Are you OK with cookies?

We use small files called ‘cookies’ on Some are essential to make the site work, some help us to understand how we can improve your experience, and some are set by third parties. You can choose to turn off the non-essential cookies. Which cookies are you happy for us to use?

Information Technology

DTS Incident & Major Incident Manager – 67513
£37,683 – £48,067
Multiple Locations


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:

Location:      London / National

Successful applicants will be expected to be office based 2 days per week in any HMCTS Office (subject to business availability). The    frequency may increase in the future. 

Term:             Permanent

Interview:      Video conference via Teams

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band). 

Merit List:

HMCTS run a Merit List, where candidates who are unsuccessful at interview, by only a few points, can be offered other roles, at the same band, for up to 12 months.

So, it is always a good idea to apply for a role, and try as best as you can at interview, as you never know what future opportunities it may open! You will be able to view your status via the application screen. If you have been added to the Merit List, your status will show either Merit or Reserve list. 


These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. 

Job Description:

The role has management and leadership responsibility within the HMCTS Digital and Technology Services for digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation. 

The Incident Manager will aim to restore normal service operations as quickly as possible and minimise any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained, resolving faults or passing to problem management to investigate and resolve, or both. This can include ensuring that SLA’s are continually achieved, and provide guidance for all current and new HMCTS Digital products. As Incident Manager, you will manage significant outages and crises and report issues to problem management. You will also be expected to work closely with workplace services, infrastructure, applications operators and communication managers to resolve incidents. 

The Incident Management Team participate in an Out of Hours Rota to provide 24*7 support to critical services. In the event of a high priority incident occurring their role is to coordinate and communicate resolution activity. 

The role reports to the Service Operations Manager and will have line management responsibility for the Incident & Problem Analysts in the DTS Live Operations team, who will work together to share expertise and provide cover.  

Key Responsibilities:

  • Understand the availability and capacity management processes and how they are used across large estates in order to effectively manage service components to ensure they meet business needs and performance targets.
  • Analyse and assess impact, and develop and document change requests. Implement changes based on requests for change.
  • Work collaboratively within a group, actively working with others and varying feedback for the appropriate time to ensure the discussion fits. Use initiative to identify problems or issues in the team dynamic and rectify them. Pull out issues through agile health-checks with the team to provoke the right responses.
  • Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
  • Manage the IT standard continuity management processes and the process around service continuity to ensure service availability can be maintained at all times using the correct procedures.
  • Lead the investigation and resolution of incidents. Diagnose and prioritise incidents, investigating their causes and finding resolutions.
  • Take accountability of issues that occur and own an issue until a new owner has been found or the problem has been mitigated or resolved, to achieve excellent user outcomes.
  • Initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Determine the appropriate remedy and assist with implementation of it as well as preventative measures.
  • See the bigger picture and investigate how to get the best from digital services.
  • Understand core technical concepts related to the role and apply them with guidance.
  • Identify needs and engage with users or stakeholders to collate user needs. Understand and define requirements that fit business needs, using quantitative and qualitative data about users to turn user focus into outcomes. 


  • Prepare and maintain analysis of data and requirements to understand user needs, Prepare and deliver guidance and communications to support operating and improving their performance of the Service Management team for Incident Management.
  • Establish training needs and knowledge transfer requirements, ensuring these are delivered where required.
  • Act as a central contact point for all digital and technology Incidents related to DTS Live Operations. 

Skills & Experience:

  • We’re looking for an individual with strong interpersonal skills who likes working with delivery focused and agile multidisciplinary teams. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required. 

Essential Criteria:

  • An in-depth understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
  • Experience of working collaboratively with Senior Heads of Departments and multi-disciplinary teams.
  • Experience of working in large, complex organisations.
  • Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
  • A track record of delivering significant change which improves business effectiveness in sustainable ways.
  • Ability and experience of engaging with senior management and stakeholders and leading the representation of your work.
  • Strong problem-solving abilities and analytical skills.
  • Experience in identifying service / product gaps and managing these continual service improvements, issues and risks to ensure stable and successful Operation of your Product/Service.
  • Either a strong technical background with a high level of technical knowledge and experience with workplace products and/or infrastructure services or a strong business background with an understanding of HMCTS users and the technology used. 

Application process:

The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview.

  • Experience – As demonstrated in your application form.
  • Behaviours – We will be using the 3 behaviours below. 

Key Civil Service behaviours:

You will be required to provide evidence of the following key behaviours at Level 3. 

  • Managing a Quality Service
  • Changing and Improving
  • Communicating and Influencing


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: