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General Information

Salary
The national salary is £42,914 - £46,182. London salary is £49,325 - £53,081. Your salary will be dependent on your base location
Working Pattern
Full Time, Flexible Working
Vacancy Approach
External
Location
National
Region
National
Closing Date
09-Feb-2026
Post Type
Permanent
Civil Service Grade
SEO
Number of jobs available
1
Reserve List
12 Months
Job ID
13936

Descriptions & requirements

Job description

HM Courts and Tribunals Service

Directorate:  Digital Technology Services (DTS)

Pay Band:    SEO

Job Title:      Service Level Manager

Location:   London / National

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).

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).

Government Digital and Data (GDD) will be used to determine if you will be paid an additional allowance, on top of your basic salary. 

This role aligns against Senior Perfomance Analyst from the Government Digital and Data Framework

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 committed to being a great place to 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:

  • Creation, implementation and improvement of Service Level Management, process, tooling, and governance. This also requires the creation and maintenance of a catalogue of existing services offered by the organisation and their associated Service Level Targets.
  • Foster internal & external relationships to support the strategy and vision for Service Level Management across all areas of the HMCTS.
  • Negotiates, agrees, and maintains the Service Level Agreements with the Customer (HMCTS business areas)
  • Negotiates, agrees, and maintains the Operational Level Agreements (Service Level Targets) with the internal IT support teams
  • Negotiates and agrees with both the Customer and IT Provider any Service Level Requirements for any proposed new/developing services
  • Analyses and reviews service performance against the SLAs and OLAs and addresses shortfalls/failures with relevant suppliers and support teams
  • Produces regular reports on service performance and achievement to HMCTS stakeholders and service boards and IT provider at an appropriate level and provides regular feedback to Senior Leadership Team on efficiency of Processes and Procedures.
  • Organises and maintains the regular Service Level review process with both the IT Customer and IT provider
  • Initiates any actions required to maintain or improve service levels, assess, and monitor CSI activities to drive forward benefits including VFM opportunities
  • Conducts annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees, and controls any amendments necessary
  • Acts as co-ordination point for any temporary Changes to service levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the IT provider etc.).
  • Interfaces with the appropriate service management processes to support Service Levels deliverables: problem management, incident management, change management, capacity, and availability management etc.
  • Engages with major projects and programmes to assure that Service Levels requirements are factored into the design & delivery.
  • Representing the department at key stakeholder meetings.
  • Leadership and Management of SLM 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 (IT Service Management) processes, or as required perform as a back-up to maintain operational activities.
  • 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, Capacity and Availability Manager ensuring that the organisation derives maximum value from services and utilise knowledge to identify Service Management Risks & Issues
  • Support the strategic direction and expansion of key performance metrics within existing management information reporting
  • Act as a central contact point and SME for all digital and technology matters related to Service Level Management
  • Champion the governance and management of Service Levels, 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 Service Level 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 of service level management, process, tooling, governance and reporting principle, and experience of working in a Service Management / ITIL environment
  • Experience of managing and maintaining a catalogue of existing services offered by the organisation and their associated Service Level Targets
  • 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 Service Level Management Function that delivers an excellent customer service and proactively looks for innovative ways to improve the service delivered to customers while mitigating the risks from not achieving Service Level Targets and their impact through engagement with internal IT support teams and third-party suppliers
  • 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:

This role will be recruited using a combination of  Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks during the sift and interview process.

  • Experience – As demonstrated in your application form.
  • Behaviours – You will be required to provide evidence of the following key behaviours at SEO Level
  • Managing a Quality Service
  • Working Together
  • Making Effective Decisions
  • Communicating and Influencing

Reserve List:

HMCTS run a Reserve 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. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.

 

Additional Information

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). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

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 role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale.  This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). 

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

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. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits

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.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

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.

Support

  • 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 www.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

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.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

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 TBS Recruitment Enquiries Team.

Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

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 is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

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

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference - 13936

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference

Allowance

Roles will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profile Frameworks. Using GDD we will then determine if you will be paid an additional allowance on top of your basic salary. 

Application form stage assessments

Experience
We will assess your experience for this role via the following methods
CV or Work History, Statement of Suitability
Evidence of Experience
CV or Work History, Statement of Suitability

Interview stage assessments

Interview Dates
Interviews expected w/c 09/03/26, but this could be subject to change
Behaviours
Managing a Quality Service
Working Together
Making Effective Decisions
Communicating and Influencing
Level of security checks required
DBS Basic

Use of Artificial Intelligence (Al)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.  Please see our candidate guidance for more information on appropriate and inappropriate use.