverable improvements to the efficiency of ongoing services and functions that the team delivers, such as reviewing physical records, preparing physical records for transfer to the National Archives.
•    Development of and delivery against a transition plan, including a records review plan.
•    Preparation and management of the records storage contract requirements, looking at options to minimise the number of files stored and ensure value for money.
•    Service Transformation through identification and development of a plan to improve customer service, deliver a more efficient service and transition the team from working on paper files to digital records.

Key Responsibilities

•    Lead on start-up activities for the project including: identification, recruitment, development and deployment of resources throughout the project lifecycle and producing key project initiation documents that define scope and target operating model.  
•    Owner of overall project plan and project documentation ensuring transformation is delivering against its objectives, to timescales and budget. Must be proficient in both Agile and Waterfall methodologies.
•    Ensure the project team uses the most appropriate tools and techniques for managing stakeholder relationships and provide assurance to the SRO and ISD Deputy Director on the effectiveness of; risks and issues management, business case development, business change and implementation, budgeting and benefits realisation. 
•    Oversee creation of dashboards and highlight reports for Programme Board.
•    Day-to-day management and effective leadership of the project team providing effective leadership.
•    Set and implement an appropriate project methodology across all workstreams and deliverables.
•    Ensure governance and assurance is appropriate with clear roles and responsibilities and escalation routes.
•    Lead on drafting submissions to senior stakeholders across the department.
•    Oversee the implementation of change delivered through the project and working with the project team and stakeholders to deliver functionality changes to achieve the projects strategic objectives of maximizing the use of technology across our digital information.

Stakeholder Management

•    Working closely with the Information Services Team, Justice Digital colleagues and key stakeholders to deliver the projects strategic objectives.
•    Develop and ensure adherence to a stakeholder engagement and communications strategy.
•    Developing and maintaining collaborative working relationships with key stakeholders internally and externally. 

Influence and Communication

•    Identify opportunities to accelerate progress and achieve objectives, articulate these clearly and coherently in writing and be able to discuss and present ideas and updates to stakeholders from various backgrounds, including senior management in the Ministry of Justice. 
•    Effectively conveying important messages in verbal and written communications.
•    Leading discussions with stakeholders on changes and resolving conflicts where appropriate. 


•    Drive the projects progress and strict adherence to agreed project milestones, to deliver the projects outcomes and improvements.
•    Demonstrate strong leadership behaviours in accordance with the organisations ethos as well as role modelling desired future behaviours and ways of working.  
•    Actively encourage contributions, involvement and feedback from the Team and stakeholders, using their feedback and insight to drive changes and or improvements to the business change approach.


•    The ability to think of, research and apply new ideas and ways of doing things. Encourages and supports innovations from others, is willing to experiment and follow ideas through to implementation

Working with ambiguity 

•    The ability to work in an environment of uncertainty and continual change. Able to feel comfortable making decisions and setting direction without having the full picture and re-focus as details emerge. Can apply knowledge and techniques to reduce ambiguity

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. The post holder will be required to work flexibly across the division.

You will need to travel within the UK as part of this role.

Location of Post:

The posts will be based in Burton or London and the successful candidate will be required to travel on a regular basis. In line with the department’s policies, travel and subsistence and, where appropriate, overnight accommodation will be available in line with organisational policies.

Person Specification 

These roles will require regular travel to business area sites across the country.

Essential experience and skills

•    Experience of successful transformation and improvement of service quality provided to the public through process improvement, including the identification and deployment of enhancing technologies and techniques.
•    Experience of delivering service transformation in a large-scale processing environment.
•    Significant leadership and managerial experience with proven ability to lead through partners and suppliers.
•    Ability to manage multiple deadlines and will be comfortable balancing competing demands and delivering challenging objectives.
•    Leading confident engagement with stakeholders and partners, including development of communications materials and delivery of training as needed.
•    Proactively brings people together, takes feedback onboard when delivering a project, listening to people and feedback.
•    Project and risk management experience in leading and delivering in a complex environment at pace, with record of applying project manager techniques and experience of managing change.
•    Credible around senior officials with excellent engagement and communication skills to promote collaboration across departmental boundaries and manage expectations;
•    Confident working in an environment of uncertainty and continual change, including setting direction and managing data without having the full picture and re-focusing as details emerge.


•    Experience in information access and information rights.
•    Experience in records management.

How to Apply 

Candidates must submit CV (no more than 2 A4 sides) & statement of suitability (no more than 1250 words) which describes how you meet the requirements set out in the person specification above. 

Please note that any applications without a statement of suitability will not be considered. 

We will assess the following behaviours at interview: 

•    Seeing the big picture
•    Communicating and influencing
•    Changing and Improving
•    Making effective decisions
•    Working together

Your application will be reviewed against the Person Specification above by a diverse panel. 

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held face to face. A presentation will be required as part of the interview.

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.

Expected 19/02 - 01/03

05/02/2024, 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 - 83615.

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 - 1250 word limit

Interview stage assessments

There is 1 interview stage for this vacancy.
Seeing the Big Picture
Communicating and Influencing
Changing and Improving
Making Effective Decisions
Working Together
Strengths may also be assessed at interview but these are not shared in advance.
Additional Assessment(s)

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.