Senior Service Delivery Manager (Ref: 6982)

Ministry of Justice UK; London; Hybrid; GBP 56,000 - 70,000; Full time

Job summary

Join the Ministry of Justice as a Senior Service Delivery Manager, where you'll champion service delivery in support of over 100,000 users across various locations. This is a pivotal role that facilitates the continued growth and reliability of digital services, making a significant impact on public safety and rehabilitation.

Benefits

Flexible working options

Generous civil service pension contributions

Learning budget and training opportunities

25 days annual leave plus bank holidays

Wellbeing support program

Qualifications

• Proven experience in service management principles and practices.
• Strong analytical skills and data-driven approach.
• Ability to manage stakeholder relationships strategically.

Responsibilities

• Ensure overall support and reliability of Digital Prisons Services.
• Lead major incident resolution and conduct post-incident reviews.
• Manage day-to-day budget allocations and optimize processes.

Skills

Service management framework knowledge

Stakeholder relationship management

Technical understanding

Data analytics skills

Job description

East Midlands (England), East of England, London (region), North East England, North West England, Scotland, South East England, South West England, Wales, West Midlands (England), Yorkshire and the Humber

Job Summary

This position is based Nationally

Job Description

Senior Service Delivery Manager

Location: National*

Closing Date: 2nd July

Interviews: Week commencing 14th July

Grade: G7

(MoJ candidates who are on a specialist grade will be able to retain this grade on lateral transfer)

Salary: National: £56,532 - £64,048 (which may include an allowance of up to £343)

London: £61,201 - £69,338 (which may include an allowance of up to £2,474)

Working pattern: full-time, part-time, flexible working

Contract Type: Permanent

• We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP
  
  

The Role

We’re recruiting for a Senior Service Delivery Manager here at Justice Digital, to be part of our warm and collaborative End User Compute Services (EUCS) team.

This role aligns against Head of IT Service Management from the Government Digital and Data Framework

The EUCS team is part of Technology Services in Justice Digital, a modern and diverse workplace that promotes a healthy work-life balance and flexible working options. They design, deliver and support the core infrastructure and systems that enable End User Compute Services and line of business applications for over 100,000 Ministry of Justice users across over 800 locations.

Service Delivery Managers champion the delivery and continuous improvement of products and services that supports them while owning and solving problems. They use their technical understanding, as well as knowledge of user needs and business goals to frame problems and set priorities. They may line manage other staff and support their professional development as well as be involved in recruitment.

These are exciting times at Justice Digital. We have a clear vision - to develop a digitally enabled justice system that works simply for its users - and we’re looking for enthusiastic, talented people to help us achieve it.

We’re making things better by building adaptable, effective services and making systems that are simple to use for staff and citizens. It can be challenging but it’s also important and rewarding.

As well as doing interesting work, we’re creating an environment that’s great to work in. We provide the opportunity to work with the latest technologies and offer brilliant training opportunities alongside support from expert colleagues. On top of that, you’ll find flexible working, an inclusive culture, and a place where your opinion is valued.

This is a great opportunity for an experienced Senior Service Delivery Manager to work as part of the EUC Prisoner Facing Services Team, responsible for supporting users of our portfolio of Digital and Technology Services alongside our growing Digital Prisons product teams. The role is pivotal in continuing to provide a high quality service to our colleagues across HMPPS, and forms a key part of Digital Prison’s delivery practice.

The Prisoner Facing Services Team exists to create the tools that support the Prison Service so that they can provide decent, safe and productive places to live and work, and support prisons to protect the public and reduce reoffending by rehabilitating the people in our care through education and employment. Our mission is to ensure that the Digital Prison’s underpinning technology and services operate for those accessing our digital services throughout the HMPPS estate.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities:

The Prisoner Facing Services Team is responsible for the overall support and reliability of Digital Prisons Services, which includes in-cell technology and prisoner educational services.

This Includes:

• Being responsible responsible for the service operation of a number of products which will be a mixture of legacy, digital and program related services
• Leading on major incident resolution and conduct post incident reviews to identify opportunities to reduce issues from occurring
• Maintaining asset lists for hardware & software licences
• Taking management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service. Leverages data analytics skills to enhance business performance
• Having an in-depth understanding of service management framework principles and processes and the ability to apply the technical knowledge in project or programme activities
• The ability to analyse current processes, manage day to day budget allocations, identify and implement opportunities to optimise processes and leads and develop a team of experts to deliver service improvements. Helps to evaluate and establish requirements for the implementation of changes by setting policy and standards
• Prioritising multiple high priority issues at any given time without sacrificing SLA commitments
• Working with the service desk and technical operations to drive service improvements
• Demonstrating confidence in technical understanding of our end to end services
• Leading cross-functional meetings to enhance communication and understanding.
• Line managing a number of IT service managers, senior application support & application support engineers
• Setting an example for and encourage open, positive, and constructive communication both within the team and when communicating with other DPS teams
• Cultivating and maintaining relationships with other teams within DPS and Justice Digital, the MoJ's Department responsible for Digital Services.
  
  

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• A £1k per person learning budget is in place to support all our people, with access to best in class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms
• Staff have 10% time to dedicate to develop & grow
• Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
• Wellbeing support including access to the Calm app.
• Nurturing professional and interpersonal networks including those for Carers & Childcare, Gender Equality, PROUD and SPIRIT
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Some offices may have a subsidised onsite Gym.
  
  

Person Specification

Essential

• Continual service improvement - analyse current processes, and identify and implement opportunities to optimise them; lead and develop a team of experts to deliver service improvements; help to evaluate and establish requirements for the implementation of changes by setting policy and standards
• Ownership & initiative - take accountability for issues that occur and be proactive in searching for potential problems; achieve excellent user outcomes
• Stakeholder Relationship management - manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured; direct the strategic approach for stakeholder relationships, establishing stakeholder objectives and ensuring these are clearly represented; act as a point of escalation if stakeholder relationships break down or become challenging for more junior members of the team; influence important senior stakeholders and arbitrate when blockers are escalated; facilitate discussions across high risk and complex areas or projects under constrained timelines
• Service focus - see the bigger picture by taking groups of services and investigating how to get the best of underlying services
• Service management framework knowledge - demonstrate an industry understanding of how to implement the framework into numerous environments
• IT service reporting - use data analytics skills to make decisions that enhance business performance
• Strategic thinking - lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met
• Technical Understanding - show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape
  
  

Willingness to be assessed against the requirements for BPSS clearance

We welcome the unique contribution diverse applicants bring and do not discriminate based on culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

Our values are Purpose, Humanity, Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

How To Apply

Candidates must submit CV and a suitability statement of no more than 750 words which describes how you meet the below requirements:

• Ownership & initiative - take accountability for issues that occur and be proactive in searching for potential problems; achieve excellent user outcomes
• Stakeholder Relationship management - manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured; direct the strategic approach for stakeholder relationships, establishing stakeholder objectives and ensuring these are clearly represented; act as a point of escalation if stakeholder relationships break down or become challenging for more junior members of the team; influence important senior stakeholders and arbitrate when blockers are escalated; facilitate discussions across high risk and complex areas or projects under constrained timelines
• IT service reporting - use data analytics skills to make decisions that enhance business performance
  
  

A diverse panel will review your application against the three criteria stated above

You will also be required to develop and deliver a presentation on a topic which will be provided if you are successfully sifted through to interview.

In Justice Digital, We Recruit Using a Combination Of The Government Digital And Data Profession Capability And Success Profiles Frameworks. We Will Assess Your Experience, Technical Skills And The Following Behaviours During The Assessment Process:

• Working together
• Managing a quality service
• Changing and Improving
  
  

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on below Pre-Sift Criteria will be conducted before the sift.

• IT service reporting - use data analytics skills to make decisions that enhance business performance
• Stakeholder Relationship management - manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured; direct the strategic approach for stakeholder relationships, establishing stakeholder objectives and ensuring these are clearly represented; act as a point of escalation if stakeholder relationships break down or become challenging for more junior members of the team; influence important senior stakeholders and arbitrate when blockers are escalated; facilitate discussions across high risk and complex areas or projects under constrained timelines
  
  

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Terms & Conditions

Please review our Terms and Conditions which set out how we recruit and provide further information related to the role and salary arrangements.

If you have any questions, please feel free to contact [e-mail]

Senior Service Delivery Manager

Location: National*

Closing Date: 2nd July

Interviews: Week commencing 14th July

Grade: G7

(MoJ candidates who are on a specialist grade will be able to retain this grade on lateral transfer)

Salary: National: £56,532 - £64,048 (which may include an allowance of up to £343)

London: £61,201 - £69,338 (which may include an allowance of up to £2,474)

Working pattern: full-time, part-time, flexible working

Contract Type: Permanent

• We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP
  
  

The Role

We’re recruiting for a Senior Service Delivery Manager here at Justice Digital, to be part of our warm and collaborative End User Compute Services (EUCS) team.

This role aligns against Head of IT Service Management from the Government Digital and Data Framework

The EUCS team is part of Technology Services in Justice Digital, a modern and diverse workplace that promotes a healthy work-life balance and flexible working options. They design, deliver and support the core infrastructure and systems that enable End User Compute Services and line of business applications for over 100,000 Ministry of Justice users across over 800 locations.

Service Delivery Managers champion the delivery and continuous improvement of products and services that supports them while owning and solving problems. They use their technical understanding, as well as knowledge of user needs and business goals to frame problems and set priorities. They may line manage other staff and support their professional development as well as be involved in recruitment.

These are exciting times at Justice Digital. We have a clear vision - to develop a digitally enabled justice system that works simply for its users - and we’re looking for enthusiastic, talented people to help us achieve it.

We’re making things better by building adaptable, effective services and making systems that are simple to use for staff and citizens. It can be challenging but it’s also important and rewarding.

As well as doing interesting work, we’re creating an environment that’s great to work in. We provide the opportunity to work with the latest technologies and offer brilliant training opportunities alongside support from expert colleagues. On top of that, you’ll find flexible working, an inclusive culture, and a place where your opinion is valued.

This is a great opportunity for an experienced Senior Service Delivery Manager to work as part of the EUC Prisoner Facing Services Team, responsible for supporting users of our portfolio of Digital and Technology Services alongside our growing Digital Prisons product teams. The role is pivotal in continuing to provide a high quality service to our colleagues across HMPPS, and forms a key part of Digital Prison’s delivery practice.

The Prisoner Facing Services Team exists to create the tools that support the Prison Service so that they can provide decent, safe and productive places to live and work, and support prisons to protect the public and reduce reoffending by rehabilitating the people in our care through education and employment. Our mission is to ensure that the Digital Prison’s underpinning technology and services operate for those accessing our digital services throughout the HMPPS estate.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

In Justice Digital, We Recruit Using a Combination Of The Government Digital And Data Profession Capability And Success Profiles Frameworks. We Will Assess Your Experience, Technical Skills And The Following Behaviours During The Assessment Process:

• Working together
• Managing a quality service
• Changing and Improving
  
  

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on below Pre-Sift Criteria will be conducted before the sift.

• IT service reporting - use data analytics skills to make decisions that enhance business performance
• Stakeholder Relationship management - manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured; direct the strategic approach for stakeholder relationships, establishing stakeholder objectives and ensuring these are clearly represented; act as a point of escalation if stakeholder relationships break down or become challenging for more junior members of the team; influence important senior stakeholders and arbitrate when blockers are escalated; facilitate discussions across high risk and complex areas or projects under constrained timelines
  
  

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Terms & Conditions

Please review our Terms and Conditions which set out how we recruit and provide further information related to the role and salary arrangements.

If you have any questions, please feel free to contact [e-mail]

Person specification

Please Refer To Job Description

Alongside your salary of £56,532, Ministry of Justice contributes £16,377 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance
  
  

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Selection process details

In Justice Digital, We Recruit Using a Combination Of The Government Digital And Data Profession Capability And Success Profiles Frameworks. We Will Assess Your Experience, Technical Skills And The Following Behaviours During The Assessment Process:

• Working together
• Managing a quality service
• Changing and Improving
  
  

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on below Pre-Sift Criteria will be conducted before the sift.

• IT service reporting - use data analytics skills to make decisions that enhance business performance
• Stakeholder Relationship management - manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured; direct the strategic approach for stakeholder relationships, establishing stakeholder objectives and ensuring these are clearly represented; act as a point of escalation if stakeholder relationships break down or become challenging for more junior members of the team; influence important senior stakeholders and arbitrate when blockers are escalated; facilitate discussions across high risk and complex areas or projects under constrained timelines
  
  

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service Code (opens in a new window) 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 (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : SSCL Recruitment Enquiries Team
• Email : [e-mail]
• Telephone : [phone]
  
  

Recruitment team

• Email : [e-mail]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL ([e-mail]) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

https://www.jobtrain.co.uk/justicedigital/Job/JobDetail?JobId=737