Lead Service Manager (Major Incident Management)
Location: National*
Closing Date: 2nd May
Interviews: W/C 12th May (subject to change)
Grade: G7
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary: National: £56532 - £64048 (which may include an allowance of up to £343). London: £61201 - £69338 (which may include an allowance of up to £2474).
Working pattern: Full time, part time, flexible working, job share.
Contract Type: Permanent.
*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP
We’re recruiting for a Lead Service Manager (Major Incident Management) here at Justice Digital, to be part of our warm and collaborative Tech Operations team.
This role aligns against Head of IT Service Management from the Government Digital and Data Framework.
The Major Incident Management team provides critical services around coordinating and ensuring the mitigation and resolution of Critical P1 and P2 Incidents as well as leading on and ensuring the completion of Post Incident reviews.
The team works collaboratively with internal partners and suppliers and is a critical function within Technology Operations.
Support hours are currently 07:00 - 19:00 Monday - Friday with an on-call capability permanently on standby.
To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025
Manage and lead a team of Major Incident Managers ensuring team members are clear on the services the Major Incident Management service provides, their roles, objectives and responsibilities within the service.
Lead on and support the implementation and adherence to standard ways of working within the team and across partners.
Provide coaching and mentoring as needed to improve the capabilities of Major Incident Managers
Develop learning and development road maps for team members and track progression back against these.
Ensure the successful timely uplifting of all Major Incidents.
Ensure the timely mitigation and resolution of all Major Incidents.
Ensure the timely application of the Post Implementation review service for Major Incidents.
Ensure MIM team resources are used effectively through prioritisation and allocation of tasks between team members
Act as a point of escalation for Major Incident Managers, and for the wider Ministry of Justice on incidents.
Ensure effective communication with business stakeholders and customers.
Build and maintain effective relationships with internal support partners, external suppliers and business stakeholders.
Working with the Head of Service to analyse current processes, identify opportunities for optimisation, and implement service improvements.
Drive compliance with recognised industry best practices and educate the wider business on Major Incident processes and practices.
Take accountability for operational issues, be proactive in identifying potential risks, and ensure the delivery of excellent user outcomes.
Support strategic goals and contribute to the development of Major Incident Management strategy and policies.
Ensure the successful implementation of improvement related work, working closely with the Head of Service and delivery teams.
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!
37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
A £1k per person learning budget is in place to support all our people, with access to best in class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms
Staff have 10% time to dedicate to develop & grow
Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
Wellbeing support including access to the Calm app.
Bike loans up to £2500 and secure bike parking (subject to availability and location)
Season ticket loans, childcare vouchers and eye-care vouchers.
5 days volunteering paid leave.
Free membership to BCS, the Chartered Institute for IT.
Some offices may have a subsidised onsite Gym.
Essential
Proven experience in Major Incident Management.
Experience working to ITIL best practices.
Understanding of Service Management.
Excellent people management skills.
Ability to work well under pressure, maintaining focus, urgency, and decisiveness.
Good verbal, written, and listening communication skills.
Experience managing key customer relationships within a service management role.
General technical understanding of technologies (Network, Communications services, End User Compute, Print services etc).
Strong interpersonal skills, successful at developing and managing relationships at all levels.
Excellent documentation skills for internal and customer processes.
Willingness to be assessed against the requirements for SC clearance.
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 D&I Strategy.
Candidates must submit a CV and statement of suitability (of no more than 500 words), which describes how you meet the requirements set out in the Person Specification above.
In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience during the assessment process.
A diverse panel will review your application against the Person Specification above.
Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.
Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.
A reserve list may be held for up to 12 months, from which further appointments may be made.
Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements.
If you have any questions, please feel free to contact recruitment@digital.justice.gov.uk