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 Problem, Event and Knowledge Manager
Vacancy number: 82783
Location: National*

Closing Date: 15th January
Interviews: W/C 29th January

Grade: G7
(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)
Salary: London: £58847 - £66670 (which may include an allowance of up to £4828) National: £54358 - £61585 (which may include an allowance of up to £2517)
Working pattern: Full-time, part-time, flexible working, job share
Contract Type: Permanent

*We are currently offering hybrid working which includes 2 days per week in your local office. Office locations can be found Map of Offices

The Role

We’re recruiting for a Senior Problem Event & Knowledge Manager here at Justice Digital, to be part of our warm and collaborative Service Operations team.

As a Senior Problem, Event and Knowledge manager you will input to the development and delivery of a high-quality Problem, Event and Knowledge Management process to be consistently delivered across the MoJ Estate. This includes diverse portfolios such as MoJ HQ, LAA, HMPPS, HMCTS.

You will be working in a Service Integration and Management (SIAM) model and essential to your success will be the ability to build and maintain effective relationships with a variety of suppliers, both internal and external.

You will support the lead in the implementation and continuous improvement of the process and supporting systems into the Authority and ensure that the team has a strategy and roadmap for evolving our operational processes and capability.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Justice Digital strategy 2025

Key Responsibilities:

●    Ensures that potential continual service improvements and risks relating to Problem Event and Knowledge management are identified, logged and progressed.  
●    Managing the Integration, coordination and assurance of IT suppliers’ problem, event and knowledge management activities.
●    Continual assessment and monitoring of potential problems and the benefits that may result in the conclusion of problem records.
●    Ensures that monitoring tools are in place and the appropriate data to support Event Management is gathered.
●    Working with the team Lead to enhance and mature the problem, event and knowledge management processes.
●    Lead on how problem, event and knowledge capabilities, including strategy, process and governance, are organised and delivered to all users.
●    Support the development and documentation of the process, procedures, activities and responsibilities in the Problem, Event and Knowledge Management processes.
●    Provide regular feedback to the Senior Leadership team on efficiency of Processes and Procedures.
●    Interfaces with the appropriate service management processes to identify lead and deliver service improvements.
●    Input to enhance the governance structure incorporating all relevant IT suppliers for the management of Problem records, events and knowledge articles within the organisation.
●    Provide assurance over the quality of supplier problem, event and knowledge management work, and seek to resolve any issues resulting from this.
●    Provide adhoc reporting for senior management on the teams delivery against objectives. 
●    Ensure that the knowledge articles are managed in accordance with the MoJ’s processes and procedures. 
●    Ensure the regular review of the teams problem records leading on any escalation and removing blockers to deliver effective root cause analysis. 
●    Ensure Proactive problem management reviewing up to 6 months data highlighting potential improvements, knowledge gaps and known errors ensuring these are in place across all services. 
●    Build process level engagement interfaces into core projects and programmes within the MoJ.

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.
●    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 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

●    Strong leadership skills with the ability to manage high priority problem records to conclusion with continual service improvements and risks identified and mitigated.
●    Experience of managing the knowledge management function identifying and implementing improvements to enhance service to end users.
●    The ability to lead, energise and direct multifunctional service teams. Experience of developing teams and raising performance standards.
●    Experience of managing Events on the service tool and a strong understanding of event thresholds.
●    The ability to collaborate with cross-functional IT teams, suppliers, stakeholders and business users to deliver enhanced services.
●    Strong analytical and problem-solving skills, with the ability to diagnose complex problem records supporting problem managers in identifying and implementing permanent fixes
●    Understanding of ITIL v4 or v3 lifecycles and the interaction points of key processes such as Event, Problem, Incident and Change Management.

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.

Person specification

Please refer to attached 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 statement of suitability (of 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 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 - 

• Experience of managing the knowledge management function identifying and implementing improvements to enhance service to end users.
• The ability to lead, energise and direct multifunctional service teams. Experience of developing teams and raising performance standards.
• The ability to collaborate with cross-functional IT teams, suppliers, stakeholders and business users to deliver enhanced services.
• Strong analytical and problem-solving skills, with the ability to diagnose complex problem records supporting problem managers in identifying and implementing permanent fixes.
• Understanding of ITIL v4 or v3 lifecycles and the interaction points of key processes such as Event, Problem, Incident and Change Management.

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

• Communicating and influencing 
• Changing and improving
• Making effective decisions
• Leadership 
• Managing a quality service 

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.

Should we receive a high volume of applications, a pre-sift based on “Understanding of ITIL v4 or v3 lifecycles and the interaction points of key processes such as Event, Problem, Incident and Change Management” 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.