NDelius Service Team Support Manager

Ministry of Justice; United States; Hybrid; USD 58,000 - 62,000; Full time

Benefits offered by this job

Hybrid working

Civil Service pension

Learning budget

Job summary

Ministry of Justice through Justice Digital, Data and Science is recruiting for a NDelius Service Team Support Manager to join the Probation Digital NDelius Service Support Team. This role aligns to the Senior IT Service Manager within Government Digital and Data Framework, requiring strategic knowledge of probation processes and NDelius usage.

You will lead the DST, ensure data integrity, manage GDPR processes, coordinate with multiple sites, and drive continual service improvement across HMPPS

Qualifications

• Experience running a quality service within MOJ Digital.
• Understanding Probation applications and contributing to system improvement.
• Ability to investigate problems and opportunities in existing processes and propose solutions.

Responsibilities

• Analyse and act upon data relevant to HMPPS applications and NDelius.
• Ensure data integrity and merging of records; align with OLA.
• Liaise with MoJ on account creation/security as part of Team OLA.
• Manage GDPR processes in coordination with the business.
• Undertake site visits and user research as directed by SBRM.
• Oversee configuration management of reference data for interfaces with HMPPS applications.
• Communicate and govern technical changes with Delivery and Senior Managers.
• Drive continual service improvement across the wider service delivery function.
• Lead the DST to support live service and incident management for HMPPS applications.
• Manage day-to-day performance of the Core Delius Service Team and staff.

Skills

Case Management Systems

Probation applications

User needs evidence

Change management

Job description

We are recruiting for a NDelius Service Team Support Manager here at Justice Digital, Data and Science to be part of our Probation Digital NDelius Service Support Team. This role aligns against Senior IT Service Manager from the Government Digital and Data Framework. This role requires strategic knowledge and experience of how establishments and/or probation regions operate their processes in relation to the management and reporting of people on probation. NDelius, is the primary IT tool used (24/7) to manage cases in the public sector. The role holders must have the ability to interpret and apply this knowledge in the evolving Probation landscape to support the business in their usage of HMPPS IT systems that underpin sentence management. This includes knowledge of NDelius Integrations, NOMIS/DPS, OASys/ARNS and Interventions Manager. The role holders will report to the Senior Business Stakeholder Engagement Manager and will be responsible for:

• The performance of the core Delius Service Team and the staff within it. Manages the Team which analyses and acts upon all data which is relevant to the NDelius Application.
• HMPPS applications' data management and integrity; Ensure that the Team produces and analyses information in relation to the merging of records and ensuring the offender records actioned as per the team's agreed OLA.
• Liaise with MoJ colleagues to ensure Account creation/security are also managed as part of the Team OLA.
• Managing the GDPR process and monitored in conjunction with the business.
• Undertaking site visits and supporting user research as directed by SBRM role.
• Accountable for the configuration management of reference data, ensuring that a baseline version is available for all other systems that interface with HMPPS applications to draw upon., Manage a fully functional multi-sourced service Live Support team with a customer‑centric support approach across multiple locations, focused on service availability and performance.
• Ensure that all technical change is communicated and managed, with appropriate governance with support from the Delivery and Senior Business Stakeholder Managers
• Ensure that a programme of continual service improvement is put in place across the wider service delivery function.
• Responsible for Delius Service Team (DST) that supports and manages the live service running of HMPPS applications supported by the Digital Studio in line with OWAs, SLAs and Service Management principles.
• Responsible for and contributing to the delivery of the 3rd and/or 4th line Incident Management support for HMPPS applications supported by the Digital Studio.
• Day to day responsibility for the performance of the Core Delius Service Team and the staff within it.
• Analyse and act upon data which is relevant to HMPPS applications supported by the Digital Studio, Data security compromises, archiving, interfaces and assistive technology to compliance with the relevant legislations.
• Responsible for HMPPS applications supported by the Digital Studio Problem and Defect Management/review board; Responsible for overseeing the work of the DST in their dealings with suppliers, and Service Level Management to ensure that appropriate solutions are prioritised and managed through to development and delivery.
• Responsible for managing user accounts for pre‑production applications.
• Responsible for NDelius Training application and material upgrades.
• Responsible for supporting the Release Cycle and out of hours deployments including some weekends.
• Responsible for Business Verification Test delivery.
• Responsible for the day-to-day management of the Team. Will have the skills to apply all Human Resources (HR) related policies and practices and be able to carry out all aspects of people management such as Attendance Management, Disciplinary.

Person Specification

• You understand how to run a quality service, with knowledge of services within MOJ Digital.
• You have an understanding of Case Management Systems, with knowledge of Probation applications and their wider digital applications.
• You are able to investigate problems and opportunities in existing processes, contribute to recommending solutions.
• Under direction you are able to identify and engage with users to collate user needs evidence. Explain the difference between user needs and the desires of the user and champion appropriate change based on user feedback.
• See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
• Evidence of your skills and experience of the three criteria from the person specification above (no more than 250 words) giving clear examples of work you have undertaken:
• You understand how to run a quality service within MOJ Digital.
• You have an understanding of Probation applications and contribute to continuous improvement of system processes or services
• Be able to investigate problems and opportunities in existing processes, contribute to recommending solutions.

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.

Hybrid Working Arrangements

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). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. 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: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale (any legacy arrangements/locations will need to be amended). 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. MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer. All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Disability Support

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 TBS Recruitment Enquiries Team. For more information on applying for a role as a candidate with a disability or long‑term condition, please watch our animated videos.

Redeployment Interview Scheme

Redemption interview scheme: Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'. MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Managing a Quality Service Experience

We will assess your experience for this role via the following methods CV or Work History, Experience Questions Experience Questions Application Form Question Word Limit 250 Evidence of Experience CV or Work History, Experience Questions Technical Technical Questions Application Form Question Word Limit 250 Be able to investigate problems and opportunities in existing processes, contribute to recommending solutions. Under direction be able to identify and engage with users to collate user needs evidence. Explain the difference between user needs and the desires of the user and champion appropriate change based on user feedback.

Salary and Benefits

The national salary range is £42,914 - £46,182, London salary range is £49,325 - £53,081. Your salary will be dependent on your base location. You will receive a range of excellent benefits when you join our department, including:

• A generous employer pension contribution of 28.97% through the Civil Service Pension Scheme.
• 25 days of annual leave, (increasing to 30 days once you have reached 5 years of service), plus 8 bank holidays and a privilege day for the King's birthday.
• Flexible working arrangements including hybrid working, working part time or compressed hours. Designed to support a positive work-life balance.
• Employees are allocated 10% of their working time for personal and professional development.
• 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.
• 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!
• Base salary for this role is from £49,325 - £53,081 [London] & £42,914 - £46,182 [National]
• Existing Civil Servants moving on a level transfer will retain their current base salary or move to the minimum of the pay band for the role, whichever is higher.
• Existing Civil Servants who are promoted will either move to the bottom of the new grade's pay band or receive a 10% uplift, whichever provides the greater increase.

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 directly 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.
• Eligibility Staff on fixed term appointments must have been recruited through fair and open competition. Vacancies advertised "cross‑government" are only open to all Civil Service employees and employees of accredited non‑departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.
• Support A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

Working for the Civil Service

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