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Facilities Management

HMCTS Head of Hard Services – 44880
£43,958 - £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:


Her Majesty’s Court and Tribunals Service is an agency of the 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 some limited services via the internet. 

There are high expectations of all staff regardless of the job they do and good performance is expected from everybody. The organisation is continuously adopting new or better ways of working to ensure that it focuses on just that which is essential. 

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, in a manner that provides 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 programme includes 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. Effective staff engagement at this time of such significant change will be critical to success; maintaining a positive and lasting connection between HMCTS management and its staff. 

An effective courts and tribunals service is fundamental to our democracy, underpinning the rule of law. This is an opportunity to work in a role that will support and enable a major transformation programme, designed not just to give our courts and tribunals a sustainable and affordable future, but improve how we deliver justice.


HMCTS is a continually changing organisation. Good management, communication skills and collaborate working are critical elements in this being successful. THMCTS Senior Management Team expects all managers to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results. The Hard Services Lead will lead the performance management of the maintenance and project deliverables of the Facilities Management

(FM) supplier, and ensure continuous improvement is driven through both the supplier and the in-house teams. 

The key responsibilities of the role are as follows: 

  • Working for the Head of Facilities Management (HoFM), ensure effective performance management oversight of over £20m pa of maintenance (mechanical, electrical, public health, and fabric) of the estate and the small to medium sized project programmes to over 350 sites.
  • Support, and deputise for, the HoFM in his/her role as Contract Lead in ensuring that the FM supplier fully understands and delivers FM contract requirements (worth in excess of £50m pa) including adhering to HMCTS Operating Procedure requirements.
  • Seek robust assurance from the FM supplier that effective processes, FM staff training, and performance management/review processes are implemented, ensuring they meet their Key Performance Indicators (KPIs) and Service Levels (SLAs) under the FM contract.
  • Provide operational leadership to the in-house FM and Operational teams in ensuring best practice and legal and life-safety compliance is implemented, delivered and maintained across HMCTS’ Estate. There
  • Provide the HMCTS Property Directorate with subject matter expertise in contractual, performance and relationship meetings as required
  • Guide and instruct the in-house FM and Security Managers in monitoring and managing the hard service performance of the FM supplier, and spread good practice management techniques. Deliver hard service training as required, including coaching (1-1), to groups and presentations in support of the policy and contract objectives
  • Lead the programme of compliance checks (audits) across the FM supplier helpdesk, supply chain, management practices, operational processes, back office activity, and ensure actions are followed up until the point of delivery and implementation/completion.
  • Provide to Directors, Deputy Directors and the Property SMT regular reports on hard service performance, circulating it as required to in-house FM and Security Managers and senior management teams.
  • Lead and advise local staff when dealing with any serious incidents, accidents, dangerous occurrences or security incident investigations and ensure that resultant action plans and corrective measures are followed through to completion.
  • Lead the relationship at a senior level with the FM Supplier on hard services matters, and lead the implementation of recommendations for service improvement regarding issues identified and ensure that resultant action plans and corrective measures are followed through to completion.
  • Take responsibility for ensuring the FM supplier meets their statutory and mandatory maintenance obligations, including ensuring Planned Preventative Maintenance (PPM) is delivered, monitored and managed to agreed contractual standards by the FM supplier, in conjunction with the Duty Holder and Technical Assurance Lead in the Property Directorate
  • Own the FM Risk Log, and the hard services element of the Contract Management Plan, to ensure Government Internal Audit requirements are met;
  • Proactively professionalise Facilities Management across the HMCTS estate, supporting the implementation of Government Soft Landings (GSL).
  • Using best industry practice create, manage and deliver in conjunction with the FM supplier, an up to-date Asset Database and Forward Maintenance Register (including condition survey and drawings database) for planning asset replacement, backlog maintenance and future investment. Work loosely with the Technical Assurance Lead in advising on the Capital Maintenance Plan.
  • Maintain a good level of current professional knowledge through appropriate reading and training.
  • Show strong knowledgeable and incisive direction in working with finance and commercial teams to achieve best practice against value for money measures.
  • Though the role has no direct reports, the Hard Services Lead will be required to communicate clearly with colleagues, suppliers and superiors. 

You will work closely with: 

  • HMCTS FM and Security Managers
  • HMCTS Technical Team
  • MoJ Commercial Team
  • HMCTS Operational colleagues
  • HMCTS Fire, Safety and Security Team
  • HMCTS Property professionals
  • Members of the Judiciary
  • FM Contract supplier and the Audit & Monitoring supplier
  • Capital Delivery Team
  • Facilities Management Board
  • HMCTS Property Director and Deputy Directors in the Property Directorate 

Leadership Experience Requirements

  • You will be an experienced hard services contract manager, preferably with a professionally recognised electrical/mechanical qualification (MIET, CEng or similar)
  • Track record of managing teams, communicating at all levels and managing suppliers,
  • Good operational contract knowledge to facilitate and enable best practice and advice for a wider FM team.
  • Good working knowledge of the legislation relating to building services and infrastructure and ability to transfer legislative and best practice requirements into operational process and procedures. 

Technical Skills Requirements

  • Proficiency in MS Word, Excel, and Outlook and the ability to analyse and interpret data and use it to make appropriate decisions.
  • Qualified to at least British Institute of Facilities Management Level 4 Certificate/Diploma; with progression to Level 5 Diploma.
  • Prioritisation skills, experience demonstrating judgement when planning situations and tasks including managing crisis situations in relation to building management functions.
  • Significant experience in leading and building technical compliance and delivery of complex technical services across a widely varying estate, including heritage and multi-tenanted properties. 

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. Travel to sites across the country will be required. 

Key Civil Service Success Profiles (see Annex)

Application Process: 

To apply for this position please completed the online application form, ensuring you submit the following two application documents:                                       

  • An up-to-date copy of your CV which details your experience and achievements
  • A 750-word statement of suitability which demonstrates your suitability against the Key Technical and Leadership Skills outlined above 

Should you be successful at the application stage, you will be invited for an interview  

At interview you will be tested against the following Success Profile behaviours (Level 4): 

  • Seeing the Bigger Picture
  • Making Effective Decisions
  • Changing and Improving
  • Working Together
  • Managing a Quality Service
  • Delivering at Pace 

Further information on Success Profiles and the required standards for this post (Level 4) can be found at:  

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.

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.