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.

Senior Operations Manager.

Location: National*

Closing Date: 9th May

Interviews: Week commencing 20th May

Grade: G7

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

Salary: National: £54358 - £61585 (which may include an allowance of up to £2517) London: £58847 - £66670 (which may include an allowance of up to £4828)

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

Contract Type: Perm

Vacancy number: 86618

*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

The Technology Team designs, delivers and supports the core infrastructure and systems that enable End User Compute Services and line of business applications for over 100,000 Ministry of Justice users across over 800 locations. 

We are recruiting for Senior Operations Managers (SOM) to work alongside the Service Owners within the Technology Services Teams. The role is responsible for supporting the identification of Strategy, Operation and ongoing management of a range of services used by 100,000+ End Users across the Ministry of Justice.  

This role aligns against Head of IT Service Management from the Government Digital and Data Framework

The Senior Operation Manager (SOM) will be supporting the Service Owners responsible for the end-to-end service delivery working capabilities within the Service Area. 

Generally, Senior Operations Managers across the service areas are responsible for : 

• Managing service operations 
• Service and asset performance management 
• Senior stakeholder management and communication 
• Market awareness and product knowledge 
• Supplier Governance 
• Service value management 
• Embedding process change 
• Keep up-to-date progress records 
• Leading on major incidents and resolving problems to improve products and services 
• Manage service improvement 
• Manage budgets and expenditure 
• Agree to service commercial framework 

Each Senior Operations Manager will work as a Service Owner and have specific responsibilities for a functional area of work. 

The Role of Senior Operations Manager (SOM)

You will: 

The SOM will work collaboratively with  

• Service Owner 
• Peer SOMs within the EUC team 
• MOJ Technical Architecture and Service Operations teams 
• 3rd party Service Managers, Project and Technical leads 
• Key MOJ stakeholders  

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:

• Working with the Service Owner and Product Leads to ensure Services/Products are used effectively within MOJ and that delivery of solutions and functional use aligns with MOJ standards and industry best practices.
• Works with the above and other interested parties, in the development and delivery of the Service strategic roadmap.
• Developing key metrics, dashboards, reports etc around the utilisation of tools, technologies and products to support investment activities in these areas  
• Working with service providers, 3rd parties, service operations, and business engagement to ensure evolving business needs are continuously met. Additionally, to work with providers to ensure that solutions are delivered in a secure, robust manner in line with best practice 
• Ensuring that implemented solutions are simple, easy to use and are delivered in a user-centric way
• Identifying user requirements through user experience to inform features and products and procurement activity and align with Product Leads to deliver these through product roadmaps 
• Identifying requirements and presenting them in business case and procurement-ready formats to gain approvals and/or go to market  
• Collaborate with operations and support teams to provide direction/support, improve processes, improve efficiencies, and enhance the overall user experience. 
• Supporting procurement activity alongside Commercial colleagues 
• Managing and reporting on multiple suppliers’ delivery and performance against contractual requirements and attending vendor review sessions 
• Monitoring performance of the relevant service line working with architects and engineers to identify continuous service improvements 
• Working with internal teams and suppliers to identify resolutions to incidents and problem tickets and utilise this data to improve the service of a product 
• Developing strong relationships with a range of stakeholders and key vendors 

We are recruiting several Senior Operations Managers across EUCS. If you are interested in joining us you should have experience in one or more of the following service areas.   In your application, please indicate your areas of experience: 

• Device Management
• File and Data Management
• Infrastructure
• Service Improvement
• Print Management  

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.
• 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.

 Person Specification

Essential

• Experience in operations of a large enterprise and or projects. 
• Able to proactively manage exceptions and challenges. 
• Experience with change processes and governance. 
• Working knowledge of end-user environments and experience in one or more of the service areas listed above
• A good understanding of Microsoft and other environments and the underpinning products and technologies including M365, MS Teams, SharePoint Online, Active Directory and Azure Active Directory. 
• Keeping abreast of changing trends and market developments of current and future technologies. 
• Management of external supplier networks. 
• Capacity management and service optimisation. 
• Transitioning away from legacy technologies 
• Use and awareness of recognised methodologies - ITIL, Agile, Prince2 project management  

Willingness to be assessed against  the requirements for BPSS 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.

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

How to Apply

Candidates must submit a personal statement (max 750 words) and CV, which describes how you meet the requirements set out in the Person Specification above.

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:

• Leadership 
• Communicating and influencing 
• Working together 
• Changing and improving 
• Managing a quality service 

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 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. 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.