HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band: HEO

Job Title: Technical Delivery Officer

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).

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 a Application Operations Engineer role at Engineer - application operations level, but carries the title Technical Delivery Officer 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:

As a Technical Delivery Officer at HMCTS, Digital and Technology Services, you will report directly to the Senior Product Manager and play a key role in the configuration, support, and continuous improvement of our contact centre technologies, including Genesys Cloud CX, Shelf.io, and NICE Workforce Management (WFM).

You will support the delivery of reliable, secure, and user-focused services that meet operational and strategic goals. This includes managing the full-service lifecycle—from onboarding and configuration to deployment and operational support—ensuring all changes are well-documented, compliant, and aligned with business needs.

You will also provide second-line technical support, manage incidents and service requests, and deliver user training and documentation. A key part of your role will involve:

• Regularly monitoring platform security, compliance, and account management, including:

  • Reviewing and managing user access permissions.

  • Supporting the implementation of security controls and data protection measures.

  • Ensuring compliance with licensing agreements and organisational policies.

  • Managing user accounts and roles across contact centre platforms.

You will work closely with suppliers, operational teams, and stakeholders to ensure services are resilient, secure, and continuously improving.

Key Responsibilities:

• Serve as a subject matter expert in supporting the Senior Product Manager with the execution of operations related to voice and contact centre technologies used by HMCTS, ensuring the delivery of timely, accurate, and high-performing services aligned with business needs.

• Oversee service changes, including the onboarding of new services, implementation of system enhancements, and management of configuration items, ensuring all associated documentation is accurately maintained and up to date.

• Manage the full-service lifecycle, encompassing the design, development, deployment, and ongoing operation of services to ensure they meet business objectives and performance standards.

• End User Assistance & Training - Guide users through step-by-step solutions for software problems. Create and maintain user documentation, FAQs, and training materials. Conduct training sessions or workshops for end-users on new software tools.

• Analyse issues raised by users and stakeholders and develop and provide timely advice regarding the use and functionality of contact centre software and assist them to make best and effective use of the systems.

• Incident & Request Management - Log, track, and manage service requests and support tickets using ITSM tools (e.g., ServiceNow, Halo, Jira). Escalate complex issues to suppliers for higher-level support or development teams. Follow up with users to ensure issues are resolved satisfactorily.

• Security & Compliance - Ensure software usage complies with licensing agreements and organizational policies. Assist in implementing security measures such as access controls and data protection.

• Manage the review of product documentation such as configuration documents, call flows, change requests, use cases, test plans and scripts, working with stakeholders and suppliers.

• Technical Support - Provide second line support for software-related issues via phone, email, or ticketing systems. Troubleshoot and resolve software errors and bugs. Assist users with software installations, updates, and configurations. Communicating with all relevant stakeholders (external customers, helpdesks, senior managers, judiciary

Skills & Experience:

• Hands-on experience configuring Genesys Cloud CX (or similar contact centre platforms).

• Familiarity with Shelf.io or other knowledge management systems.

• Experience with NICE WFM or similar workforce management tools.

• Strong understanding of contact centre operations and user needs.

• Ability to work in agile, cross-functional teams.

• Excellent problem-solving and communication skills.

Essential Criteria:

• Experience configuring and supporting Genesys Cloud CX, NICE WFM, and Shelf.io, or equivalent platforms (e.g., Avaya, Verint, Zendesk), including call routing, workforce scheduling, and knowledge management workflows.

• Proven ability to manage service changes and the full-service lifecycle, from onboarding and configuration to deployment and operational support, ensuring documentation and compliance standards are met.

• Strong technical support and problem-solving skills, including second-line support, incident/request management using ITSM tools (e.g., Halo, Jira), and effective issue resolution in collaboration with suppliers and internal teams.

• Excellent communication and stakeholder engagement skills, with the ability to translate technical concepts into user-friendly documentation, deliver training, and provide guidance to end users and operational teams.

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.

• Strengths - The interview will involve a discussion around 3 strengths.

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

• and framework below.

• GDD Skill 1 - User Focus

• GDD Skill 2 - Ownership and Initiative

• GDD Skill 3 - Service Focus

• GDD Skill 4 - Technical Understanding