Job summary
This is a Nationally based role
Job description
HM Courts and Tribunals Service
Directorate: Digital Technology Services (DTS)
Pay Band: Grade 7
Job Title: Service Support Architect
Location: London / National
Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability). The frequency may increase in the future
Interview: Video conference via Teams
Term: Permanent
This opportunity is available on level transfer and Temporary Responsibility Allowance/Temporary Promotion. The successful candidate will be expected to return to their substantive role at the conclusion of the secondment.
GDD:
Government Digital and Data (GDD)) Profession Capability Framework and Success Profiles Frameworks. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the IT Operations Family, is a Service Transition Manager role at Lead Service Transition Manager level, but carries the title Service Support Architect within DTS.
Reserve List:
HMCTS run a Reserve 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. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.
Introduction:
These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.
HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.
DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.
Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service
Job Description:
The post holder will be an integral part of the Service Design and Transition (SD&T) Team, working across all business programmes to deliver SD&T functions to Digital and Technology Services (DTS).
This role is positioned within Live Operations and reports directly to the Head of Live Services. The post holder will join a dynamic and expanding team composed of both contracted resources and civil servants. Their primary responsibilities include developing the function to align with the department's Target Operating Model and leading on transition planning and resource coordination. This ensures that services are seamlessly transitioned into live operations with a robust IT Service Management (ITSM) support structure that meets both business and operational requirements.
Key Responsibilities:
- You will lead the implementation of the Service Design and Transition (SD&T) governance for Digital and Technology Services (DTS). This role involves collaborating with various programmes and departments, each with unique working agreements and service levels, to embed standards and controls across service design and transition. Your efforts will ensure that these standards are consistently maintained, thereby assuring high-quality service support.
- Responsible for the planning and coordination of resources alongside the Demand Management team to ensure services are transitioned into ITSM Service Operations
- Represent DTS and provide expert input and support to various governance boards which are attended by senior stakeholders including Directors, this includes the HMCTS Transition Authority and the Service Design Authority.
- You will be involved in a variety of service design activities across programmes and within the directorate to understand the varying levels of complexities in each area to deliver a fully supported service
- Ensure services being transitioned meet the agreed criteria’s before accepting services into live working with Heads of Service to ensure agreement for acceptance in to Live.
- Prioritise and deconflict transition activities for DTS using organisational priorities, acting as escalation point for Service Design management activities
- Identify gaps in support structure and creatively seek the best way to put formal structures in place with agreed SLAs
- Identify opportunities for improving service delivery and support processes. Implement best practices and innovative solutions to enhance service performance.
- Produce and maintain comprehensive, standardised templates and documentation for service designs, including service level agreements (SLAs), operational level agreements (OLAs), and service catalogues
- Build and maintain a good working relationship with project teams and other key stakeholders and ensure conformity 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 as part of the transition work
- Responsible for ensuring identified risks & issues are escalated and managed
- Work with service and product stakeholders to ensure changing needs are reflected in service support structures and models
Person Specification:
- We’re looking for someone who has an extensive track record in service management and service operation with expertise in Service architecture or transition and is fully conversant in ITIL practices. 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 creatively whilst understanding industry standards and what it takes to deliver a high 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 will have great analytical skills and attention to detail, 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.
Essential Criteria:
- Have experience of leading others in Service Support Architecture or Transition to a high standard in a fast-paced environment
- Demonstrate ability of working collaboratively across functions and building positive relationships
- Firm understanding of ITIL framework with relevant qualifications.
- Proficiency in service configuration and portfolios
- Ability to analyse complex business requirements and translate them into effective service solutions.
- Expert in Service Support Architecture Principles and working practices.
- Strong experience and understanding of the digital agenda within the public sector.
- Strong problem-solving skills with the ability to think strategically and implement practical solutions.
- Experience in advising and integrating services comprising different tools, providers, processes and teams.
Desirable Criteria:
- Knowledge and understanding of Service support within cloud infrastructure and hosting, particularly in Azure
- Familiarity with GDS Design Principles and/or twelve-factor application design principles for cloud-native apps
Application process:
The following areas of Success Profile Frameworkwill be used to assess and score your application during the sift, and interview.
Experience – As demonstrated in your Application Form.
GDD Assessment – During the interview, you will be assessed against the GDD skills and framework below.
- GDD Skill 1 - Service Focus
- GDD Skill 2 - Ownership and Initiative
- GDD Skill 3 - GDD User Focus
- GDD Skill 4 - Community Collaboration
Behaviours – You will be required to provide evidence of the following key behaviours at G7 Level.
- Making Effective Decisions
- Seeing the bigger picture
- Communicating and Influencing
- Leadership
Person specification
Please refer to the job description
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Seeing the Big Picture
- Communicating and Influencing
- Leadership
Technical skills
We'll assess you against these technical skills during the selection process:
- GDD Skill 1 - Service Focus
- GDD Skill 2 - Ownership and Initiative
- GDD Skill 3 - GDD User Focus
- GDD Skill 4 - Community Collaboration
Benefits
Alongside your salary of £56,532, HM Courts and Tribunals Service 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
Things you need to know
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.
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.
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 also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
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).
Apply and further information
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 :
- moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
- Telephone :
- 0345 241 5359
Recruitment team
- Email :
- moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
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 (Moj-recruitment-vetting-enquiries@gov.sscl.com) 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/7157?entityId=7157
