JOB DESCRIPTION

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 3^rd 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