About the job

Job summary

Please refer to Job Description

Job description

HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS) 

Pay Band: SEO

Job Title: Incident Management Lead        

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

Term: Permanent

Interview: Video conference via Teams

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

DDaT:

Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT 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 Job Family, is an Incident Manager role at Incident Manager level, but carries the title Incident Management Lead 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 role has management and leadership responsibility within the HMCTS Digital and Technology Services for digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.

The Incident Management Lead will be responsible for ensuring that we  restore normal service operations as quickly as possible and minimise any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained, resolving faults or passing to problem management to investigate and resolve, or both. This can include ensuring that SLA’s are continually achieved, and provide guidance for all current and new HMCTS Digital products. As Incident Management Lead, you will oversee the management of significant outages and crises and ensure these are reported  to problem management. You will also be expected to work closely with workplace services, infrastructure, applications operators and communication managers to resolve incidents.

The Incident Management Team participate in an Out of Hours Rota to provide 24*7 support to critical services. In the event of a high priority incident occurring their role is to coordinate and communicate resolution activity.

The role reports to the Service Support Lead and will have line management responsibility for the Incident Managers (SEO) in the DTS Live Operations team, who will work together to share expertise and provide cover.

Key Responsibilities:

• Understand the availability and capacity management processes and how they are used across large estates in order to effectively manage service components to ensure they meet business needs and performance targets.
• Analyse and assess impact and develop and document change requests. Implement changes based on requests for change.
• Work collaboratively within a group, actively working with others and varying feedback for the appropriate time to ensure the discussion fits. Use initiative to identify problems or issues in the team dynamic and rectify them. Pull out issues through agile health-checks with the team to provoke the right responses.
• Responsible for identifying process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Responsible for the management of and adherence to the IT standard continuity management processes and the process around service continuity to ensure service availability can be maintained at all times using the correct procedures.
• Oversee the investigation and resolution of incidents. Diagnose and prioritise incidents, investigating their causes and finding resolutions.
• Take accountability of issues that occur and own an issue until a new owner has been found or the problem has been mitigated or resolved, to achieve excellent user outcomes.
• Monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Assist in determining the appropriate remedy and assist with implementation of it as well as preventative measures.
• See the bigger picture and investigate how to get the best from digital services.
• Understand core technical concepts related to the role and apply them with guidance.
• Responsible for identifying needs and engage with users or stakeholders to collate user needs. Understand and define requirements that fit business needs, using quantitative and qualitative data about users to turn user focus into outcomes.
• Act as a Process Sponsor for the Incident and Major Incident Management processes and procedures, ensuring these are being followed consistently and being adhered to.
• Responsible for the resourcing and development of the Incident Managers with the support of the G7.
• Responsible for ensuring DTS has adequate Incident & Major Incident Managers to cover in hours and out of hours coverage, ensuring this is continuously reviewed based on changing requirements.

Analysis:

• Oversee the preparation and maintenance of analysis of data and requirements to understand user needs, offering guidance and communications to support operating and improving their performance of the Service Management team for Incident Management.
• Establish training needs and knowledge transfer requirements, ensuring these are delivered where required.
• Act as a central contact point for all digital and technology Incidents related to DTS Live Operations.

Skills & Experience:

• We’re looking for an individual with strong interpersonal skills who likes working with delivery focused and agile multidisciplinary teams. 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:

• An in-depth understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
• Experience of working collaboratively with Senior Heads of Departments and multi-disciplinary teams.
• Experience of working in large, complex organisations.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
• A track record of delivering significant change which improves business effectiveness in sustainable ways.
• Ability and experience of engaging with senior management and stakeholders and leading the representation of your work.
• Strong problem-solving abilities and analytical skills.
• Experience in identifying service / product gaps and managing these continual service improvements, issues and risks to ensure stable and successful Operation of your Product/Service.
• Either a strong technical background with a high level of technical knowledge and experience with workplace products and/or infrastructure services or a strong business background with an understanding of HMCTS users and the technology used.

Application process:

The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview.

Experience - As demonstrated in your application form.

Strengths – The interview will involve a discussion around 1 strength

DDaT Assessment – During the interview, you will be assessed against the DDaT framework

Behaviours – You will be required to provide evidence of the following key behaviours at Level 3

• Managing a Quality Service
• Changing and Improving
• Communicating and Influencing

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £39,868, HM Courts and Tribunals Service contributes £10,804 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

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