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DTS – Infrastructure Engagement Manager – 39071
£52,845 - £63,500


We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit:

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.


Her Majesty’s Courts and Tribunals Service (HMCTS) is an agency of the Ministry of Justice (MoJ) and provides the supporting administration for the Judiciary across England and Wales. It delivers services to the public directly in court and tribunal buildings, remotely via business centres and increasingly via digital services online.

Digital & Technology Services is growing as a key enabler of HMCTS’ future as a digital organisation, building the new digital products and live operations teams necessary to deliver online services to our users and staff. Please follow the link below for further information about HMCTS.

Come and join a high performing and expanding Infrastructure Team, that is passionate about change and dedicated to deliver an amazing service to our customers. You will be ambitious and motivated by an opportunity to work for a department that directly delivers services to the public in one of the largest digital transformation and reform programmes in Government.

Personal Characteristics:

  • We’re looking for someone who has impressive Demand management and/or Delivery skills at management level, with expertise in infrastructure.
  • You will be an individual who is energetic and focused on delivering great outcomes in a constantly changing environment.
  • You may be a Senior business analysis professional wanting to make a move to Demand Management.
  • You have a strong IT Technical Operations background and you want to apply your experience to transform an IT organisation.
  • You have managed or delivered large scale IT changes; experience in Project delivery would be an advantage.
  • You could be an experienced Demand Manager and are looking for a new challenge.

Job Description:

As the Infrastructure Engagement Manager, you will play a pivotal role in managing the Infrastructure Demand pipeline and act as the complex bridge between the business, the Product Managers, Supplier’s technical resources (existing and potential) as well as the Demand Management teams within HMCTS and the MoJ.

You will work with projects and individuals to understand the demand of services and products being asked within the Infrastructure environment and ensuring that adequate requirements have been articulated and sponsored before it is formally raised as qualified ‘Demand’. You will work iteratively with the business, MoJ and other HMCTS colleagues to clarify ambiguity, resolve issues and assist with additional functionality across the service development lifecycle. You will be given the opportunity to continue to grow your management capabilities as the team expands and will be expected to be adept at managing relationships with senior stakeholders as you progress to becoming a leading figure within the Infrastructure Product team and the wider Directorate.

Key interactions will be with:

  • HMCTS and MOJ Demand teams.
  • Project and programme SROs.
  • Infrastructure Product Teams
  • Other Project and programme managers.
  • Customer stakeholders and supplier representatives.

Key Responsibilities:

Setting Direction

  • Leading Infrastructure Demand initiatives on the Demand Management board.
  • Define Infrastructure Demand Engagement team and recruit and manage roles such as required to support and expand the area.
  • Coach and mentor roles under their management.
  • Communicate effectively across senior technical and business stakeholders, ensuring the understanding of demand request and supporting criteria is aligned.
  • Draft, maintain and own policy, standards and procedures for infrastructure demand management, ensuring that they support the wider HMCTS and MoJ.
  • Actively encourage use of new technologies and help business embed new ways of working and exploiting IT.
  • Create inclusive working environment to help maintain the strategic direction of Demand Management.

Demand Management

  • Act as a point of contact for all infrastructure demand.
  • Managing all demand analysis outputs from team/area and making the appropriate decisions.
  • Proactively manage and demonstrate the ability to collate, analyse and make decision on complex demand from various specialist Infrastructure Product areas.
  • Effective communication with business users to agree and implement any short/medium-term modifications to facilitate successful demand outcomes.

Business Analysis

  • Accountable for investigative work into current state operating model, identify gaps and opportunities to help create future state operating model.
  • Develop and implement plans and strategies for addressing issues, having considered and evaluated the pros and cons of alternative options.
  • Provide governance assurance, Terms of References across the demand function.
  • Provide advice, assistance and leadership associated with the planning, design and improvement of existing and new services ensuring synergies are realised.  
  • Manage an overall understanding of current Demand capacity and availability.

Business Improvement Process

  • Understand the business processes and activities that impact and that are impacted by the demand request; whilst developing an understanding of how this affects the wider strategy of the department.
  • Encourage continuous improvements to drive future Demand, and to ensure processes remain efficient and relevant as Business needs change.

Relationship Management

  • Influences stakeholders and manages relationships effectively. Builds long term strategic relationships.


  • Liaise with policy colleagues to understand the effect on Policy where a demand is likely to lead to the implementation of something that has a major effect on business processes and subsequent potential policy review.

Programme and project management

  • Provide leadership guidance to business case development as needed, to meet the requested demands.
  • Manage and define Demand prioritisation; or provide sufficient analysis for Senior Management to do so.

Stakeholder relations

  • Identify all relevant stakeholders to ensure, where appropriate, that their needs are incorporated when decisions around demand are taken.
  • Develop and maintain constructive relations with all internal and external programme, project and BAU stakeholders.

Representation of the Department

  • Represent the Department up to senior stakeholders on all infrastructure demand related matters.
  • Operate as the link between headquarters and those affected by the infrastructure demand requests in HMCTS operations and other partners.
  • Take the lead in specific negotiations with suppliers, partners and other agencies.

Collaborative working

  • Engage with business partners to manage the pipeline of demand and facilitate the exchange of information and key business intelligence across the agency.
  • Develop and maintain a close relationship with the customer, understanding the business, its priorities and plans and facilitate the identification of new requirements.
  • Work with the Product team to ensure that the customer requirements and support events designed to promote the use of core Products.
  • Build relationships with technical colleagues, Infrastructure Technical Product Managers and third-party suppliers to drive continuous process improvement.

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.

Skills & Experience:

Essential Criteria:

  • Good understanding of IT Operations and Technology
  • Excellent Business analysis skills
  • Experience of working in a structured and non-structured technical delivery environment.
  • Experience of working in large, complex organisation and working with Managed Service Suppliers.
  • Ability to work to tight timescales, managing your priorities and ensuring delivery of requests;
  • Experience in using a wide range of collaborative tools;
  • Excellent communication and written skills;
  • Excellent stakeholder and influencing skills

Desirable Criteria:

  • Experience of any Project delivery approach would be an advantage;
  • Attention to detail;

Application process:

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

  • Experience – As demonstrated in your CV, statement of suitability, and application form
  • Technical – As demonstrated in your CV, statement of suitability, and application form
  • Behaviours – We will be assessing 3 behaviours, at level 4: Communicating and Influencing, Making Effective Decisions & Seeing the Big Picture
  • Assessment – You may also be required to prepare a short presentation (Details will be provided when invited to interview)

Additional Information

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:

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.


  • 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 any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.


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.

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 equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

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.