22969 - API Marketplace Service Manager

Ministry of Justice UK•National City, CA

21h•£71,381 - £85,257•Hybrid

About The Position

This vacancy is only available to existing Civil Servant employees and employees of accredited non-departmental public bodies (NDPBs). Please review the "Eligibility" section before you apply. As API Marketplace Service Manager, you are the senior product leader for digital products that span the justice system and across HMCTS’ operation – both strategic and heritage. You are accountable for product strategy, vision and outcomes across the cross-cutting portfolio, ensuring services are user-centred, performant, sustainable, secure and aligned to organisational priorities. Operating at GDD Head of Product level, you will lead and set standards for product management practice, own complex prioritisation and investment decisions, and provide strategic assurance that civil products deliver value throughout their lifecycle. HMCTS’ Cross-Cutting portfolio delivers the shared products, platforms and capabilities that underpin digital services across multiple jurisdictions. These products provide the foundations that enable teams to build, operate and improve services for citizens, legal professionals and HMCTS staff, supporting everything from identity and access management to shared platforms, integration and operational capabilities. This role encompasses managing a portfolio of business-critical live services at scale, alongside leading the development of new functionality and products that meet user needs and enable wider organisational transformation.

Requirements

Senior digital product leadership experience, with a proven ability to set product direction, lead complex product areas and make accountable decisions that balance user needs, organisational priorities, delivery confidence and value for money.
Experience owning product strategy at scale, including developing a clear product vision, roadmap and prioritisation approach for products or platforms that support multiple teams, services or jurisdictions.
Strong service-management experience, with the ability to establish service models, support arrangements, operational accountabilities and continuous improvement practices for live digital services.
Experience owning service performance, operational risk, resilience, availability and support expectations, using evidence to identify issues, escalate risks and drive improvements across product, platform, supplier and operational teams.
Ability to lead multidisciplinary teams and create clarity across product, delivery, technical, architecture, cyber, data, service-management and operational disciplines, ensuring teams work towards shared outcomes.
Strong stakeholder management and influencing skills, with experience engaging senior leaders, operational colleagues, suppliers and justice partners to secure decisions, resolve ambiguity and maintain confidence in product and service direction.
Experience using product data, user insight, demand management, adoption measures and service performance information to shape prioritisation, investment decisions, benefits realisation and continuous improvement.
Ability to define user, consumer and service needs and translate them into measurable product outcomes, service expectations, onboarding requirements and performance indicators.
Experience managing demand and prioritisation in a complex environment, including assessing competing requests, making trade-off decisions and escalating where demand exceeds safe delivery or operational capacity.
Ability to understand and manage complex product boundaries, dependencies and interfaces with related services, platforms, data products and shared capabilities, reducing duplication and increasing reuse.
Experience providing effective Civil Service challenge to supplier-led product or service activity, ensuring clear expectations, measurable performance, retained organisational knowledge and accountable decision-making.
Excellent facilitation, negotiation and communication skills, with the ability to explain complex product, technical, service or operational issues clearly and provide appropriate advice, assurance and challenge to stakeholders at all levels.
Comprehensive experience as a Product/Service Manager
Resilient and used to finding solutions to difficult and complex situations
Experience of managing potential conflict to resolution being aware of individual needs
Use creative thought to develop possible courses of action
Ability to evaluate risks and make judgements on the most appropriate solutions
Experience of problem solving and working with others to deliver at pace
Able to act independently on day-to-day issues and take a strategic view on operational or policy areas
Contributed significantly to the achievement of policy or business objectives
Anonymised CV, setting out your career history, key responsibilities and achievements.
A Statement of Suitability which should give us real life examples of how your skills and experience match those needed for this role.

Responsibilities

Accountable for product strategy, vision and outcomes across the cross-cutting portfolio, ensuring services are user-centred, performant, sustainable, secure and aligned to organisational priorities.
Lead and set standards for product management practice.
Own complex prioritisation and investment decisions.
Provide strategic assurance that civil products deliver value throughout their lifecycle.
Manage a portfolio of business-critical live services at scale.
Lead the development of new functionality and products that meet user needs and enable wider organisational transformation.
Establish service models, support arrangements, operational accountabilities and continuous improvement practices for live digital services.
Own service performance, operational risk, resilience, availability and support expectations, using evidence to identify issues, escalate risks and drive improvements across product, platform, supplier and operational teams.
Lead multidisciplinary teams and create clarity across product, delivery, technical, architecture, cyber, data, service-management and operational disciplines, ensuring teams work towards shared outcomes.
Engage senior leaders, operational colleagues, suppliers and justice partners to secure decisions, resolve ambiguity and maintain confidence in product and service direction.
Use product data, user insight, demand management, adoption measures and service performance information to shape prioritisation, investment decisions, benefits realisation and continuous improvement.
Define user, consumer and service needs and translate them into measurable product outcomes, service expectations, onboarding requirements and performance indicators.
Manage demand and prioritisation in a complex environment, including assessing competing requests, making trade-off decisions and escalating where demand exceeds safe delivery or operational capacity.
Understand and manage complex product boundaries, dependencies and interfaces with related services, platforms, data products and shared capabilities, reducing duplication and increasing reuse.
Provide effective Civil Service challenge to supplier-led product or service activity, ensuring clear expectations, measurable performance, retained organisational knowledge and accountable decision-making.
Explain complex product, technical, service or operational issues clearly and provide appropriate advice, assurance and challenge to stakeholders at all levels.

Benefits

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.
A scheme to allow qualifying staff to buy or sell up to three days leave each year.
Additional paid time off for public holidays and 1 privilege day.
Choice of pension schemes.
Extensive range of training and development opportunities.
Opportunity to join employee-run networks.
Family Friendly’ policies such as opportunities to work reduced hours or job share.
Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
Paid paternity, adoption and maternity leave.
Free annual sight tests for employees who use computer screens.