Senior IT Service Manager
Location: National*
Closing Date: 15th March
Interviews (subject to change): 31st March, 4th April, 7th April
Grade: Grade 7
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary (for more information, please refer to the T&Cs on the bottom):
London: £61,201 - £69,338 (which may include an allowance of up to £2,474)
National: £56,532 - £64,048 (which may include an allowance of up to £343)
Working pattern: Full time, Flexible working, Job-share and part-time (min. 80%) also considered
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
This is a great opportunity for an experienced Senior IT Service Manager to work as part of the HMPPS Digital Support team, responsible for supporting users of our portfolio of Digital Services. The role is pivotal in continuing to provide a high quality service to our colleagues across HMPPS, and forms a key part of HMPPS Digital delivery practice.
This role aligns against the Head of IT service management role from the Government Digital and Data Framework.
HMPPS digital exists to create the tools that support the Prison and Probation Services so that they can provide decent, safe and productive places to live and work, and support HMPPS to protect the public and reduce reoffending by rehabilitating the people in our care through education and employment. Our Live Services mission is to ensure that the HMPPS digital 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 Live Service Support team is responsible for the overall support and reliability of HMPPS Digital Services.
This will include being able to:
* Be responsible for the service operation of a number of products which will be a mixture of legacy, digital and program related services
* Lead on major incident resolution and conduct post incident reviews to identify opportunities to reduce issues from occurring
* Coordinate software and incremental patch releases that require service outages for digital services and program led initiatives
* Maintain asset lists for hardware & software licences
* Takes 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
* Has an in-depth understanding of service management framework principles and processes and the ability to apply the technical knowledge in project or programme activities
* Able to analyse current processes, 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
* Prioritise multiple high priority issues at any given time without sacrificing SLA commitments
* Work with the service desk and technical operations to drive service improvements
* Confident in technical understanding of our end to end services
* Lead cross-functional meetings to enhance communication and understanding.
* Line manages a number of IT service managers, senior application support & application support engineers
* Provide “Out Of Hours” Major Incident support. The out of hours period is defined as weekday evenings from 18.00 through to 08.00 the next day, and 24/7 across weekends and bank holidays.
* Set an example for and encourage open, positive, and constructive communication both within the team and when communicating with other DPS teams
* Cultivate and maintain relationships with other teams within Justice Digital.
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.
* 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.
* Free membership to BCS, the Chartered Institute for IT.
* Some offices may have a subsidised onsite Gym.
Person Specification
We’re interested in people who:
* Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.
* Continual service improvement. You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.
* Service focus. You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services.
* Service reporting. You can produce relevant reports in a standard format and agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set.
* Stakeholder relationship management (IT operations). You can identify important stakeholders and relationships, and work with teams to build these relationships. You can understand how to work with stakeholders and contribute to improving these relationships.
* Technical understanding. You can understand the core technical concepts related to the role, and apply them with guidance.
Willingness to be assessed against the requirements for SC clearance.
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 a CV and a suitability statement of no more than 500 words which describes how you meet the requirements set out in the Person Specification above.
Failure to provide both documents will result in a rejection of your application.
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
A diverse panel will review your application against the Person Specification above.
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 stakeholder relationship management skills will be conducted prior to the sift.
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 & Conditions which set out how we recruit and provide further information related to theJustice Digital Recruitment Terms & Conditions role and salary arrangements.
If you have any questions, please feel free to contact recruitment@digital.justice.gov.uk