Service Owner Job at Justice Digital and Technology in London

Job Description

Salary: National £54,000 – £71,250. London £58,130 – £75,000 depending on skills and experience

Contract type: Permanent appointment

Grade: MoJ Band Ab

Number of open roles: 5

Location: 3 x Sheffield, 2 x London

Hours: 37 hours/week (42 hours incl. lunch)

Working pattern: flexible working, full time, part time

Closing date: 9th April 2020


We design, build and support user-centred digital and technology services for the justice system: services that make a real difference to those who use them, members of the public and their families, and our staff. Millions of people every year interact with our services, and Digital & Technology play an important role in improving access to justice and making that experience easier and less distressing.

We want to create a digitally enabled end-to-end justice system that can adapt and respond to changing needs. We were the first digital team in a government department, and the first to deliver an exemplar service, with experts in web development, design, delivery and product management and user research, alongside around 50 organisations, including the courts service and Government Digital Service (GDS).

Our strategy is to fix the basics, make things more efficient and achieve digital transformation, through diverse, inclusive and brilliant teams. We apply a lean startup mentality at scale, and need service managers who can operate in areas of extreme uncertainty, working with agility. We expect our service managers can make data-driven decisions that will improve the value of our products and services, within an empowered, co-located software team of specialists, including developers, researchers, designers and subject matter experts from across the justice system. We have a great culture and use hardware and tools (like Macbooks, Slack and Google apps).

To find out more about us please visit our blog.

The Role

We’re looking for talented and tenacious people to join our digital teams in Sheffield and London, to take the lead in creating world-class services in the justice system. We use agile software development approaches to make rapid but meaningful improvements to public services that live up to the unique challenges of MOJ’s responsibility to society.

Service Owners are accountable for the quality of their service(s). They adopt a portfolio view, managing end-to-end services, which include multiple products and channels. They operate at scale and provide the connection between multidisciplinary business areas and stakeholders.

Service owners make sure the necessary business processes are followed and participate in the governance of the service, including acting as a point of escalation for delivery teams. They own the budget and allocate funding to areas of the service based on their decisions about priorities. They communicate the benefits and performance of their service, and are ultimately responsible for the successful operation and continuous improvement of the service.

What you’ll do

deliver a service and be responsible for its continuous improvement

prioritise the programme of work based on user needs, commercial considerations, immovable procurement deadlines, team capabilities and resources as well as technology constraints and long-term sustainability

work with the engagement team to communicate plans and progress through various channels including the blog, stakeholder governance meetings and conferences

be an active member of the programme senior management team, helping to set direction and provide strong, decisive and visible leadership for the whole team

use agile methodologies to maintain delivery priorities, hold others to account for delivery and respond swiftly to changing requirements

share service management and procurement expertise with the public sector and suppliers

collaborate with governments and organisations around the world to change and radically improve how the public sector buys technology.

This role reports to the deputy director for prisons, and involves management of up to five teams.

What we’re looking for:
Agile working – Coaches and leads teams in Agile and Lean practices, determining the right approach for the team to take and evaluating this through the life of a project. Is able to think of new and innovative ways of working to achieve the right outcomes. Is able to act as a recognised expert and advocates for the approaches, continuously reflecting and challenging the team.

Financial ownership – Able to develop a business case, own and iterate it throughout the lifecycle. Able to develop benefits with others within the portfolio. Understands the granularity of financial costs per sprint and value delivered.

Lifecycle perspective – Able to apply experience of multiple parts of the lifecycle. Able to recognise when it is right to move forward and when it is right to stop. Able to recognise the appropriate deliverables and the right people to meet these. Able to work with other agile delivery operations throughout the product lifecycle. Able to plan and engage with the appropriate stakeholders at a particular stage in the project.

Operational management – Keeps abreast of industry best practice and cascades ways of working. Knows how to make operations efficient. Is the escalation point for major operational issues and champions operational management across the community. Works closely with leaders of operational delivery teams in DDaT.

Problem ownership – Is able to anticipate problems and knows how to defend against them at the right time. Understands how the problem fits into the larger picture. Is able to articulate the problem and helps others to articulate the problem. Builds problem-solving capabilities in others.

Strategic ownership – Able to develop a long-term vision and objectives. Discerning and disciplined in focusing on what is important and most relevant. Able to develop the capability of others.

User focus – Gives direction on which tools / methods to use. Is experienced in meeting the needs of users across a variety of channels. Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the business. Applies strategic thinking in how to provide the best service for the end user.

DDaT perspective – Able to demonstrate an advanced understanding of design, technology and data principles. Able to identify and implement solutions for assisted digital. Able to apply knowledge to work with other job families.

Product ownership – Understands tools, terms and concepts used to deliver a product and how they can be adapted, and applied to different phases of delivery.

In the Civil Service, we use Success Profiles, a flexible framework, to assess candidates against a range of elements using a variety of selection methods, therefore giving you the opportunity to demonstrate the various elements required to be successful in the role.

At the interview we will be assessing your technical/specialist skills and experience, testing your ability through relevant assessments and asking you questions around the behaviours we require to be successful in this role. The behaviours we assess are:


Communicating and influencing

Working together

Developing self and others

Making effective decisions

Delivering at pace

Seeing the big picture

Changing and improving

Managing a quality service

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

Selection process details

Candidates must submit:
a current and relevant CV;

a Cover letter (1 page max) setting out why you are interested in the role and how you meet the essential skills and experience required.

The job advert lists the essential, specialist skills and experience as well as key Civil Service competencies required for the role.

At the CV review/sift stage we will use the technical/specialist skills and experience to determine your suitability for the role.

At the Interview the panel will ask you open-ended questions to which they are seeking answers/evidence of essential, previous skills, experience and behaviours in order to guide their hiring decision.

Note: due to the volume of applications we receive we are unable to provide feedback after the CV review (sift) stage.

Salary and working arrangements:
If successful, the salary we offer you will be within the advertised range and will depend on the skills and experience you demonstrate at the interview. Therefore in your cover letter it would be helpful to the hiring teams if you can indicate your salary expectations and if possible your notice period.

A generous pension scheme on average of up to 22%

25 days leave, plus bank holidays, plus 1 privilege day usually taken around the Queens’ birthday

1 additional day of leave for every year you work, up to a maximum of 5 extra days

Flexible working – whether it’s working from home or remotely, working part-time, job sharing, or working compressed hours, we have people doing it and are happy to discuss options with you

Access to training and development through Civil Service Learning, GDS Academy and Pluralsight

Great maternity, adoption, and shared parental leave, 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!

Bike loans and secure bike parking (subject to availability and location)

Season ticket loans, childcare vouchers, and eye-care vouchers.

Some offices may have a subsidised onsite Gym.

Up to 5 days paid leave for voluntary work you may wish to undertake

Things you need to know

Security and Immigration checks

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed.

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you’re applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.


Candidates in their probationary period are not eligible to apply for vacancies within this department.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles.

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Contact point for applicants- for further information regarding this role please contact MoJ D&T Recruitment.

Further information

All Civil Servants will adhere to the ‘Civil Service code’, which outlines the Civil Service’s core values, and the standards of behaviour expected of all civil servants in upholding these values.

Note for current Civil Servants: If successful, the salary offered would normally be determined by applying the MoJ salary progression rules. If the appointment is on level transfer your substantive salary (excluding any allowances) will remain unchanged, unless it exceeds the maximum stated within the MoJ pay band, and unless your current salary is below the relevant MoJ grade minimum. If the appointment is on temporary or substantive promotion the salary will be increased by the appropriate promotion percentage or moved to the minimum of the relevant MoJ grade minimum, whichever is the greater.

Note for non Civil servant applicants: This post is open to UK Nationals, Commonwealth Citizens, EEA Nationals of other member states and certain non-EEA family members. There must be no employment restrictions or time limit on your permitted stay in the UK. You should normally have been resident in the United Kingdom for at least 3 years and in some cases 5 or even 10 years preceding your application due to the requirement to have a checkable history for security vetting purposes. If you answer ‘No’ to the questions regarding nationality then it is unlikely your application will be pursued. If you are unsure as to your eligibility on any of these points, please contact the recruitment team for clarification or advice.

About Company

Company: Justice Digital and Technology

Company Location:  London

About Justice Digital and Technology