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General Information

Salary
£73,115 - £83,585
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
Cross Government
Location
London
Region
London
Closing Date
02-Jun-2025
Post Type
Permanent
Civil Service Grade
Grade 6
Number of jobs available
1
Reserve List
12 Months
Job ID
6033

Descriptions & requirements

Job description

Role Purpose

These are key leadership roles with responsibility for change, driving significant business improvement and performance across all jurisdictions and services within the region, improving the experience of those who use our services. Working alongside the Regional Delivery Director (RDD), the Head of Service Performance & Improvement (HoSPI) will plan and shape the organisational context, delivering change and improved performance levels across all areas of service delivery and ensure the rapid and robust integration of new policies, procedures, and systems.

The role holder will be an essential link between Service Owners, who are responsible for central development and improvement of services, and the frontline operational delivery of those services. The HoSPI will share regional insight via matrix relationships with Service Owners to shape and inform ongoing service development, anticipating and predicting long-term developments needed and playing a significant role in the achievement of key regional business plan objectives.

The role holder will represent HMCTS and influence external relationships with key stakeholders in strategic discussions on service provision. A key part of this role will involve creating, developing, and maintaining relationships with these stakeholders.

Key Accountabilities

• Develop strategy and plans for implementation of change and continuous improvement across the region and support the Heads of Operations/ HoLO/ Senior Legal Managers to implement change within their jurisdictions.
• The HoSPI will work with the Heads of Operations and HoLO/ Senior Legal Managers to agree and set service level targets and analyse performance.
• The HoSPI will input operational knowledge into national project streams, sharing regional operational insight and feedback from Heads of Operations via matrix relationships with Service Owners, acting as the regional link with services to inform ongoing service development.
• The HoSPI will work with the regional senior leadership team to undertake business planning and set and agree strategic direction for all jurisdictions across the region, supporting the Regional Delivery Director in strategic delivery of regional operations.
• The HoSPI will monitor service performance across all jurisdictions within the region to ensure continued improvement to the services we offer our end users. The role holder will deliver business improvement to all aspects of crime, civil, family and tribunals business, supporting the RDD in the strategic delivery of service improvements.
• Work collaboratively with the Heads of Operations in each jurisdiction to identify opportunities to make efficiencies, corrective actions and potential improvements, monitoring service levels to identify and prevent risk to service delivery and support operational delivery across all services.
• Execute significant representational and external facing responsibility on behalf of the organisation. Establish, build, and maintain effective relationships with key internal and external justice system stakeholders and leadership judges across the region to influence, negotiate and deliver strategic improvements which impact service delivery, convincing others to follow a course of action to drive service improvement.
• Provide expert insight and advice to inform the annual distribution of sitting day resources across the region, the HoSPI will liaise with Heads of Operations to forecast, prioritise, and review the situation regularly and make any adjustments as required across services to ensure effective operation within the region.
• Build and maintain effective working relationships and use influence and persuasion with Service Owners and Service teams to shape the organisational context and improve services and ensure the impact of proposed legislation and policy changes within operations is understood by service teams. Provide feedback to Service Teams on locally driven change to improve national service provision.
• HoSPI s will have a national jurisdictional portfolio and attend governance boards to ensure that the operational voice is heard. They will work collaboratively with their HoSPI colleagues to share and disseminate the strategic outputs nationally to ensure consistency in implementation and ways of working across HMCTS. In addition, the HoSPI may also have national leadership responsibilities and represent the HoSPI community and operations on national boards.
• Provide strong leadership, clear direction, and support to change teams and set benchmarks to manage effective performance standards in line with strategic objectives. Ensure their teams have the right skills and access to continuing professional development, supporting our people to grow and engage in their own personal and career development.
• Embed organisational values and behaviours, ensuring wellbeing, inclusion, diversity, and equality is at the forefront of all people and change activities.
• Be visible as a leader, making best use of modern ways of working. Act as representative of the senior leadership team in providing visible, collective senior leadership across service/ jurisdictional boundaries to staff in all parts of the region.

Knowledge, Skills and Experience

Head of Service Performance & Improvement will have:
• Excellent leadership skills with proven ability and experience of leading and managing teams in accordance with MoJ and HMCTS management practices policy
and strategy.
• A breadth and depth of specialist service knowledge and expertise and experience of service management to analyse and understand key service improvements.
• The ability to analyse conflicting, complex evidence and statistical performance information to anticipate and identify strategic, performance issues.
• Excellent communication and customer service skills, understanding the needs of our end users- reflecting the diverse needs of our customer base from
professional justice partners to vulnerable victims and witnesses.
• Influencing skills, to deliver through others, collaborating and negotiating to deliver excellent levels of service across the region.
• A demonstrable track record of strategic planning and delivering substantial change and significantly improved performance levels.
• Excellent stakeholder relationship management skills and experience of supporting stakeholders/partners.

 

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 roles: 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.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

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.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.

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.

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

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.

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:

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 6033

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 6033

Application form stage assessments

Behaviours
A sift based on the lead behaviour, Leadership, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.
Behaviours Application Form Question Word Limit
500
Leadership
Experience
We will assess your experience for this role via the following methods
Statement of Suitability
Statement of Suitability
Guidance for the Statement of Suitability
A 750-word suitability statement providing evidence of your personal skills, experience, and behaviours relevant to the role, as outlined in the Knowledge, Skills & Experience and Key Accountabilities.
Evidence of Experience
Statement of Suitability

Interview stage assessments

Interview Dates
Expected: From 30th June 2025
Behaviours
Leadership
Seeing the Big Picture
Changing and Improving
Communicating and Influencing
Managing a Quality Service
Strengths
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here.
Use of Artificial Intelligence (Al)
You must ensure that any evidence submitted as part of your application, including your CV, statement of suitability and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.
Level of security checks required
DBS Basic