HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band: HEO

Job Title: Service Level Analyst

Location: 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).

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 Performance Analyst Job Family, is a Performance Analyst role at Performance Analyst level, but carries the title Service Level Analyst within DTS.

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.

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:

The Service Level Analyst Grade HEO role is responsible for the analysis and assurance of catalogue of existing services across the HMCTS estate, supporting the SLM structure that covers Service Level Agreements (SLAs) with the Customer and Service Level Targets with the internal IT support teams. They are expected to conform to the governance framework for SLM, including maintaining strong relationships with third Party Suppliers/Contract Management to ensure they adhere to the SLM process and agreed SLAs.

Reporting to the DTS Service Level Manager (SEO), you will assist with the implementation of the process and supporting systems into the authority and contribute to the delivery of the strategy and roadmap for evolving our operational processes and capability.

Key Responsibilities:

• Create and maintain internal & external relationships to support the strategy and vision for Service Level Management across all areas of HMCTS.

• Produce regular reports on service performance for HMCTS stakeholders at an appropriate level.

• Maintain the regular Service Level review process with both the IT Customer and IT provider, and distribute actions required to maintain or improve service levels.

• Contribute to annual (as appropriate) reviews of the entire Service Level process with the Service Level Manager and support the implementation of any amendments necessary.

• Interact alongside the Service Level Manager with the appropriate service management processes to support Service Levels deliverables: problem management, incident management, change management, capacity, and availability management etc.

• Assist the Service Level Manager to implement improvements and efficiencies, working closely with other service management colleagues.

• Champion the governance and management of Service Levels, their tracking and reporting, working with colleagues across government and other Government, Digital and Data (GDD) communities and analytical professions.

• Instil the delivery of ITIL best practice regarding Service Level Management and reporting during interactions with the wider organisation.

• Team player of the Service Performance Team; inspire and motivate the 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.

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:

• ITIL v4 Foundation qualification is essential for this role and proof of this will be requested at application stage (certificate required)

• An understanding of the expectations of service level management and experience of working in a Service Analyst / ITIL environment

• You are someone who naturally makes connections and can build positive working relationships with stakeholders and customers at all levels, to communicate, inspire and better understand their needs.

• 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.

• Experience of working in large, complex organisations.

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 application form.

• GDD Assessment - During the interview, you will be assessed against the GDD skills

• and framework below:

• GDD Skill 1 - Analysis and insight

• GDD Skill 2 - User-centred analysis

• GDD Skill 3 - Verification and validation of data and analysis

• GDD Skill 4 - Communicating Analysis and Insight

Behaviours - You will be required to provide evidence of the following key behaviours at HEO Level:

• Managing a Quality Service

• Working Together

• Making Effective Decisions

• Communicating and Influencing