NDelius Service Team Support Manager

NDelius Service Team Support Manager

Location: National*

Closing Date: 1^st December

Interviews: Week Commencing 7^th December

Grade: SEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary**: £49,325 - £53,081 [London] & £42,914 - £46,182 [National]

Working pattern: Full-time, Part-time, Flexible working

Contract Type: Permanent

Number of vacancies: 1

Vacancy number: 24238

*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
Please note that unless you are an existing member of staff at Justice Digital, Data and Science, the only London location being recruited to is 10 South Colonnade, E14 4PU. We are no longer recruiting to 102 Petty France, SW1H 9AJ.

The Role

We are recruiting for an NDelius Service Team Support Manager here at Justice Digital, Data and Science to be part of our Probation Digital NDelius Service Support Team.

This role aligns against Senior IT Service Manager from the Government Digital and Data Framework.

This role requires strategic knowledge and experience of how establishments and/or probation regions operate their processes in relation to the management and reporting of people on probation.

NDelius, is the primary IT tool used (24/7) to manage cases in the public sector. The role holders must have the ability to interpret and apply this knowledge in the evolving Probation landscape to support the business in their usage of HMPPS IT systems that underpin sentence management. This includes knowledge of NDelius Integrations, NOMIS/DPS, OASys/ARNS and Interventions Manager.

The role holders will report to the Senior Business Stakeholder Engagement Manager and will be responsible for:

• The performance of the core Delius Service Team and the staff within it. Manages the Team which analyses and acts upon all data which is relevant to the NDelius Application.
• HMPPS applications’ data management and integrity; Ensure that the Team produces and analyses information in relation to the merging of records and ensuring the offender records actioned as per the team’s agreed OLA.
• Liaise with MoJ colleagues to ensure Account creation/security are also managed as part of the Team OLA.
• Managing the GDPR process and monitored in conjunction with the business.
• Managing and Delivering Business Verification Testing.

You’ll receive a range of excellent benefits when you join our department, including:

• A generous employer pension contribution of 28.97% through the Civil Service Pension Scheme.
• 25 days of annual leave, (increasing to 30 days once you have reached 5 years of service), plus 8 bank holidays and a privilege day for the King’s birthday.
• Flexible working arrangements including hybrid working, working part time or compressed hours. Designed to support a positive work–life balance.

You can find more details of the Benefits we offer here. To help picture your life at MoJ Justice Digital, Data and Science please take a look at our blog.

Key Responsibilities:

• Manage and lead a fully functional, multi-sourced Live Support Team across multiple locations, providing customer-centric support and ensuring the effective operation, availability, and performance of HMPPS Digital Studio applications. Responsible for the Case Management support team, delivering live service management in line with Operational Working Agreements (OWAs), Service Level Agreements (SLAs), and IT Service Management principles
• Oversee and contribute to the delivery of 3rd and 4th line Incident Management support for HMPPS applications, ensuring incidents are managed effectively, risks are mitigated, and service restoration activities are prioritised and completed within agreed timescales.
• Responsible for HMPPS applications supported by the Problem and Defect Management/review board; Responsible for overseeing the work of NDelius Service Team in their dealings with suppliers, and Service Level Management to ensure that appropriate solutions are prioritised and managed through to development and delivery.
• Analyse, monitor, and act upon data relating to HMPPS applications, including data quality, security incidents, archiving, interfaces, and assistive technologies, ensuring compliance with relevant legislation and organisational standards. Produce management information and performance reports, provide expert advice on data quality improvements, and ensure all correspondence, feedback, and information requests are responded to within agreed timescales
• Manage and maintain user access arrangements for pre-production environments, ensuring appropriate controls, governance, and compliance requirements are met.
• Responsible for NDelius Training application and material upgrades.
• Responsible for supporting the Release Cycle and out of hours deployments including some weekends.
• Responsible for Business Verification Test delivery.
• Lead and develop a geographically dispersed team, ensuring high standards of service delivery while applying HR policies and procedures across all aspects of people management, including attendance, disciplinary and investigation processes, health and safety, performance management, staff development, wellbeing, and appraisal activities
• Promote and champion Ministry of Justice values, policies, and objectives in all activities and behaviours, fostering a culture of diversity, inclusion, decency, safety, continuous improvement, and commitment to reducing reoffending.
• Undertake additional duties and responsibilities commensurate with the grade and nature of the role. The duties outlined above are not exhaustive and may be amended to reflect changing business requirements following consultation with the post holder.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification

Essential

• You understand how to run a quality service in a digital environment.
• Experience of managing an IT service support function within a complex, multi-supplier environment.
• You have an understanding of Case Management Systems and wider digital application integrations.
• Be able to investigate problems and opportunities in existing processes, contribute to recommending solutions.
• Worked with users to collect, interpret and evaluate evidence of their needs, identifying root causes rather than relying solely on stated preferences. Using user feedback and data to inform recommendations, challenge assumptions where appropriate, and advocate for changes that improved services and better met user needs.

Willingness to be assessed against the requirements for BPSS 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.

Salary Information**

Base salary for this role is from £49,325 - £53,081 [London] & £42,914 - £46,182 [National]

• New entrants to the Civil Service joining the MoJ are expected to start at the minimum of the pay band.
• Existing Civil Servants moving on a level transfer will retain their current base salary or move to the minimum of the pay band for the role, whichever is higher.
• Existing Civil Servants who are promoted will either move to the bottom of the new grade’s pay band or receive a 10% uplift, whichever provides the greater increase.

How to Apply

In Justice Digital, Data and Science, we recruit using a combination of the Government Digital and Data Profession CapabilityandSuccess Profiles Frameworks. We shall assess a combination of your Experience and Behaviours during the assessment process.

Stage 1 - Application and sift:

• A CV detailing your career history (including any relevant qualifications). Your CV will be assessed against the essential criteria outlined within the Person Specification of this advert.
• Evidence of your skills and experience of the three criteria from the person specification above (no more than 500 words) giving clear examples of work you have undertaken:

• You understand how to run a quality service in a digital environment.
• You have an understanding of Case Management Systems and wider digital application integrations.
• Be able to investigate problems and opportunities in existing processes, contribute to recommending solutions.

Candidates who do not adhere to the skills and experience statement directions above may be rejected on this basis.

A diverse sift panel will review the information in your CV and Skills & Experience Statement to assess the sift criteria specified above. We operate an anonymous shortlisting process. Please ensure your CV and Statement do not include your name or any other identifying details.

Should we receive a high volume of applications, a pre-sift based on:

Be able to investigate problems and opportunities in existing processes, contribute to recommending solutions will be conducted before the sift.

Please access the following link for guidance on how to apply - Application Guidance

Stage 2 - Interviews:

Successful candidates who meet the required standard will then be invited to a panel interview held via Microsoft Teams. At interview stage, you will be assessed against the following Success Profile elements - Experience, and the following Behaviours:

• Managing a Quality Service
• See the Big Picture
• Changing and Improving
• Working Together

Appointments are made strictly in merit order. In the event that two or more candidates receive identical interview scores, the Managing a Quality Service will be applied as the primary lead criterion to determine the final merit order.

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