HM Courts and Tribunals Service
Directorate: Digital Technology Services (DTS)
Pay Band: SEO
Job Title: Demand 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) Profession Capability Framework and Success Profiles Frameworks. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the IT Operations job family and is a business relationship manager role, at senior business relationship manager level but carries the title Demand Manager within DTS.
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:
Reporting to the DTS Demand Lead the Demand Manager is the central point for the HMCTS Demand management within the team. The role will manage staff within the Demand team, ensuring that there are adequate resources and capacity to achieve its objectives and will also be expected to represent the Demand Management function at a senior level, acting as an escalation point for business stakeholders, when required.
Key Responsibilities:
Demand management for Digital Operations, Digital Delivery and wider DTS acting as the front door for any new digital services being delivered into DTS via the HMCTS Demand Pipeline.
Demand planning: Responsible for liaising with all product delivery teams to ensure that future requirements and resource capability are addressed in good time.
Coordination of the Live Operations Team budget including capital and resource budgets ensuring that spend is forecast accurately.
Capacity Planning: Planning for new or changes to existing IT Services including software and physical user areas i.e. desks, phones etc. Ensuring that time-based resource is correctly managed to reduce unnecessary spend.
Coordinating DTS reporting management for the Digital Ops Team including production of regular financial and resource reports.
Portfolio reporting: Provide service management reporting to the Directorate.
The coordination of the DTS Live Operations permanent and contract human resources recruitment, onboarding and offboarding process.
On-boarding / off-boarding: Managing the entry and exit process for human resources and third party suppliers.
HMCTS Demand management for third party suppliers (e.g. CGI for ASC).
On-boarding / off-boarding of delivery teams into the HMCTS Demand Management process (e.g. Release Management).
Ownership of demand management performance indicators (e.g. CIs and CSFs)
Demand management support for Strategic Initiatives
Essential skills & Experience:
Highly organised, able to quickly grasp what is needed and deliver at speed
Able to confidently influence stakeholders from across the business
Strong relationship building skills, able to work on behalf of the Head of the Live Operations Team
Passionate communicator, always looking for opportunities share information
Able to analyse data and provide strong written reports
Strong focus on delivering quality outcomes
Resilient and able to keep their focus in tough times
Desire to simplify complex issues and look for practical applications
Able to quickly and confidently brief senior managers on issues, willing to share their own opinion
Strong collaborative approach, wants to work with and through others
Desirable criteria:
A good understanding of IT service management principles including knowledge of industry standards such as ITILv4, Business Relationship Management Professional (BRMP), or Agile Project Management frameworks would be advantageous.
A business background with an understanding of HMCTS users and the technology used is highly desirable.
A working knowledge of managing and reporting against budgets
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.
Communicating & Influencing
Working Together
Managing a Quality Service
Technical - As demonstrated at interview. During the interview, you will be assessed against the Government Digital and Data (GDD) Capability Framework.
Capability Skill 1 - Service focus
Capability Skill 2 - User Focus
Capability Skill 3 - Stakeholder relationship management
Capability Skill 4 - Ownership and initiative
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.