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 senior member of the Shared Services Client Team, the Service Manager is a key role working with colleagues across MoJ, other Government departments and suppliers. The job holder supports delivery in line with the Government’s shared services strategy, ensuring critical IT services and change initiatives are being delivered to meet MoJ outcomes. The job holder will contribute to the overall efficiency and effectiveness of shared services across MoJ and the civil service.

The job holder reports into the Senior Service Manager (Grade 7) and is responsible for managing service and change professionals. Additionally, when required, responsibility for matrix managing other specialists, including contract professionals.

Summary

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

• Project and Change Management - overseeing projects, assuring activities, and managing customers, stakeholders and suppliers.

• Supplier and Service Management - day-to-day service management of the Enterprise Resource Planning (ERP) system and working with the outsourced provider to deliver technical projects and activities that support shared services provision.

• People Management - leading staff within the Shared Service Client Team

Main Activities / Responsibilities

Project and Change Management

Overseeing supplier-led projects, ensuring that customer and supplier responsibilities and obligations are being delivered. This requires close co-operation with key stakeholders to ensure compliance and assurance, and with customers to ensure they approve implementation of the new/enhanced services.

• Monitoring and reporting progress, risks and issues as well as ensuring that appropriate business change activities and post-implementation reviews are carried out.

• The job holder will work in a multi-disciplined virtual team to enable delivery, managing resources from SSCT, suppliers and stakeholders. This will require matrix management for most projects, and ability to drive delivery and manage and escalate any challenges.

Supplier and Service Management

• Manage the day-to-day running of the incident and problem management process to support the business-critical Enterprise Resource Planning (ERP) system. Ensure suppliers are working effectively and oversee any escalations and fixes. Responsible for the quality of communications to stakeholders and end users.

• Ensure service management processes are maintained and reviewed to continuously improve them. Lead a team, ensuring adequate resources and capacity to deliver and acting as an escalation point for stakeholders. Providing assurance to senior leaders that services are stable, improving and secure. This includes responsibility for metrics to monitor effectiveness, value for money and performance improvements (including corrective action plans).

• Oversee the relationship with MoJ’s outsourced provider for technical assurance and IT service management. This includes:

• Ensuring processes for assigning, managing and resolving incidents are carried out efficiently and effectively.

• Addressing or escalating concerns and issues.

• Overseeing supplier performance monthly and contributing to quarterly and annual reviews with account leads and senior leaders.

People Management

• Supporting the strategic direction for the Shared Service Client Team. Responsible for leading and supporting staff within this area, by coordinating and directing their work, ensuring they meet their potential and managing their performance. Ensuring staff have the right development and support to deliver the team’s objectives.

Essential Criteria

• Stakeholder management within an outsourced environment

• Understanding of user experience design

• Project management experience

• Experience of IT service management, incident and problem management

Desirable Criteria

• Qualifications, or learning undertaken in project management and IT service management

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 from the Success Profiles framework.

Behaviours

• Managing a Quality Service (Lead Behaviour)

• Making Effective Decisions

• Communicating and Influencing

• Working Together

Presentation

You will be asked to create a 5-minute presentation, the topic of this will be shared closer to the time of the interview.