Ministry of Justice

HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band:    SEO

Job Title:     Major Incident Manager  

Location:     National

Successful applicants will be expected to be office based 3 days per week (subject to business availability). The frequency may increase in the future

There will be a requirement for some travel to the three main hubs (Salford, Birmingham, and London).   

The role is contracted to 37 hours per week across 5 days. 

Working patterns will be agreed with local line managers in line with business and operational needs. 

The successful candidate will be expected to support agreed DTS business operating hours and service requirements in line with operational arrangements. 

There is an Out of Hours rota, but this cover is voluntary

Term: Permanent

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 creating a place in which it is great to do 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 

GDD:

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, is an Incident Manager role at Major Incident Manager level and carries the title Incident Manager within DTS.

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).

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.

Job Description:

The Incident Manager role has management and leadership responsibility within the HMCTS Digital and Technology Services providing a service to our users as part of the wider Live Operations team.

The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.

The Incident Manager will lead coordination efforts to restore normal service operations as quickly as possible and minimise any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained, resolving faults or passing to problem management to investigate and resolve, or both.

The role is responsible for supporting service performance, operational resilience, user experience and continuous improvement through effective incident management practices.

As Incident Manager, you will manage significant outages and crises and report issues to problem management. You will also be expected to work closely with workplace services, infrastructure, applications operators and communication managers to resolve incidents.

The role requires a flexible and collaborative approach, supporting operational delivery activities and undertaking reasonable responsibilities aligned to service and business needs. 

The position reports directly to the DTS Incident Management Lead and at present doesn’t have line management responsibilities, but this may change in the future.

Key Responsibilities:

• Lead the investigation and resolution of incidents. Diagnose and prioritise incidents, investigating their causes and finding resolutions.
• Work collaboratively with technical and operational teams to restore services, minimise business impact and maintain service performance. Assess business and service impact during incidents, ensuring timely communication, escalation and coordination of recovery activities. Work collaboratively within a group, actively working with others and varying feedback for the appropriate time to ensure the discussion fits. Use initiative to identify problems or issues in the team dynamic and rectify them. Pull out issues through agile health-checks with the team to provoke the right responses.
• Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Support operational resilience and service continuity activities. Take accountability of issues that occur and own an issue until a new owner has been found or the problem has been mitigated or resolved, to achieve excellent user outcomes.
• Initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Determine the appropriate remedy and assist with implementation of it as well as preventative measures.
• Use insight, operational experience and stakeholder feedback to improve incident management processes and service outcomes. Understand core technical concepts related to the role and apply them with guidance.
• Identify needs and engage with users or stakeholders to collate user needs. Understand and define requirements that fit business needs, using quantitative and qualitative data about users to turn user focus into outcomes.
• Ensure incident management activities comply with organisational policies, standards and service management processes.
• Support service transition and operational readiness activities for new and changed services.

Analysis:

• Analyse incident, service and operational performance data to identify trends, risks and opportunities for improvement. Use insight and feedback to support operational decision-making and continual service improvement.
• Monitor performance against service levels, operational objectives and incident management targets.
• Produce reports, communications and recommendations to support service performance and operational resilience.
• Establish training needs and knowledge transfer requirements, ensuring these are delivered where required.
• Act as a central contact point for all digital and technology Incidents related to DTS Live Operations.
• Identify lessons learned and ensure improvements are captured, communicated and embedded.

Desired Criteria

• ITIL v4 qualification
• Experience of Major Incident Management within a large operational environment
• Experience of using service management, monitoring or reporting tools
• Experience of using service performance data and metrics to support continual improvement

Skills & Experience

We’re looking for an individual with strong interpersonal skills who enjoys working with delivery-focused and agile multidisciplinary teams. 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:

• Strong understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
• Experience of working collaboratively with Senior Heads of Departments and multi-disciplinary teams.
• Experience of working in large, complex organisations.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
• A track record of delivering significant change which improves business effectiveness in sustainable ways.
• Ability and experience of engaging with senior management and stakeholders and leading the representation of your work.
• Strong problem-solving abilities and analytical skills.
• Experience in identifying service / product gaps and managing these continual service improvements, issues and risks to ensure stable and successful Operation of your Product/Service.
• Either a strong technical background with a high level of technical knowledge and experience with workplace products and/or infrastructure services or a strong business background with an understanding of HMCTS users and the technology used.

Application process:

The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview.

• Experience - As demonstrated in your CV and Application.
• Behaviours – You will be required to provide evidence of the following key behaviours at SEO

• Managing a Quality Service – GDD skill Service Focus
• Changing and Improving – GDD skill Continual Service Improvement
• Communicating and Influencing –GDD skill Ownership & Initiative
• Working Together – GDD skill Community collaboration

Level of Clearance - To apply for this role, you will be required to successfully complete Security Clearance (SC) level once in the role.