About the job

Job summary

This position is based Nationally  

 

Job description

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Customer and Delivery Lead (Continual Improvement)
Location: National

Closing Date: 4th February
Interviews: 15th & 16th February

Grade: G7
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: London: £58-847 - £66,670, National: £54,358 - £61,585

Working pattern: Full time, Part time, Flexible working

Contract Type: Permanent

Vacancy Number: 83634

*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 Customer and Delivery Lead here at Justice Digital, to be part of our warm and collaborative Service Operations team.

This opportunity will be for an enthusiastic and seasoned Customer and Delivery Lead who is happy to lead but also be involved hands-on as well. As a Customer and Delivery Lead, you will enable continual service improvement through agile methodologies to be consistently delivered across the MoJ Estate. This includes diverse portfolios such as MoJ HQ, LAA, HMPPS, and HMCTS. You will have the ability to build and maintain effective relationships with a variety of suppliers, both internal and external.

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:
You role will include, but may not be limited to;

    •    Approving and prioritising continual improvement initiatives.
    •    Aligning approved initiatives to the Justice Digital strategy.
    •    Defining clear and measurable objectives.
    •    Applying agile methodologies.
    •    Leveraging data-driven insights to identify potential process bottlenecks, redundancies, and inefficiencies, providing well-reasoned.
    •    Facilitating ‘Inception’ events, capturing key outputs, suggestions, and other significant insights during the workshop activities.
    •    Producing a comprehensive storyboard showing the end-to-end roadmap required to realise identified benefits.
    •    Identifying and collaborating with key stakeholders.
    •    Effectively communicate ideas and reasoning behind proposed continual improvements, including business benefits and anticipated results.
    •    Capturing baseline data and objective key results so that continual improvements can be measured.
    •    Aligning continual improvements to Justice Digital primary goals, to ensure that enhancements contribute directly to strategic objectives.
    •    Sharing outputs (both positive and otherwise) with the business and support teams by maximising the use of the Know the Thing SharePoint site, periodic reporting packs and collaboration stand-ups.
    •    Leading the continual improvement governance framework.
    •    Represent real world situations at varying levels of detail or complexity, to aid the communication and understanding of different scenarios (existing, proposed, or conceptual).

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

Person Specification

Essential

    •    Continual Service Improvement. Proven experience analysing current processes, identifying and implementing opportunities to optimise processes, leading and developing a team of experts to deliver service improvements. You help to evaluate and establish requirements for the implementation of changes by setting policy and standards. You know how to lead a continual planning process in a very complex environment. You can plan beyond product delivery. 
    •    Service Management Framework Qualification. You have an in-depth understanding of Service Management Framework principles and processes and the ability to apply your technical knowledge in project or programme activities. You should have a minimum Level 3 or 4 Service Management Framework qualification.
    •    Strategic Thinking and Service Focus. You can define strategies and policies, providing guidance to others on working in the strategic context. You know how to evaluate current strategies to ensure business requirements are being met and exceeded where possible seeing the bigger picture.
    •    Ownership & Initiative. You can take accountability of issues that occur and be proactive in searching for potential problems. You know how to achieve excellent user outcomes.You can identify dependencies in plans across services and coordinate delivery. 
    •    Changing & Improving. You can apply structured approaches to identify, investigate, analyse, and communicate complex business problems and opportunities. You can analyse data and information relating to business goals, objectives, functions, and processes. You can define requirements to improve processes, systems, and services.
    •    User Focus. You know how to collaborate with user researchers and can represent users internally. You understand the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to be used. 
    •    Team Dynamics and Collaboration. Proven experience building a successful delivery team and understanding team styles and how people work together. You can maintain, influence, and motivate a team, give, and receive feedback, facilitating the feedback loop. You have experience in ensuring the health of the team and can facilitate conflict resolution, accelerating team performance. You ensure the team is transparent and that the work is understood externally. 
    •    Working Together in an Agile Environment. You know how to create an open and collaborative environment to work in, you can be flexible, adaptable and have a willingness to learn. You can recognise how people best work together, facilitating the best team makeup depending on the situation. You collaborate through agile and lean processes.
    •    Stakeholder Management. You know how to influence stakeholders and manage relationships effectively. You can build long-term strategic relationships. You know how to facilitate and deliver business outcomes. You can mediate between people and mend relationships, communicating with stakeholders at all levels. You can manage stakeholder expectations and facilitate discussions about high risk and complexity even within constrained timescales.

Willingness to be assessed against  the requirements for SC clearance

We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of 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.

Benefits
    •    37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
    •    We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
    •    10% dedicated time to learning and development with a budget of £1000 a year per person
    •    Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
    •    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 Careers & 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.
    •    Free membership to BCS, the Chartered Institute for IT.
    •    Some offices may have a subsidised onsite Gym.

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £54,358, Ministry of Justice contributes £15,165 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

Candidates must submit a CV and Supporting Statement of no more than 750 words, which describes how you meet the requirements set out in the Person Specification above.

In Justice Digital, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

• Seeing the Big Picture
• Changing and Improving
• Communicating and Influencing
• Working Together
• Making Effective Decisions

Your application will be reviewed against the Person Specification above by a diverse panel. 

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference. There will be a short presentation topic based around the role and your experience related to Continuous Improvement Methodologies if invited to interview.

Should we receive a high volume of applications, a pre-sift based on your Continual Service Improvement experience will be conducted prior to the sift.

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

A reserve list may be held for a period of 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. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). 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.