About the job

Job summary

This position is based nationally

Job description

Major Incident Manager (IT)

Location: National

Closing Date: 11th July

Interviews: w/c 22nd and 29th July (TBC)

Grade: SEO

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

Salary: National: £39868 - £43535 (which may include an allowance of up to £2057) London: £45824 - £50039 (which may include an allowance of up to £2251)

Working pattern: Full-time, part-time, flexible working

Contract Type: Permanent

Vacancy number: 88284

*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 Major Incident Manager here at Justice Digital, to be part of our warm and collaborative Service Operations team.

This role aligns against Senior IT Service Manager from the Government Digital and Data Framework.

As a Major Incident Manager, you will contribute to the improvement, enhancement and delivery of a high performing Major Incident Management service consistently delivered across the MoJ Estate. This includes diverse portfolios such as MoJ HQ, LAA, HMPPS, HMCTS. Essential to your success will be the ability to build and maintain effective relationships with internal and external suppliers, MoJ stakeholders and business users. You will be responsible for the control of High Priority and Major Incidents to resolution.

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:

• Operate and maintain the incident management process, procedures and policies.

• You will be responsible for the control and management of IT High Priority and IT Major Incidents to resolution.

• Manage the service components to ensure they meet the business needs and performance targets.

• Drive the resolution of major issues by internal and external suppliers via workaround or permanent fix. Forming collaborative action plans with specific actions, owners and deadlines, ensuring these are completed.

• Send communications providing details of a high priority to agreed receivers, in an agreed time frame as detailed in the MoJ process and procedure.

• Ability to prioritise multiple high priority incident issues at any given time without sacrificing users experience of MoJ IT Services.

• Complete the Major Incident Review (MIR) process for all high priority incidents and major incidents. Ensuring the MIR is complete and documented, identifying lessons learnt and actions that need to be complete to ensure the incident does not reoccur.

• In the event a high priority incident is resolved via a workaround, you will engage with the Problem team for the root cause to be identified and resolved where possible.

• Build effective relationships with internal and external suppliers, business representatives, Service/Product owners and ITSM colleagues to be able to triage a high impacting incident, to ensure the right people are engaged at the right time through to resolution. 

• Represents the team on all Change Advisory Boards, Major Change walk through, and support Early Live Support (ELS) where necessary.

• Confidently identify and gather data that will enable the creation of reports that provides intelligent information for Management Information (MI), reoccurring incident, identification of underlying/unidentified issues that can be proactively managed and support the reduction of IT Incidents by identify preventative measures. 

• Responsible for identifying, implementing and supporting continual service improvements and can deliver best practice against Incident Management workflows in the form of knowledge articles or work instructions.

• Identifying and raising risks with the relevant supporting data ensuring they are logged and owners are assigned.

• Continuity management - Manages the runbooks for service continuity. This includes managing the processes around service continuity and testing the runbooks to ensure that service availability can be maintained in any event.

• Be part of the “Out Of Hours” Major Incident support team. 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.

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

• Prior experience in a similar IT role; Able to drive the resolution of Major IT Incidents with internal and external suppliers via workaround or permanent fix. Forming collaborative action plans with specific actions, owners and deadlines, ensuring these are completed.

• Understanding of service management framework: 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.

• Communication Skills: Clear and effective communication when collaborating with the stakeholders, internal teams, and representing end-users in discussions.

• Problem-Solving: Strong problem-solving skills to address pain points and challenges identified through user feedback and data analysis.

• Stakeholder Engagement: Engaging with internal teams to gather additional feedback and understand broader organisational needs. Acting as a bridge between end-users and management to ensure transparent communication.

• Continual Service Improvement: Able to analyse current processes, identify and implement opportunities to optimise processes, and leads and develops a team of experts to deliver service improvements. Helps to evaluate and establish requirements for the implementation of changes by setting policy and standards.

• Broad Technical understanding: Understand the core technical concepts related to the role, and apply them with guidance.

• User focus: Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.

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.

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

How to Apply

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

Candidates who do not submit both a CV and a separate statement of suitability tailored to the role will not be invited to interview. 

Within your statement of suitability, please focus on demonstrating how you meet the following essential criteria which are being assessed at the pre-sift or sift stages;

• Prior experience in a similar role; Able to drive the resolution of Major IT Incidents with internal and external suppliers via workaround or permanent fix. Forming collaborative action plans with specific actions, owners and deadlines, ensuring these are completed.

• Stakeholder Engagement: Engaging with internal teams to gather additional feedback and understand broader organisational needs. Acting as a bridge between end-users and management to ensure transparent communication.

• User focus: Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.

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

• Changing and Improving. 

• Making Effective Decisions.

• Delivering at Pace.

• Working together. 

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 of managing Major IT Incidents 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

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.