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Deputy Service Manager – 74782
£37,683 – £48,067


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:

HM Courts and Tribunals Service 

Directorate: Crime Team; Development Directorate

Job Title: Deputy Service Manager 

Location: National

Duration: Permanent

National – £37,683 – £41,506

Number of Roles: 1


HM Courts 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.

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.

We’re looking for enthusiastic people who can help us design, develop and implement business processes across operational live services and work with Digital & Technology colleagues to provide the enabling products that support digital working in the courtroom.

The successful candidate will also work in a team liaising with Criminal Justice stakeholders including MoJ Policy, HMPPS, Crown Prosecution Service, Home Office and Policing to provide for a view on policy implications for the criminal courts and support cross CJS change.  

This is an exciting opportunity to improve the way the criminal courts work and make a real difference to the criminal justice system. Working as part of the Crime Team within the Development 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 crime jurisdiction. 


The key purpose of the role is to:

The Development Directorate is responsible for the national business strategy, operational policy and modernisation of courts and tribunals. The job holder will play a key role in supporting the Crime Service Owner and Crime Service Managers as an Operational Support/Deputy Service Manager.

You will work closely with the relevant Service Manager, to ensure that the HMCTS Crime Business Plan is delivered.  You will also 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. Additionally, the job holder will be responsible for co-ordinating projects designed to deliver service improvement within the business – developing implementation plans, identifying and monitoring dependencies and risks, conducting change impact assessments and developing communication, to ensuring change is 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. 

You will provide high quality written and oral advice to senior civil servants, ministers and judiciary, advising on proposals and promoting alternatives to meet HMCTS’ objectives. You will work flexibly across the directorate to provide input into key areas of work.

Key interactions will be with:

•    HMCTS Operational and Reform teams 
•    Policy and Legal teams within MoJ and across Government
•    HMPPS
•    The Judiciary
•    Other Government departments/Partner organisations including Home Office, CPS, the police, and other Criminal and justice agencies
•    Other key stakeholders in the justice system
•    The people who work in our courts and tribunals

Key responsibilities:


•    Work within and across crime jurisdiction(s) on improvement and transformation opportunities  
•    Business service management of discrete projects: providing wider strategic input to development and testing of digital products, representing the Service manager in decision-making and direction of development
•    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 
•    Membership of Steering groups and working groups in the wider Crime strategic arena
•    Providing recommendations to 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 
•    Participating in the delivery of improvement/transformation priorities 
•    Implementing and updating Standard Operating Models and Procedures 
•    Support the design and implementation of professional frameworks and knowledge management networks 
•    Ensure FoI’s, PMQs, PQs, MCs and TOs are handled within Departmental timescales (drafting as necessary)
•    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 SOPs support the work of criminal courts and deliver benefits to the business 
•    An ability to interpret the jurisdiction’s operational management information 
•    Draft briefings and other products as required 


•    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
•    Leading individual pieces of work for which they are responsible and delivering these within agreed timescales
•    The post holder may be responsible for the line management of one or more Band Cs


•    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
•    Reviewing, improving and updating Standard Operating Models and Procedures in line with policy and operational changes taking place within and outside of HMCTS
•    Developing innovative proposals for introducing policy and structural change, drawing on best practice for managing change 


•    Reporting to a Grade 7 within the Crime team.

Other duties

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.

Essential Skills:

–    Experience or knowledge of the criminal justice system.
–    Experience or knowledge of managing service/process design and implementation 
–    Experience or knowledge of change management or relevant qualification
–    Experience or knowledge of project management or relevant qualification 

Desirable Skills:

–    Experience or knowledge of a public policy environment.
–    Experience of high-level stakeholder engagement and management.

Application Process

As part of the application process, we ask you to provide a 750-word statement that outlines your suitability for the role, including how you meet the Skills & Experience. You also need to demonstrate the following behaviours at Level 3.

•    Changing and Improving
•    Leadership
•    Working Together

Further information on Success Profiles and required standards for this post (Level 3) can be found at:        

If there are a large volume of applications, they may be sifted based on the statement and Changing and Improving behaviour only. Should you be successful at the application stage you will be invited for an interview, which may be conducted via video conference. The Success Profile behaviours listed above will also be tested at interview stage.


The national salary range is £37,683 - £41,506, London salary range is £43,647 - £48,067. Your salary will be dependent on your base location

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). 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, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

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:

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.


  • 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

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: