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.

Location: London (102 Petty France) or National with a minimum 2 days per week in London. Frequent travel to other locations is required.

Term: Permanent

Interview Location: Video conference via Teams

Salary range: London £41,747 - £47,591

National £36,049 - £41,095

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

DDaT:

Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance, on top of your basic salary.

This role is aligned to the Product Manager within the Product and delivery job family

Merit List:

HMCTS run a Merit List, where candidates who are unsuccessful at interview, by only a few points, can be offered other roles, at the same band, for up to 12 months!

So, it is always a good idea to apply for a role, and try as best as you can at interview, as you never know what future opportunities it may open! You will be able to view your status via the application screen. If you have been added to the Merit List, your status will show either Merit or Reserve list.

Background

These are exciting times at Her Majesty’s Court and Tribunals Service. As an agency of the MoJ, we support the judiciary across England and Wales, and we are looking for talented people to help us achieve our ambitions. It will be challenging, significant and rewarding.

Her Majesty’s Courts and Tribunals Service (HMCTS) is an agency of the Ministry of Justice (MOJ) and provides the supporting administration for the Judiciary across England and Wales. It delivers services to the public directly in court and tribunal buildings, remotely via business centres and digital services online.

The team we are building is responsible for creating high quality digital products and services, modernising the court estate, updating and replacing its technology, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and provide much improved services for service users, especially vulnerable witnesses and victims.

Please follow the link below for further information about HMCTS

https://www.gov.uk/government/organisations/hm-courts-and-tribunals-service

Job Description

Reporting to the Lead Telephony Product Manager, you will be responsible for co-ordinating the operation, support, maintenance and improvement of business-critical telecommunication services across HMCTS.

This will include all Voice products such as Internet Protocol Telephony, as well as media services such as webchat and email management as part of our Contact Centres and Courts & Tribunals Service Centres. Our overall aim is to improve operational efficiency and make contact easier for our service users.

The key part of the role will be to lead a team managing the product life cycle. They will be expected to take ownership and constructively challenge solution designs, supplier delivery processes, product choice and be able to present viable options to the business. You will contribute to the overall strategy roadmap for Telephony solutions in association with the Lead Telephony Product Manager.

Excellent communication and stakeholder management skills are required to manage supplier relationships and facilitate engagement within the business, working with but not limited to;

• HMCTS Operational Delivery Teams

• HMCTS FO programme

• DTS Service Management Team

• DTS Change Management

• Service Owners

• HMCTS Finance

• Technical Design Authority

• External / 3rd Party Suppliers

The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential.

Key responsibilities

• Constructive engagement with all of the above to facilitate successful delivery of telecommunication solutions

• Subsequently, on-going success and improvement of the telecommunication technology product(s) that support all tiers across HMCTS, ensuring services operate efficiently and effectively.

• Close working with Business Relationship Managers/Change Managers to enable collaborative working to deliver, support and enhance the needs of the business through technology, bringing an understanding of the digital marketplace, best practice and methodologies

• Supplier relationship management through:

• Supplier engagement and relationship building

• Detailed understanding of contractual requirements

• Monitoring the performance of the supplier through defined metrics, SLA's etc.

• Management of contract variations and change control process

• Engagement with HMCTS’ Commercial Team

• Define and ensure DTS sponsorship for the product definition, delivery and Technology Product Roadmap, providing information and options analysis to facilitate the decisions of Senior Stakeholders

• Creating effective, prioritised delivery plans to address user needs in a cost-effective way, based on business objectives, priorities and user requirements

• Interpreting research & feedback in order to make the correct product decisions, noting that users do not always know what they want, or what is potentially available

• Manage the product teams delivery, overseeing operational methods, procedures, facilities and tools are established, reviewed and improved continuously

• Responsible and accountable for any necessary communications about all aspects of operating and developing services delivered to HMCTS users

• Coordinate investigative work, manage problems and challenge processes, driving the collection of information and creation of recommendations for improvements

Skills & Experience:

We’re looking for a highly motivated and resilient person who meets the following criteria;

• Provide leadership and guidance to the Telephony Product Teams.

• Define and oversee strategy for the end to end product life-cycle.

• Encourage and facilitate continuous improvement of products

• A willingness to learn new ways of working with modern collaboration tools i.e. Jira, Confluence, ServiceNow and apply within their product team.

The successful candidate should be able to demonstrate the following criteria:

• Experience of building productive relationships with internal and external Stakeholders such as Technology Suppliers, Technical Architects, Transition and Release Managers, Service Designers and Service Owners.

• A willingness to take ownership of problems and propose workable solutions.

• Strong attention to detail and disciplined approach to task management.

• Understanding and focus on user needs in the context of the bigger picture.

• Work unsupervised and be adaptable to changing timelines and demands

• Prioritise work against competing priorities in a fast paced environment focused on timely and accurate delivery

• Organise own workload to meet agreed deadlines

• IT literacy, competent in Office applications, Word, Excel, PowerPoint

• Excellent communication skills

Desirable Criteria:

• Have product management and/or delivery skills at management level, preferably from running a large scale organisation service.

• A high level of experience of leading and managing telephony / service centre / contact centre products & services.

• Awareness of Agile methodology and wider project management techniques

Essential Criteria:

• You will be an individual who likes working in a delivery focused environment with multi-disciplinary teams and has worked at a leadership level

• You will have strong communication and relationship building skills and a highly collaborative team player approach as well as the ability to interact with senior stakeholders and manage feedback from multiple stakeholder groups, including the supply chain

• Take pride in representing users and enjoys the challenge of meeting user needs

• A proven track record of successfully leading and managing teams to deliver agreed goals and objectives in a delivery and operationally focussed role

• The capability to take ownership of, and improve systems and structures to deliver with more streamlined resources

• Previous experience of taking managed risks and overcoming the challenges of difficult/complex changes

• Experience of engagement with senior management and stakeholders, representing the work of your team and demonstrating its contribution to overall organisation goals

• The ability to recognise patterns and trends in a wide range of evidence/data and draw key conclusions

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Application process:

The following areas of Success Profiles will be used to assess and score your application during the sift, and interview.

• Experience – As demonstrated in your CV, statement of suitability, and application form

• Strengths – The interview will involve a discussion around 2 strengths

• Behaviours – We will be using the 3 behaviours below.

• DDaT Assessment – During the interview, you will be assessed against the DDaT framework