Senior Service Delivery Manager

Location: National*

Closing Date: 17th October

Interviews: week commencing 28th October

Grade: Grade 7

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

Salary: National: £54,358 - £61,585 (which may include an allowance of up to £2,517) London: £58,847 - £66,670 (which may include an allowance of up to £4,828)

Working pattern: Full-time, part-time, and Flexible working

Contract Type: Permanent

Vacancy number: 91120

*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 Senior Service Delivery Manager here at Justice Digital, to be part of our warm and collaborative Agile team.

We are seeking a highly skilled Senior Service Delivery Manager with strong interpersonal skills who thrives in a delivery-focused, agile environment working with multidisciplinary teams. This role is central to our ServiceNow operations, focusing on ITSM, SIR, and ITOM modules, and is critical in ensuring our service delivery processes are efficient, effective, and continuously improving.

This role aligns with Senior Delivery Manager from the Government Digital and Data Framework

You will be a ServiceNow subject matter expert (SME) with substantial experience in agile delivery, leading a multidisciplinary team, and supporting several products of significant scale and complexity hosted on the ServiceNow platform. You will receive support from your people manager, delivery manager peers, the broader delivery community, and formal learning opportunities to develop further in this role.

As the Senior Service Delivery Manager, you will be responsible for building, maintaining, and motivating teams, ensuring that they collaborate effectively and focus on what is most important. You will coach team members, fostering a culture of continuous improvement. You will proactively manage dependencies and risks, overcoming obstacles to delivery.

You will be an active part of the broader delivery management community, receiving coaching and mentoring from senior colleagues. Additionally, you will have the opportunity to participate in informal support networks with peers, enhancing your professional growth.

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:

Lead the ServiceNow delivery team, developing and deploying user stories and enhancements.Oversee the requirement-gathering process to ensure full utilization of the ServiceNow platform's capabilities.Facilitate and lead all agile ceremonies, adhering to agile principles.Review and assess requested changes, identifying and mitigating any risks.Provide technical support to platform users, ensuring high service availability and performance.Collaborate with cross-functional teams to deliver successful integrations and technical solutions.Manage the deployment of regular code releases and feature enhancements on the ServiceNow platform.Align the delivery roadmap with high-level strategic objectives.Line manage the ServiceNow delivery team, including developers, sysadmins, testers, and business analysts.Identify and execute cost-saving measures where appropriate.Mentor and coach team members, fostering continuous improvement and professional development.

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

Person Specification

Essential

Proven experience with the ServiceNow platform, specifically ITSM, SIR, and ITOM modules.Strong experience in agile delivery environments.Ability to work in a complex, multi-priority organisation.Excellent leadership and team management skills.Strong communication skills.Experience in planning and managing complex dependencies.Financial management and budget monitoring experience.Knowledge of commercial management and supplier interactions.

Willingness to be assessed against  the requirements for SC clearance

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 CV and a Personal statement (approximately 750 words), which describes how you meet the requirements below

Proven experience with the ServiceNow platform, specifically ITSM, SIR, and ITOM modules.Strong experience in agile delivery environments.Excellent leadership and team management skills.

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 and the following Behaviours during the assessment process:

Delivering at paceWorking TogetherCommunicating and influencingMaking effective decisions

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.

Should we receive a high volume of applications, a pre-sift based on: Proven experience with the ServiceNow platform, specifically ITSM, SIR, and ITOM modules. will be conducted before the sift.

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.

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