Job Description
Lead Service Manager - Event Management
Location: National*
Closing Date: 2nd February
Interviews: Week commencing 9th February
Grade: 7
(MoJ candidates who are on a specialist grade will be able to retain this grade on lateral transfer)
Salary:
National: £58,511-£65,329
London: £63,343-£70,725 (which may include an allowance up to £332)
Working pattern: Full-time, part-time, flexible working
Contract Type: Permanent
Number of Roles: 1
*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
The Role
We’re recruiting for a Lead Event Management Service Manager here at Justice Digital, to be part of our warm and collaborative Technology Operations team.
Technology Operations (Tech Ops) sits at the heart of Justice Digital, ensuring our technology services are stable, secure and continually improving for the 100,000+ users who rely on them across the Ministry of Justice.
Tech Ops brings together service management, engineering, monitoring and automation to deliver resilient, high-performing technology.
This role aligns with ‘Head of IT service management’ in the Government Digital and Data Framework IT service manager - Government Digital and Data Profession Capability Framework
The Event Management Service is a new capability that will strengthen how we detect issues, understand service health and prevent disruption. As Lead Event Management Service Manager, you will design and mature this function, establishing a clear approach to monitoring, observability, event correlation and proactive intervention.
You will work closely with Service Resilience, Major Incident Management and engineering teams to improve early detection, reduce major incident impact and embed a culture of proactive, data-driven operations. The role also shapes our use of modern operational practices such as automation, service reliability standards, ensuring new and existing services are operationally ready and continually improving.
To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025
Key Responsibilities:
Establish and lead a robust, intelligence-led Event Management Service, aligned with ITIL best practice and Technology Operations governance.
Strategic thinking - lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met
Design and maintain clear, effective operating procedures to ensure consistent, high-quality delivery across all service areas.
Ensure critical services transition into the Event Management framework with defined monitoring standards, ownership, and thresholds.
Service focus - see the bigger picture by taking groups of services and investigating how to get the best of underlying services
Oversee timely detection, categorisation, prioritisation, and escalation of events that could impact business-critical services.
Lead event correlation and trend analysis to identify patterns and early warning indicators, escalating findings to prevent incidents.
Collaborate closely with Incident, Problem, and Change Management to enhance service stability, reduce repeat incidents, and improve overall resilience.
Continual service improvement - lead and develop a team of experts to deliver service improvements
Stakeholder Relationship management - build long-term strategic relationships and communicate clearly and regularly with stakeholders, supporting mutual needs and commitments while focusing on user needs
Ownership & initiative - take accountability for issues that occur and be proactive in searching for potential problems
Technical Understanding – shows a thorough understanding of the technical concepts required for the role and can explain how these fit into the wider technical landscape.
Additional Responsibilities
Your additional responsibilities may include but are not limited to:
Line manager support, guidance and mentoring for more junior or new members of staff
Contribution to corporate activities such as membership of a project board or internal network
Lead activities and knowledge sharing as part of the profession Community of Practice
Contribute to / participate in cross-government forums as appropriate
If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!
Benefits
37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
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.
Staff have 10% time to dedicate to develop & grow.
Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates).
25 days leave (plus bank holidays) and 1 privilege day usually taken around the King’s birthday. 5 additional days of leave once you have reached 5 years of service.
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!
Wellbeing support including access to the Calm app.
Nurturing professional and interpersonal networks including those for Carers & Childcare, Gender Equality, PROUD and SPIRIT.
Bike loans up to £2500 and secure bike parking (subject to availability and location).
Season ticket loans, childcare vouchers and eye-care vouchers.
5 days volunteering paid leave.
Some offices may have a subsidised onsite Gym.
Person Specification
Essential
Continual service improvement - analyse current processes, and identify and implement opportunities to optimise them and lead and develop a team of experts to deliver service improvements
Ownership & initiative - take accountability for issues that occur and be proactive in searching for potential problems, focussing on achieving excellent user outcomes
Stakeholder Relationship management (IT Operations) - manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured. Also, influence important senior stakeholders and arbitrate when blockers are escalated. Finally, facilitate discussions across high risk and complex areas or projects under constrained timelines
Service focus – ensure that service focus is championed within your team and actively recommend its adoption
Service management framework knowledge - demonstrate an industry understanding of how to implement the framework into numerous environments
Strategic thinking - lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met
Technical Understanding - show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape
Knowledge of event correlation, monitoring tools, and automation practices.
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.
How to Apply
Candidates must submit a CV (no more than 2 pages) and Personal Statement. Your Personal Statement (no more than 750 words) should highlight your relevant experience and skills, supported by clear examples of work you have undertaken. It must address the following criteria, listed within the Person Specification. Please structure your response using a separate paragraph for each:
Stakeholder Relationship management (IT Operations) - manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured. Also, influence important senior stakeholders and arbitrate when blockers are escalated. Finally, facilitate discussions across high risk and complex areas or projects under constrained timelines
Service management framework knowledge - demonstrate an industry understanding of how to implement the framework into numerous environments
Technical Understanding - show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape
Knowledge of event correlation, monitoring tools, and automation practices.
Should we receive a high volume of applications, a pre-sift based on the following criteria will be conducted before the sift.
Service management framework knowledge - demonstrate an industry understanding of how to implement the framework into numerous environments
Knowledge of event correlation, monitoring tools, and automation practices.
A diverse panel will review your application against the Person Specification above.
Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.
Application Guidance
Please access the following link for guidance on how to apply and how to complete a Personal Statement
In Justice Digital, we recruit using a combination of GDD Skills Skills A to Z - Government Digital and Data Profession Capability Framework and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:
Changing and improving
Communicating and influencing
Delivering at pace
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 digitalanddatarecruitment@justice.gov.uk
