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General Information

Salary
The national salary range is £34,140 - £37,105, London salary range is £38,661 - £42,019. Your salary will be dependent on your base location
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
Cross Government
Location
National
Region
National
Closing Date
18-Aug-2025
Post Type
Permanent
Civil Service Grade
HEO
Number of jobs available
1
Reserve List
12 Months
Job ID
8603

Descriptions & requirements

Job description

Job Title:   Assistant Service Manager - Shared Services Client Team

Band:  HEO

Business Group:  Chief Operating Officer Group

Directorate:  MoJ People and Capability / Corporate Services Transformation

Location:  National

People and Capability

People and Capability is here to support the organisation by enabling its people to be the best that they can be. We are continuously reviewing and enhancing the services we provide across the Ministry of Justice (MoJ) to ensure the delivery of high-quality services for our customers.   

As a department, we are going through a period of significant transformation and our people services are at the forefront of enabling that change. MoJ People and Capability is a team of 1,400 committed and capable professionals delivering people services across the Justice family. At the heart of delivering these services, are our people.   

Information about the MoJ and its priorities can be found at www.gov.uk/government/organisations/ministry-of-justice/about   

About the Role

Operating as a member of the Shared Service Client Team in MoJ People and Capability, the Assistant Service Manager is a key role working with colleagues in MoJ’s HR and finance functions, across government and suppliers. The job holder administers the IT service management function for MoJ’s Enterprise Resource Planning (ERP) system and manages delivery of change initiatives to improve services and user experience. The Assistant Service manager contributes to the overall efficiency and effectiveness of shared services across MoJ and the civil service.   

The job holder will report into the Service Manager (SEO). There will be a need to matrix manage other staff and contractors.  

Summary

The job holder will be responsible for supporting the provision of shared services to HR and finance functions across the Justice family including:

  • Supplier and Service Management – day-to-day service management administration to support MoJ’s Enterprise Resource Planning (ERP) system.
  • Project and Change Management – managing work packages and liaising with customers, stakeholders and suppliers.
  • People Management – coordinating with colleagues within the Shared Service Client Team and our outsourced service management provider.

Main Activities / Responsibilities

Supplier and Service Management

  • Work independently to resolve day-to-day service management issues. Develop and maintain a broad knowledge of the services covered by the contract. This may include providing technical or expert advice to senior stakeholders and colleagues.
  • Develop and maintain effective working relationships with both internal and external stakeholders, including suppliers. Employ strong influencing and relationship management skills to deal with a large and diverse group of business areas.
  • Make decisions within predetermined authority levels and support decision making by managers. Identify options and make recommendations – proposing fully formed ways forward. The jobholder will be expected to weigh up multiple factors to produce constructive solutions. Assessing requests from the business in terms of priority and content, take the appropriate action and understand when to escalate.
  • Collate and interpret data on service volumes, usage and performance to support decision making and management of an efficient and effective service. Draw on technical skills to analyse data, create dashboards and produce reports. Provide meaningful narrative to explain trends and assure data provided by suppliers.
  • Develop and deliver briefings, presentations and written reports with appropriate recommendations.

Project and Change Management

  • Deliver projects and project milestones, to improve services and user experience. Your focus will be the overall delivery and ensuring that obligations (i.e. business change, customers tasks) and assurance activities have been delivered successfully.
  • Work with suppliers to develop solutions that meet the stated business requirements by co-ordinating 3rd party technical resources and customer side stakeholders

People Management

  • Work with colleagues to develop and implement strategies to improve the capability of the team and the organisation as a whole.
  • Deputise for the Services Managers during periods of absence.

The duties/responsibilities listed above describe the post as it is at present and are not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination and shall be discussed in the first instance with the job holder.  

Essential Criteria

  • Competent use of MS Office applications, especially Outlook, Word, Excel and PowerPoint.
  • Confident in manipulating spreadsheets and using other software tools to manage data
  • Strong attention to detail and accuracy of work

Desirable Criteria

  • Experience of working with suppliers.
  • Experience of a project management environment.
  • Experience of working in IT Service Management, using ITIL methodology
  • Understanding and experience of working with HR and finance functions.
  • Familiarity with relevant national and international legislation pertaining to the Government/Public Sector IT – e.g. Data Protection Act, Information Assurance policy

We may consider any evidence within the application form that demonstrates meeting the desirable criteria as set out in the job description. This will only be after essential criteria is scored and where there is a need to differentiate between closely scored candidates.  

Application process

Sift

You will be assessed against the Civil service success profiles framework.  

Experience

  • You will need to submit a 500-word statement of suitability, providing examples of how you meet the essential criteria and demonstrate your relevant skills and experience.

Behaviours

Please provide examples of how you have met each one of the behaviours listed below in 250 words:  

  • Managing a Quality Service (Lead Behaviour)
  • Making Effective Decisions
  • Communicating and Influencing
  • Working Together

Please refer to the CS Behaviours framework for more details at this grade: Success Profiles: Civil Service behaviours - GOV.UK 

If we receive a large number of applications, we will carry out an initial sift on the lead behaviour of Managing a Quality Service.   

Candidates Invited to Interview

Please note that interviews will be carried out remotely via MS Teams. During the interview, we will be assessing you on behaviours below from the Success Profiles framework.  

  • Managing a Quality Service (Lead Behaviour)
  • Making Effective Decisions
  • Communicating and Influencing
  • Working Together
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 8603

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 8603

Application form stage assessments

Behaviours
A sift based on the lead behaviour, Managing a Quality Service, 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
250
Managing a Quality Service
Making Effective Decisions
Communicating and Influencing
Working Together
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
Please submit a 500-word statement of suitability, providing examples of how you meet the essential criteria as set out in the job description and demonstrating your skills and experience relevant to this role.
Evidence of Experience
Statement of Suitability

Interview stage assessments

Interview Dates
Expected early September 2025
Behaviours
Managing a Quality Service
Making Effective Decisions
Communicating and Influencing
Working Together
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
Baseline Personnal Security Standard (BPSS)