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Programme and Project Management

Deputy Service Manager – 47677
£30,989 - £47,591


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

The postholder will be expected to work flexibly and spend approximately two days per week in Southern House, Croydon. Regular travel to locations across England and Wales may be required.

Location: The postholder will be expected to work flexibly and spend approximately two days per week in Southern House, Croydon. Regular travel to locations across England and Wales may be required.


Her Majesty’s Court and Tribunals Service (HMCTS) is an agency of the MoJ and provides the supporting administration for the judiciary across England and Wales and the non-devolved tribunals in Scotland and Northern Ireland. It delivers services to the public directly in court and tribunal buildings, remotely via business centres and some limited services via the internet.

HMCTS has a once in a generation opportunity to transform the entire Courts and Tribunals Service through the HMCTS Reform Programme, enhancing the provision of a world-class justice system to offer an improved user experience at reduced cost to the taxpayer. This will contribute to consolidating the UK’s position at the forefront of an increasingly competitive international legal market as well as ensuring access to justice for all.

Do you want to help improve the way the criminal courts work? We’re looking for an enthusiastic candidate who can help us design the future business processes and inform the building of the new digital system in the criminal courts, Common Platform. The successful candidate’s initial focus will be on supporting the shaping, design and delivery of a new scheduling function within HMCTS, alongside supporting transition planning for the future model.

This is fast paced role and will provide you a great opportunity to bring your operational experience to help design the future criminal court systems and will give you an opportunity to experience how a change programme works.

The future service model for crime will bring the courts into the digital age, ensuring services are simpler and easier to use for all our service users, and result in significantly more efficient criminal justice processes, leading to lower costs for the taxpayer. The team leads on the continuous improvement of specific services within the Crime  jurisdiction, working with key stakeholders to drive forward progress and improvement in performance, problem solving, implementation of change and the design of new services.

Working within the Strategy and Change Directorate offers exciting opportunities to work with business design teams, judiciary and stakeholders to develop services around the needs of users and implement significant change across the jurisdictions. 

Purpose & Responsibilities

The Crime Programme is responsible for the modernisation of Criminal Courts. You will be responsible for supporting and leading improvement activity and problem solving to ensure we keep the business running smoothly whilst service reform models are designed and implemented. The role will require you to work closely with the Service Manager, the crime service project management team and the Common Platform stakeholders to ensure that the enabling digital products being developed meet the users’ needs and align with the developing future crime service operating model.

You will be responsible for co-ordinating projects within the team, identifying and monitoring dependencies and risks within the unit and wider policy landscape and ensuring a cohesive set of reforms are delivered. There is a high level of stakeholder engagement internally and across other Government departments and the ability to work collaboratively to achieve results is essential.

Staff within the Crime Programme will need to display a commitment to three key principles: Continuous change, managing uncertainty and delivering services around the needs of the users.

Key Responsibilities


Scheduling and Listing

·         Support the Crime Service Manager in leading on transition planning from the current scheduling model into a longer term, bespoke solution that meets the needs of the business;

Video Hearings

·         Support on the maintenance and refinement of current business process for video hearings;

·         Support the Service Manager on the needs analysis, design, business rules and implementation of a bespoke video hearing platform.


·         Where appropriate, make recommendations based on the results of investigation and analysis to operational processes and support operations in implementing changes;

·         Based on risks and benefits analysis, have a good understanding of the potential impact of policy changes proposed by Other Government Departments (OGDs), MoJ policy or justice system partners within the Crime jurisdiction/operational area and provide advice accordingly;

·         Provide recommendations to the Crime Service model lead and Project Managers on how to influence, as necessary, OGDs, MoJ policy and justice system partners in developing policy. This would particularly apply where change would significantly benefit HMCTS operations;

·         Participate and contribute in continuous improvement and/or business transformation initiatives for the jurisdiction. This is likely to include:

–          Participating in the delivery of particular improvement/transformation priorities;

–          Implementing and updating Standard Operating Models and Procedures, for lead areas;

–          Supporting the design and implementation of professional frameworks and knowledge management networks;

–          Supporting the drafting of responses to Freedom of Information requests, Parliamentary Questions, Treat Officials (TOs) to ensure they are handled within Departmental timescales;

–          Assessing the impact of policy proposals/new legislation/all other factors on the Crime jurisdiction, covering a wide variety of subject matters, and minimising the impact on HMCTS financial resources, staff and IT systems;

–          Providing advice on operational matters to ensure Standard Operational Procedures (SOPs) support the work of criminal courts and deliver benefits to the business.


·         Lead discussions with internal stakeholders assessing the impact of proposed reforms, working with them to secure their buy-in and support and leading them through implementation;

·         Represent the Department in discussions with internal and external stakeholders on changes to criminal court processes and organisational design, identifying the impact of those changes for stakeholders and working with them to devise solutions which improve end to end performance;

·         Lead individual pieces of work and deliver these within agreed timescales;

·         The post holder may be responsible for the line management and development of one or more Band C/HEO posts.


·         Work with policy groups to develop organisational strategy and design in line with policy proposals, ensuring that policies meet the needs of HMCTS and are operationally deliverable;

·         Review, improve and update Standard Operating Models and Procedures in line with policy and operational changes taking place within and outside of HMCTS;

·         Develop innovative proposals for introducing policy and structural change, drawing on best practice for managing change.

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Skills & Experience

In addition to a proven track record of success in the responsibilities listed above, the successful candidate should have the following skills & experience:

Essential Skills

  • Experience or knowledge of managing service/process design and implementation;
  • Experience of high-level stakeholder engagement and management;
  • Experience or knowledge of creating and delivering engagement strategies;
  • Experience of leading high performing teams within a complex project or programme;
  • Experience of delivering against tight timescales and demonstrating a proactive approach to managing risks as they emerge;
  • Experience working of working in multi-disciplinary teams.

Desirable Skills

  • Experience of working within the Justice system;
  • Experience of working with a Transformation/Reform/Change environment;
  • Experience or knowledge of project delivery and change management;
  • Experience or knowledge of a public policy environment.

How to Apply

To apply for this position please submit a CV and a 750-word statement of suitability that demonstrates the following:

  • Your key skills and experience and how these relate to the key responsibilities and requirements outlined above
  • Your personal characteristics and qualities and how these will lead to success in this position
  • Your professional successes and achievements that set you apart from other applicants

Additional Information


  • 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 GOV.UK or Childcare Choices. You can determine your eligibility at
  • 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

1- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail;

2- To Ministry of Justice Resourcing (;

3- To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equal opportunities. 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 SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Working Arrangements & Further Information

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.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


The MoJ offers a range of benefits:

The pay structure is being consulted upon and therefore the pay advertised/offered may change depending on the outcome of the consultation.  If you have any concerns, please check what the situation is before accepting any offer. 

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.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


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.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.