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Information Technology

DTS Service Designer – 62918
£37,683 – £48,067
Multiple Locations

Apply BACK TO SEARCH

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: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Location:                   

London (Other National locations may be considered, if you can attend the London office when needed). 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 Location:   Video conference via Skype or 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).

DDaT: 

Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance, on top of your basic salary.  This role is aligned to the Service Transition Manager role, within the Service Transition Job Family. 

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.

Introduction:

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 and service centres and digital services online.

HMCTS is embarking on a period of significant change and this includes creating high quality digital products and services, modernising the court estate, updating and replacing its technology, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and provide much improved services for service users, especially vulnerable witnesses and victims.

Making a real difference to people’s lives is such an integral part of working at HMCTS that we’ve built it into an agreement with everyone who works here. It’s called Our People Promise.

Job Description:

The post holder will work within the Service Design and Transition (SD&T) Team and work across all business programmes to provide the SD&T functions to Digital and Technology Services (DTS).

The role sits in Live Operations and will report directly into the DTS Service Design and Transition Lead, the post holder will have work in a team of 10, made up of a mix of contracted resources and civil servants. They will guide and deliver the operational design of new and changed services ensuring an end-to-end support structure across services which are aligned to business and operational needs.

Key Responsibilities:

  • You will facilitate the use of the SD&T process for Digital and Technology Services, this involves working between different programmes and departments with varying working agreement and service levels in place
  • Represent DTS and provide expert input and support to various governance boards which are attended by senior stakeholders including Directors, this includes the DTS Service Design Authority.
  • Ensure services have a full end-to-end support in place and relevant KPIs and SLAs in place before going live Prioritise and deconflict design activities for DTS using organisational priorities
  • You will be involved in a variety of design activities across programmes and within the directorate to understand the varying levels of complexities in each area to deliver a fully supported service.
  • Identify gaps in support structures and creatively seek the best way to get formal structures in place with agreed SLAs
  • Form strategies to deliver a highly efficient service design processes linked to the directorate operating model
  • Ensure best practice standards are built into service design processes
  • Work closely with Demand Management and Project Management Office to plan for SD&T requirements
  • Lead shift left activities through standardisation of activities and processes and practise is continuously improved
  • Ensure projects and programmes conform to SD&T processes and procedures
  • Provide direction on high impact, complex change requests, ensuring that design and transition policies, procedures and processes are applied
  • Build and maintain relationship with key stakeholders who are both internal and external
  • Collaborate with key stakeholders such Programme Directors and Delivery Managers, to understand and balance demand priority with resource contention
  • Ensure risks to going live are highlighted and managed in advance

Person Specification:

  • We’re looking for someone who has an extensive track record in service management and service operation with expertise in design. You will be an individual who likes working in a delivery focused environment with multi-disciplinary teams and has worked at management level.
  • You will participate and share ideas to enable advanced planning in building in strategies to standardise and automate, and to encourage shift left activities. You will challenge the status quo and provide ideas, thinking outside the box whilst understanding industry standards and what it takes to deliver a quality service.
  • You will have strong communication and relationship building skills and a highly collaborative team player approach as well as the ability to interact with senior stakeholders and manage feedback from multiple stakeholder groups.
  • You will be someone who takes pride in representing operations and enjoy the challenge of promoting work in the Service Design and Transition space.
  • You respond to changes in technology, adapting your approach accordingly. Making decisions to meet user needs in the government context. You are able to understand the importance of assisted digital and can design services and make decisions to meet user needs.
  • You will have great analytical skills and attention to detail, absorbing large amounts of conflicting information and use it to produce simple designs. As well as the ability to work to demanding deadlines whilst ensuring quality.
  • You will be motivated by the opportunity of working in a unique public service environment, and for a department that directly delivers services to the public in one of the largest transformation and reform programmes in government.

Skills & Experience:

  • Have experience of working in Service Design to a high standard in a fast-paced environment.
  • Demonstrate ability of working collaboratively across functions and building relationships
  • Firm understanding of ITIL framework with relevant qualifications
  • Experience of working within an agile and waterfall environment
  • Strong stakeholder management skills
  • Strong experience and understanding of the digital agenda within the public sector
  • Ability to communicate at technical and senior levels and through multiple formats

Application process:

The following areas of Success Profiles will be used to assess and score your application during the sift, and interview. You could also be invited to complete a presentation stage.

  • Experience – As demonstrated in your CV and statement of suitability
  • Behaviours – We will be using the 4 behaviours below.

Key Civil Service behaviours:

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

Making Effective Decisions

  • Clarify your own understanding and stakeholder needs and expectations, before making decisions.
  • Ensure decision making happens at the right level, not allowing unnecessary bureaucracy to hinder delivery.
  • Encourage both innovative suggestions and challenge from others, to inform decision making.
  • Analyse and accurately interpret data from various sources to support decisions.
  • Find the best option by identifying positives, negatives, risks and implications.
  • Present reasonable conclusions from a wide range of complex and sometimes incomplete evidence.
  • Make decisions confidently even when details are unclear or if they prove to be unpopular.

Working Together

  • Encourage joined up team work within own team and across other groups. Establish professional relationships with a range of stakeholders.
  • Collaborate with these to share information, resources and support.
  • Invest time to develop a common focus and genuine positive team spirit where colleagues feel valued and respect one another.
  • Put in place support for the wellbeing of individuals within the team, including consideration of your own needs.
  • Make it clear to all team members that bullying, harassment and discrimination are unacceptable.
  • Actively seek and consider input of people from diverse backgrounds and perspectives. 

Communicating and Influencing

  • Communicate with others in a clear, honest and enthusiastic way in order to build trust.
  • Explain complex issues in a way that is easy to understand. Take into account people’s individual needs.
  • Deliver difficult messages with clarity and sensitivity, being persuasive when required.
  • Consider the impact of the language used.
  • Remain open-minded and impartial in discussions, whilst respecting the diverse interests and opinions of others.
  • Introduce different methods for communication, including making the most of digital resources whilst getting value for money.
  • Monitor the effectiveness of own and team communications and take action to improve where necessary.

Delivering at Pace

  • Ensure everyone clearly understands and owns their roles, responsibilities and business priorities.
  • Give honest, motivating and enthusiastic messages about priorities, objectives and expectations to get the best out of people.
  • Comply with legal, regulatory and security requirements in service delivery.
  • Set out clear processes and standards for managing performance at all levels.
  • Ensure delivery of timely quality outcomes, through providing the right resources to do the job, reviewing and adjusting performance expectations and rewarding success.
  • Maintain own levels of performance in challenging circumstances and encourage others to do the same.

Seeing the Bigger Picture

  • Understand the strategic drivers for your area of work.
  • Align activities to contribute to wider organisational priorities.
  • Remain alert to emerging issues and trends which might impact your work area.
  • Seek out and share experiences to develop knowledge of the team’s business area.
  • Understand how the strategies and activities of the team create value and meet the diverse needs of all stakeholders.

Flexible working options:

HMCTS offers a flexible working system in many of its offices.

Job Sharing and Reduced Hours:

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances:

This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJ’s excess fares allowance policy

Salary

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.

Benefits

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.

Pension

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

Training

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

Networks

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.

Support

  • 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 UKor Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • 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: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.