22870 - Service Governance Manager

Service Governance Manager

Location: National*

Closing Date: 15th October

Interviews: Expected 28th October

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

Salary: National: £42,914 - £46,182 London: £49,325 - £53,081

Working pattern: Full-time, Part-time, Flexible working

Contract Type: Permanent

Number of vacancies: 1

Vacancy number: LEWIS TBC

*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

Please note that unless you are an existing member of staff at Justice Digital, Data and Science, the only London location being recruited to is 10 South Colonnade, E14 4PU. We are no longer recruiting to 102 Petty France, SW1H 9AJ.

The Role

Please note this role requires you to pass Security Check clearance. Please click on the link for details.

We’re recruiting for a Service Governance Manager here at Justice Digital, Data and Science to be part of our warm and collaborative Legal Aid Agency Digital team.

This role aligns against Senior IT Service Manager from the Government Digital and Data Framework

The Service Governance Manager will lead the design, implementation and continual development of LAA Digital's Service Governance capability. The postholder will establish the policies, standards, governance structures, reporting frameworks, controls and assurance mechanisms required to support effective IT Service Management across LAA Digital.

Working closely with Service Owners, Product Teams, operational teams, suppliers and senior stakeholders, they will create a consistent governance approach for the co-ordinators across Incident Management, Problem Management, Change Management and Service Transition.

This role is responsible for creating the foundations of a mature service management environment, embedding governance practices, improving accountability and enabling evidence-based decision making across technology services.

The successful candidate will act as the focal point for Service Governance, ensuring governance arrangements, defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions, support service quality, operational resilience, risk management and continual improvement.

You’ll receive a range of excellent benefits when you join our department, including:

• A generous employer pension contribution of 28.97% through the Civil Service Pension Scheme.
• 25 days of annual leave, (increasing to 30 days once you have reached 5 years of service), plus 8 bank holidays and a privilege day for the King’s birthday.
• Flexible working arrangements including hybrid working, working part time or compressed hours. Designed to support a positive work–life balance.
• Employees are allocated 10% of their working time for personal and professional development.
• 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.
• 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!

You can find more details of the Benefits we offer here. To help picture your life at MoJ Justice Digital, Data and Science please take a look at our blog.

Key Responsibilities

Working as part of a team, the role holder is responsible for the demand for new and significantly changed IT Services include Service Management readiness across different technologies.

• Design, implement and maintain the Service Governance Framework, including policies, standards, controls and accountability models.
• Establish and manage governance boards and forums, ensuring effective oversight of service performance, risk, compliance and improvement activities.
• Implement governance arrangements across Service Management practices, defining ownership, responsibilities and controls.
• Engage with Justice Digital, Technology and Service Management teams where shared services are required to support resolution, approvals or actions.
• Develop and maintain service performance reporting, dashboards, KPIs, SLAs and service health measures to support informed decision-making.
• Establish service assurance, risk and compliance processes, coordinating reviews and monitoring governance effectiveness.
• Engage and support service acceptance and operational readiness governance for new and changed services entering live operation.
• Establish and maintain a continual service improvement framework, using service data, governance reviews and lessons learned to drive measurable improvements.
• Build strong relationships with Service Owners, delivery teams, operational teams, suppliers and senior stakeholders, promoting governance awareness and accountability across LAA Digital.
• Contribute to Governance communities of practice and share lessons learned with other Governance professionals across MoJ

Additional Responsibilities may include but are not limited to:

• Providing leadership, coaching, and mentoring to junior colleagues, supporting capability development within the GDD profession.
• Contributing to corporate initiatives, such as project boards, communities of practice, or cross government working groups.
• Leading knowledge sharing and promoting professional standards across the Service Management community and wider IT Operations community.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification

Essential

• Experience of designing, implementing or improving IT service management governance frameworks, policies, standards or controls to support effective service delivery and continual service improvement.
• Experience of using service performance data, management information and reporting to identify trends, inform decision-making, manage risk and drive service improvements.
• Experience of taking ownership of complex service management issues, proactively identifying risks and opportunities, and delivering effective solutions that improve service outcomes.
• Experience of ensuring service management processes, controls and governance arrangements support business objectives, user needs and organisational priorities.
• Demonstrable knowledge of IT Service Management frameworks (such as ITIL) and their practical application within a large, complex organisation, supported by relevant qualifications and/or significant industry experience.
• Experience of building and maintaining productive relationships with a wide range of stakeholders, including influencing decisions, managing competing priorities and achieving positive outcomes across multidisciplinary teams.

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.

Salary Information

Base salary for this role is from National: £42,914 - £46,182 London: £49,325 - £53,081

• Existing Civil Servants moving on a level transfer will retain their current base salary or move to the minimum of the pay band for the role, whichever is higher.
• Existing Civil Servants who are promoted will either move to the bottom of the new grade’s pay band or receive a 10% uplift, whichever provides the greater increase.

The final offer will reflect the skills and experience you demonstrate during the assessment process.

How to Apply

In Justice Digital, Data and Science, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We shall assess a combination of your Experience, Technical skills and Behaviours during the assessment process.

Stage 1 - Application and sift:

To apply for this position, you must submit the following as part of your application

• A CV detailing your career history (including any relevant qualifications). Your CV will be assessed against the essential criteria outlined within the Person Specification of this advert.
• A Personal Statement (no more than 750 words) which should outline your experience and skills, giving clear examples of work undertaken. It should specifically address the following 3 criteria listed below, using a separate paragraph for each.

1. Experience of designing, implementing or improving IT service management governance frameworks, policies, standards or controls to support effective service delivery and continual service improvement.
2. Experience of using service performance data, management information and reporting to identify trends, inform decision-making, manage risk and drive service improvements.
3. Experience of taking ownership of complex service management issues, proactively identifying risks and opportunities, and delivering effective solutions that improve service outcomes.

A diverse sift panel will review the information in your CV and Personal Statement to assess the sift criteria specified above. We operate an anonymous shortlisting process. Please ensure your CV and Personal Statement do not include your name or any other identifying details.

Should we receive a high volume of applications, a pre-sift based on 'Experience of designing, implementing or improving IT service management governance frameworks, policies, standards or controls to support effective service delivery and continual service improvement' will be conducted before the sift.

Please access the following link for guidance on how to apply - Application Guidance

Stage 2 - Interviews:

Successful candidates who meet the required standard will then be invited to a panel interview held via Microsoft Teams. At interview stage, you will be assessed against the following Success Profile elements - Experience, Technical and the following Behaviours:

• Leadership
• Communicating and influencing

Appointments are made strictly in merit order. In the event that two or more candidates receive identical interview scores, the 'Communicating and influencing' behaviour will be applied as the primary lead criterion to determine the final merit order.

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.

Use of 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 for more information on appropriate and inappropriate use.

Terms & Conditions

Please review our Terms and 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 [email protected]