Service Information Manager

We're recruiting for a Service Information Manager here at Justice Digital, to be part of our warm and collaborative Service Operations team. This role aligns against IT Service Manager from the Government Digital and Data Framework. The Service Information Manager is a key member of our Problem, Incident, Complaints & Escalation, Knowledge, Event management and Service Desk (PICKES) Team. Key responsibilities are to ensure that there is an open two-way communication path for MOJ Users, Stakeholders, Suppliers and Senior management to understand the status of MoJ IT Services.,

• Responsible for ensuring that comprehensive Incident communications are sent in a timely fashion, with key information as per the process to all relevant parties without delay.
• Responsible for developing the process and style of sending Incident communications, listening to other perspectives to make sure all parties requirements are met.
• Attend Incident or Problem bridge calls to obtain the latest information and status. With the ability to interpret the updates into meaningful communications.
• Support Incident and Problem managers update ITSM tool tickets and comms plans. Obtain additional information for them if required during an investigation.
• Work closely with the Product or Service Owners, Major Incident Management, Problem Management, Service Desk, and other relevant teams to understand requirements for information sharing and engagement for all comms
• Manage Distribution lists for comms channels, with regular quality and data checks.
• Manage Incident Broadcast channel (email and MS Teams), liaising with the relevant team members to obtain and provide support or answers to queries.
• Work with Head of PICKES to research new industry approaches to broadcasts and comms, Engage and learn from across other Gov departments and consider improvements to how MoJ Users at all levels are kept informed with timely and informative information regarding MoJ IT Services.
• Responsible for reporting and assessing volumes of comms sent, per channel and cost. Obtain temperature check on comms approach. Identifying any gaps or improvements.
• Develop KRA's/ XLAs to measure success of responsibilities.
• Build relationships with other communication teams to learn from and understand their processes.
• Support the Tactical Incident team in the rare event of Critical Incident. This may require working outside normal hours but will be compensated with overtime.
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!, Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements.,
• You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
• You were studying abroad
• You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account. Success Profiles Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance. if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance Supporting document 1 October Final SEO Service Information Manager.docx - 14KB Opens in a new window Converted File October Final SEO Service Information Manager.docx.pdf - 97KB Opens in a new window We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.

This role demands a vigilant and initiative-taking individual who can provide proficient verbal and written communications at pace. Understand and listen to requirements of engagement and information sharing of others. Learning and improving their perspective of MoJ IT Services and Service Operations. The successful candidate will have the ability to develop verbal and written comms by collaborating and building relationships with Product Owners, Business Relationship Managers, stakeholders, SME's and so on.,
• Proven Communications or Service Information experience in an IT Service Desk environment.
• Excellent and extensive multiple style and channel communication skills.
• Extensive experience in writing and implementing communication plans.
• Experience in managing relationships with internal and external stakeholders, particularly in high-pressure situations.
• Evidence of active listening, being able to identify key points and actions in a conversation and being able to articulate them to others in a fashion all can understand.
• Awareness of ITIL frameworks and best practices within Incident and Problem Management.
• Able to work at pace with multiple priorities.
• Experience in identifying improvements to process and procedures.
Willingness to be assessed against the requirements for SC clearance 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., A pre-sift based on your working experience in a Communications or Service Information role, in an IT Service Desk environment, will be conducted before the sift. Candidates who meet this requirement will move on to the next stage. Within your statement of suitability, in addition to the above, please focus on demonstrating how you meet the following essential criteria which are being assessed at the panel sift stage;
• Evidence of excellent and extensive multiple style and channel communication skills.
• Evidence of extensive experience in writing and implementing communication plans
• Evidence of experience managing relationships with internal and external stakeholders, particularly in high-pressure situations.
• Awareness of ITIL frameworks and best practices within Incident and Problem Management.
In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:
• Communicating and Influencing
• Managing a Quality Service
• Working Together
• Changing and Improving, To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

The national salary is £39,868 - £43,535, London salary is £45,824 - £50,039. Your salary will be dependent on your base location Total pay in the range of '£30,001 to £40,000, £40,001 to £50,000, £50,001 to £60,000' are subject to capability, skills and experience. Salary may consist of base pay and a Recruitment and Retention Allowance (RRA) Number of jobs available 2 Detail of reserve list 12 Months Region National City/Town National Building/Site NATIONAL, National: £39,868 - £43,535 (which may include an allowance of up to £2,057) London: £45,824 - £50,039 (which may include an allowance of up to £2,251), National: £39,868 - £43,535 (which may include an allowance of up to £2,057) London: £45,824 - £50,039 (which may include an allowance of up to £2,251) Closing Date