Position Summary:
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 and service centres and digital services online.
HMCTS is embarking on a period of significant change and this includes 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.
Making a real difference to people’s lives is such an integral part of working at HMCTS that we’ve built it into an agreement with everyone who works here. It’s called Our People Promise.
Key Responsibilities:
- Represent DTS and provide expert input and support to various governance boards which are attended by senior stakeholders including Directors, this includes the DTS Service Design Authority.
- Ensure projects and programmes conform to SD&T processes and procedures
- Build and maintain relationship with key stakeholders who are both internal and external
- You will facilitate the use of the SD&T process for Digital and Technology Services, this involves working between different programmes and departments with varying working agreement and service levels in place
- You will be involved in a variety of design activities across programmes and within the directorate to understand the varying levels of complexities in each area to deliver a fully supported service.
- Lead shift left activities through standardisation of activities and processes and practise is continuously improved
- Form strategies to deliver a highly efficient service design processes linked to the directorate operating model
- Provide direction on high impact, complex change requests, ensuring that design and transition policies, procedures and processes are applied
- Identify gaps in support structures and creatively seek the best way to get formal structures in place with agreed SLAs
- Ensure services have a full end-to-end support in place and relevant KPIs and SLAs in place before going live Prioritise and deconflict design activities for DTS using organisational priorities
- Collaborate with key stakeholders such Programme Directors and Delivery Managers, to understand and balance demand priority with resource contention
- Ensure best practice standards are built into service design processes
- Ensure risks to going live are highlighted and managed in advance
- Work closely with Demand Management and Project Management Office to plan for SD&T requirements
Required Education & Experience:
- Strong stakeholder management skills
- Experience of working within an agile and waterfall environment
- You will have great analytical skills and attention to detail, absorbing large amounts of conflicting information and use it to produce simple designs. As well as the ability to work to demanding deadlines whilst ensuring quality.
- You respond to changes in technology, adapting your approach accordingly. Making decisions to meet user needs in the government context. You are able to understand the importance of assisted digital and can design services and make decisions to meet user needs.
- Ability to communicate at technical and senior levels and through multiple formats
- Have experience of working in Service Design to a high standard in a fast-paced environment.
- You will be motivated by the opportunity of working in a unique public service environment, and for a department that directly delivers services to the public in one of the largest transformation and reform programmes in government.
- Demonstrate ability of working collaboratively across functions and building relationships
- Firm understanding of ITIL framework with relevant qualifications
- You will be someone who takes pride in representing operations and enjoy the challenge of promoting work in the Service Design and Transition space.
- Strong experience and understanding of the digital agenda within the public sector