Service Information Manager (Ref: 91344)

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.
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.
To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025, + 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!, 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.
Terms & Conditions
Please review our Terms & 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 recruitment@digital.justice.gov.uk, Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.
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.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

+ 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, 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

Alongside your salary of £39,868, Ministry of Justice contributes £11,549 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Access to learning and development
+ A working environment that supports a range of flexible working options to enhance your work life balance
+ A working culture which encourages inclusion and diversity
+ A Civil Service pension with an employer contribution of 28.97%
+ Annual Leave
+ Public Holidays
+ Season Ticket Advance
For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ