Service Level Analyst (Ref: 6824)

Ministry of Justice UK; London; Remote; GBP 34,000 - 42,000; Full time

Job summary

The Ministry of Justice UK offers an exciting opportunity for a Service Level Analyst Grade HEO to join their team. The role is responsible for managing and assuring service level agreements, ensuring the effective delivery of IT services. Candidates will need strong analytical skills and ITIL qualification, with the chance to impact operational processes within a prominent government organization.

Benefits

Access to learning and development

Pension contributions

Flexible working options

Annual Leave

Public Holidays

Qualifications

• Experience of working in Service Analyst / ITIL environment.
• Ability to build positive working relationships with stakeholders.
• Excellent written and spoken communication skills.

Responsibilities

• Produce regular service performance reports for stakeholders.
• Maintain Service Level review processes with IT customers.
• Instil ITIL best practices during service interactions.

Skills

Analytical Skills

Problem Solving

Capacity Management

Availability Management

Communication

Education

ITIL v4 Foundation

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

The Service Level Analyst Grade HEO role is responsible for the analysis and assurance of catalogue of existing services across the HMCTS estate, supporting the SLM structure that covers Service Level Agreements (SLAs) with the Customer and Service Level Targets with the internal IT support teams. They are expected to conform to the governance framework for SLM, including maintaining strong relationships with third Party Suppliers/Contract Management to ensure they adhere to the SLM process and agreed SLAs.Reporting to the DTS Service Level Manager (SEO), you will assist with the implementation of the process and supporting systems into the authority and contribute to the delivery of the strategy and roadmap for evolving our operational processes and capability.

Key Responsibilities:

Create and maintain internal & external relationships to support the strategy and vision for Service Level Management across all areas of HMCTS.

• Produce regular reports on service performance for HMCTS stakeholders at an appropriate level.
• Maintain the regular Service Level review process with both the IT Customer and IT provider, and distribute actions required to maintain or improve service levels.
• Contribute to annual (as appropriate) reviews of the entire Service Level process with the Service Level Manager and support the implementation of any amendments necessary.
• Interact alongside the Service Level Manager with the appropriate service management processes to support Service Levels deliverables: problem management, incident management, change management, capacity, and availability management etc.
• Assist the Service Level Manager to implement improvements and efficiencies, working closely with other service management colleagues.
• Champion the governance and management of Service Levels, their tracking and reporting, working with colleagues across government and other Government, Digital and Data (GDD) communities and analytical professions.
• Instil the delivery of ITIL best practice regarding Service Level Management and reporting during interactions with the wider organisation.
• Team player of the Service Performance Team; inspire and motivate the team to deliver service excellence, coaching and developing individuals to the best of their ability and manage the resources in accordance with HMCTS policies and procedures, so that the team’s business objectives are achieved consistently.
  
  

Skills & Experience:

We’re looking for an individual with strong analytical, problem-solving, and capacity and availability management experience who likes working with a broad range of stakeholders and users. 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:

• ITIL v4 Foundation qualification is essential for this role and proof of this will be requested at application stage (certificate required)
• An understanding of the expectations of service level management and experience of working in a Service Analyst / ITIL environment
• You are someone who naturally makes connections and can build positive working relationships with stakeholders and customers at all levels, to communicate, inspire and better understand their needs.
• Proactively looks for innovative ways to improve the service delivered to customers while mitigating the risks from not achieving Service Level Targets and their impact through engagement with internal IT support teams and third-party suppliers.
• Excellent written and spoken communication skills.
• Experience of working in large, complex organisations.
  
  

The Service Level Analyst Grade HEO role is responsible for the analysis and assurance of catalogue of existing services across the HMCTS estate, supporting the SLM structure that covers Service Level Agreements (SLAs) with the Customer and Service Level Targets with the internal IT support teams. They are expected to conform to the governance framework for SLM, including maintaining strong relationships with third Party Suppliers/Contract Management to ensure they adhere to the SLM process and agreed SLAs.Reporting to the DTS Service Level Manager (SEO), you will assist with the implementation of the process and supporting systems into the authority and contribute to the delivery of the strategy and roadmap for evolving our operational processes and capability.

Essential Criteria:

• ITIL v4 Foundation qualification is essential for this role and proof of this will be requested at application stage (certificate required)
• An understanding of the expectations of service level management and experience of working in a Service Analyst / ITIL environment
• You are someone who naturally makes connections and can build positive working relationships with stakeholders and customers at all levels, to communicate, inspire and better understand their needs.
• Proactively looks for innovative ways to improve the service delivered to customers while mitigating the risks from not achieving Service Level Targets and their impact through engagement with internal IT support teams and third-party suppliers.
• Excellent written and spoken communication skills.
• Experience of working in large, complex organisations.
  
  

Person specification

Qualifications

Please refer to Job Description

ITIL v4 Foundation qualification is essential for this role

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together
• Making Effective Decisions
• Communicating and Influencing
  
  

Technical skills

We'll assess you against these technical skills during the selection process:

• GDD Skill 1 - Analysis and insight
• GDD Skill 2 - User-centred analysis
• GDD Skill 3 - Verification and validation of data and analysis
• GDD Skill 4 - Communicating Analysis and Insight
  
  

Alongside your salary of £34,140, HM Courts and Tribunals Service contributes £9,890 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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

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

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

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).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

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://jobs.justice.gov.uk/careers/JobDetail/6824?entityId=6824