Service Catalogue Manager - HM Courts and Tribunals Service - SEO

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital. 

DTS is committed to being a great place to work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued. 

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service 

Job Description:

The post holder will work in the Live Operations team and report to the DTS Service Design and Transition Lead – Service Support Architect. They will establish the process for the Digital and Technology Service (DTS) Service Catalogue Management for digital services, including providing management of policy and process to ensure that the Service Catalogue accurately reflects live services and can be relied upon by Live Operations stakeholders. 

The role will work closely with the Service Design and Transition functions to ensure new services entering into DTS ownership have the correct configuration established in DTS’s IT Service Management (ITSM) tooling, as well as the stakeholders responsible for owning the services themselves to make sure their details remain current as they enter/ leave the organisation. Finally, they will input heavily into the DTS Tooling team to ensure that the requirements for Service Catalogue management are adequately captured and delivered via the DTS ITSM Product Roadmap.  

Key Responsibilities:

• Define and document Service Catalogue policy and process from the ground up 
• Engage the DTS tooling team and ensure requirements for the Service Catalogue configuration are given sufficient focus in future ITSM tooling development and deployment.
• Ensure the DTS Service Design and Transition teams and all project teams follow the correct processes for creating/ updating the Service Catalogue configuration.
• Creatively come up with ideas and solutions that are aligned to the DTS priorities using available data where possible and advise on tactical and strategic work streams to deliver this.
• Manage relationships with the SACM and Request Management 
• Encourage and facilitate continuous improvement of the processes the job holder will own, that include the Service Catalogue and ITSM tooling catalogue process within DTS.
• Work with contracted suppliers and manage stakeholders’ expectations.
• Actively address internal and external risks, issues and dependencies including where ownership exists outside the team
• Act as a point of escalation for service catalogue Management in DTS 
• Collaborate with internal and external teams and Senior Stakeholders to ensure the service catalogue process align to their needs and DTS Strategic objectives, as well as industry best practice and provide specialist input in field to relevant projects and boards.
• Identify and delegate continuous improvements activities in the service catalogue management space. 

Key Skills & Essential Criteria:

• The role holder will be able to identify areas of improvement using continuous improvement, where required influencing and highlighting benefits to others. Has broad industry experience in Service Catalogue or Configuration management and is able to drive the process area to achieve maximum value.
• Has an in-depth understanding of service management framework principles & processes. 
• Strong experience and understanding of the digital agenda within the public sector with proven experience of building and developing relationships across a range of business areas. 
• Understanding and experience of the Information Technology Information Library Framework (ITIL)
• 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. 
• Strong analytical skills and attention to detail, as well as the ability to work to demanding deadlines whilst ensuring high quality output.
• Motivated by an opportunity to work 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. 
• Accountability for Service Catalogue Management processes. Identifying any gaps or suggestions on how to improve the function and then putting a roadmap in place to implement the ideas.  
• Have an analytical mind and be able to review, process and analyse multiple sometimes conflicting datasets to identify trends which require swift action on
• Responsible for setting the direction and continuous improvement on Service Catalogue Management within DTS, and therefore the course of action taken by the team for its implementation. Ensuring progressive improvements in line with industry best practices and evolving business needs for onboarding new and complex services. 
• Review details of recommendations made by delivery teams and Business as Usual (BAU) teams in DTS and other team members/SMEs, and makes the final decision based on agreed standards and, policies to ensure coordinated delivery of requirements and routines. etc. 
• Review the adherence to the policy and practices that will be written by the Service Catalogue manager and understanding where there are potentially risks in relation to the implementation to these principles and practices and raising with the appropriate stakeholders to resolve accordingly if possible.
• Coming up with solution to problems that occur as part of the implementation and BAU delivery of the function, and addressing any challenges that a rise as part of the delivery and interactions that are undertaking as part of the role eg stakeholders, programme delivery.
• Responsibility for the progression of any Service Catalogue Management activities to ensure timely delivery and where required act as escalation to ensure successful delivery. Engaging with various functions within DTS to ensure role out and delivery of the Service Catalogue function within Live Ops, including the alignment and service mapping of DTS Service offerings on our ITSM tooling.
• An understanding of principles, process, and experience of working in a Service Management / ITIL environment
• Experience of working in large, complex organisation 

Application process: 

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

• Experience – As demonstrated in your application form.
• GDD Assessment – During the interview, you will be assessed against the following elements of the GDD framework: 
• Service Transition Manager
• Ownership and Initiative
• Stakeholder Relationship Management
• User Focus 

Behaviours – You will be required to provide evidence of the following key behaviours at Level 3. 

• Making Effective Decisions,  
• Working Together 
• Changing and Improving  
• Communicating and Influencing   

Person specification

Please refer to Job Description

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Working Together
• Making Effective Decisions
• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• GDD Skill 1 - Service Transition Manager
• GDD Skill 2 - Ownership and Initiative
• GDD Skill 3 - Stakeholder Relationship Management
• GDD Skill 4 - User Focus