Lead Service Manager (Ref: 13962)

Job summary

This position is based Nationally

Job description

Lead Service Manager - Event Management

Location: National*

Closing Date: 2nd February

Interviews: Week commencing 9th February

Grade: 7

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

Salary:

National: £58,511-£65,329

London: £63,343-£70,725 (which may include an allowance up to £332)

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

Contract Type: Permanent

Number of Roles: 1

*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 Lead Event Management Service Manager

here at Justice Digital, to be part of our warm and collaborative Technology Operations team.

Technology Operations (Tech Ops) sits at the heart of Justice Digital, ensuring our technology services are stable, secure and continually improving for the 100,000+ users who rely on them across the Ministry of Justice.

Tech Ops brings together service management, engineering, monitoring and automation to deliver resilient, high-performing technology.

This role aligns with ‘Head of IT service management’ in the Government Digital and Data FrameworkIT service manager - Government Digital and Data Profession Capability Framework

The Event Management Service is a new capability that will strengthen how we detect issues, understand service health and prevent disruption. As Lead Event Management Service Manager, you will design and mature this function, establishing a clear approach to monitoring, observability, event correlation and proactive intervention.

You will work closely with Service Resilience, Major Incident Management and engineering teams to improve early detection, reduce major incident impact and embed a culture of proactive, data-driven operations. The role also shapes our use of modern operational practices such as automation, service reliability standards, ensuring new and existing services are operationally ready and continually improving.

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:

• Establish and lead a robust, intelligence-led Event Management Service, aligned with ITIL best practice and Technology Operations governance.

• Strategic thinking - lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met

• Design and maintain clear, effective operating procedures to ensure consistent, high-quality delivery across all service areas.

• Ensure critical services transition into the Event Management framework with defined monitoring standards, ownership, and thresholds.

• Service focus - see the bigger picture by taking groups of services and investigating how to get the best of underlying services

• Oversee timely detection, categorisation, prioritisation, and escalation of events that could impact business-critical services.

• Lead event correlation and trend analysis to identify patterns and early warning indicators, escalating findings to prevent incidents.

• Collaborate closely with Incident, Problem, and Change Management to enhance service stability, reduce repeat incidents, and improve overall resilience.

• Continual service improvement - lead and develop a team of experts to deliver service improvements

• Stakeholder Relationship management - build long-term strategic relationships and communicate clearly and regularly with stakeholders, supporting mutual needs and commitments while focusing on user needs

• Ownership & initiative - take accountability for issues that occur and be proactive in searching for potential problems

• Technical Understanding – show a thorough understanding of the technical concepts required for the role and can explain how these fit into the wider technical landscape.

Additional Responsibilities

Your additional responsibilities may include but are not limited to:

• Line manager support, guidance and mentoring for more junior or new members of staff

• Contribution to corporate activities such as membership of a project board or internal network

• Lead activities and knowledge sharing as part of the profession Community of Practice

• Contribute to / participate in cross-government forums as appropriate

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 King’s 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.

• Some offices may have a subsidised onsite Gym.

Person Specification

Essential

• Continual service improvement - analyse current processes, and identify and implement opportunities to optimise them and lead and develop a team of experts to deliver service improvements

• Ownership & initiative - take accountability for issues that occur and be proactive in searching for potential problems, focussing on achieving excellent user outcomes

• Stakeholder Relationship management (IT Operations) - manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured. Also, influence important senior stakeholders and arbitrate when blockers are escalated. Finally, facilitate discussions across high risk and complex areas or projects under constrained timelines

• Service focus – ensure that service focus is championed within your team and actively recommend its adoption

• Service management framework knowledge - demonstrate an industry understanding of how to implement the framework into numerous environments

• Strategic thinking - lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met

• Technical Understanding - show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape

• Knowledge of event correlation, monitoring tools, and automation practices.

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.

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 see attached Job Description

Benefits

Alongside your salary of £58,511, Ministry of Justice contributes £16,950 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

How to Apply

Candidates must submit a CV (no more than 2 pages) and Personal Statement. Your Personal Statement (no more than 750 words) should highlight your relevant experience and skills, supported by clear examples of work you have undertaken. It must address the following criteria, listed within the Person Specification. Please structure your response using a separate paragraph for each:

• Stakeholder Relationship management (IT Operations) - manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured. Also, influence important senior stakeholders and arbitrate when blockers are escalated. Finally, facilitate discussions across high risk and complex areas or projects under constrained timelines

• Service management framework knowledge - demonstrate an industry understanding of how to implement the framework into numerous environments

• Technical Understanding - show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape

• Knowledge of event correlation, monitoring tools, and automation practices.

Should we receive a high volume of applications, a pre-sift based on the following criteria will be conducted before the sift.

• Service management framework knowledge - demonstrate an industry understanding of how to implement the framework into numerous environments

• Knowledge of event correlation, monitoring tools, and automation practices.

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.

Application Guidance

Please access the following link for guidance on how to apply and how to complete a Personal Statement

Application Guidance

In Justice Digital, we recruit using a combination of GDD Skills Skills A to Z - Government Digital and Data Profession Capability Framework andSuccess Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

• Changing and improving

• Communicating and influencing

• Delivering at pace

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

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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5359

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

https://www.jobtrain.co.uk/justicedigital/Job/JobDetail?JobId=943

Attachments

Lead Event Management Service Manager V1.1 (3) Opens in new window (docx, 56kB)