Service Information Manager

at  Ministry of Justice

Salary
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

SEO

Post Type
Permanent
Working Pattern
Full Time, Part Time, Flexible Working
Role Type
Digital, Information Technology
Will the successful applicant have line manager responsibilities?
No
Job description

THE ROLE

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

KEY RESPONSIBILITIES:

• 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!