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.