Incident Service Manager (Ref: 85700)
Ministry of Justice
About the job
Job summary
These positions are 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.
Incident Service Manager
Location: National*
Closing Date: 9th April
Interviews: W/c 22nd April
Grade: SEO
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary: £45,824 - £50,039 which may include an allowance of up to £2,251 (London); £39,868 - £43,535 which may include an allowance of up to £2,057 (National)
Working pattern: Full time, Part time, Flexible working, Job share
Contract Type: Permanent
Vacancy number: 85700
*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 an Incident Service Manager here at Justice Digital, to be part of our warm and collaborative Service Operations team.
This role aligns against IT Service Manager from the Government Digital and Data Framework.
The Incident Service Manager is a key member of our Incident Management team, who oversees and manages the heightened priority 3 incidents. This role demands a vigilant and proactive individual who can effectively deal with incidents in a fast-paced environment, especially those that are complex, lack ownership, or are at risk of escalating. The successful candidate will have the ability to analyse and reassess incident priorities, collaborate closely with Product or Service Owners and internal and external stakeholders, and ensure incidents are resolved.
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:
Monitor and manage heightened priority three incidents where they are complex, unclear, or at risk of escalating, and ensure that they are resolved in a timely manner.
Work closely with the Product or Service Owners, Major Incident Management, Problem Management, Service Desk, and other relevant teams to coordinate the incident response and recovery.
Review and reassess the incident priorities based on the business impact and urgency and escalate the incidents to the appropriate level if needed.
Conduct bridge calls and communicate with the internal and external stakeholders on the incident status, progress, and resolution.
Analyse and identify the trends and patterns of the priority 3 and 4 incidents and propose and implement solutions to prevent or reduce the recurrence of the incidents.
Find ways to improve the user experience for repeat issues, such as introducing self-log options for the incident type.
Maintain and update the documentation related to the incident management, such as the service owner matrix, incident reports, and lessons learned.
Interface and collaborate with the Compliments, Complaints & Escalations team to help them find a support route for the users where there may be a knowledge gap.
Proactively monitor the proactive priority 2 incidents to identify whether they will become more of an impact and take preventive actions.
Build and maintain strong relationships with the stakeholders and suppliers.
Be part of “Out of Hours” Major Incident Support Team for which an allowance is payable. The out of hours period is defined as weekday evenings from 19.00 through to 07.00 the next day, and 24/7 across weekends and bank holidays. Expected coverage will be one week every two months.
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
Experience in Incident Management or a similar role within IT Service Management.
Knowledge of ITIL frameworks and best practices within Incident Management.
Able to analyse incident data to identify trends and insights for process improvements.
Excellent communication and interpersonal skills.
Experience in managing relationships with internal and external stakeholders, particularly in high-pressure situations.
Willingness to be assessed against the requirements for SC 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.
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 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 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.
Nurturing professional and interpersonal networks including those for Carers & 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.
How to Apply
Candidates must submit a CV and Personal Statement. Your Personal Statement should be no more than 500 words and should describe how you meet the following 3 requirements from the Person Specification:
Experience in Incident Management or a similar role within IT Service Management.
Knowledge of ITIL frameworks and best practices within Incident Management.
Experience in managing relationships with internal and external stakeholders, particularly in high-pressure situations.
Please note, applications submitted without a Personal Statement will not be considered.
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:
Communicating and Influencing
Delivering at Pace
Making Effective Decisions
Working Together
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 your experience in Incident Management or a similar role within IT Service Management will be conducted before 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 the role and salary arrangements.
If you have any questions, please feel free to contact recruitment@digital.justice.gov.uk
Person specification
Please refer to attached job description.Benefits
Alongside your salary of £39,868, Ministry of Justice 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
Candidates must submit a CV and Personal Statement. Your Personal Statement should be no more than 500 words and should describe how you meet the following 3 requirements from the Person Specification:
Experience in Incident Management or a similar role within IT Service Management.
Knowledge of ITIL frameworks and best practices within Incident Management.
Experience in managing relationships with internal and external stakeholders, particularly in high-pressure situations.
Please note, applications submitted without a Personal Statement will not be considered.
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:
Communicating and Influencing
Delivering at Pace
Making Effective Decisions
Working Together
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 your experience in Incident Management or a similar role within IT Service Management will be conducted before 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.
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
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.