23896 - Business Relationship Manager

Ministry of Justice UK•National City, CA

6d•£58,511 - £70,725•Hybrid

About The Position

HM Courts & Tribunals Service (HMCTS) administers criminal, civil and family courts and tribunals in England and Wales. The Business Relationship Manager will serve as the senior relationship lead between Digital and Technology Services (DTS) and the judiciary, Royal Courts of Justice Group (RCJG) and HQ business areas. The role ensures digital and technology services support the administration of justice while recognising the constitutional independence of the judiciary. The postholder will build trusted relationships with senior stakeholders, represent user needs within DTS, coordinate strategic demand, support service improvement and ensure business priorities are reflected in technology planning and delivery. They will lead across a complex portfolio of live services and technology initiatives, providing clear communication and effective support. The role reports to the Head of Judicial, RCJG and HQ Digital and Technology and includes line management of a multidisciplinary team. The portfolio includes workplace technology, networks, audio-visual services, collaboration platforms, business applications, legacy systems and emerging digital services. It supports judicial office holders, Royal Courts of Justice operations, senior HMCTS leadership and corporate functions. The role requires strong stakeholder management and service leadership in a complex, highly visible and potentially politically sensitive environment. The successful candidate is expected to be office-based three days per week at an HMCTS office, subject to business availability, and may occasionally travel to any HMCTS site in line with business needs. Nationally appointed staff will work from the nearest viable office to their home postcode. The role is UK-based and cannot be performed overseas.

Requirements

Significant experience of stakeholder relationship management in a complex organisational environment.
Experience building credibility and influence with senior stakeholders and leadership teams.
Strong understanding of digital and technology services and their role in supporting business outcomes.
Experience managing service performance, risk and operational delivery in complex environments.
Experience leading or supporting significant business change and service improvement initiatives.
Experience delivering services where accessibility, inclusion and diverse user needs are important considerations.
Strong analytical skills and ability to interpret complex information to support decision-making.
Excellent communication, engagement and influencing skills.
Experience working across multiple teams and organisational boundaries to deliver outcomes.
Ability to work effectively amid ambiguity, competing priorities and continual change.
Experience producing concise reports and briefings for senior stakeholders.
Ability to balance strategic thinking with operational delivery.

Nice To Haves

Experience working with the judiciary, courts, tribunals or wider justice-sector organisations.
Experience working in government, the public sector or highly regulated environments.
Experience in service management, IT operations or digital service delivery.
Experience in accessibility, assistive technology or inclusive service design.
Experience in supplier and commercial management.

Responsibilities

Develop and maintain trusted relationships with senior judicial stakeholders, HMCTS leaders, Ministry of Justice partners and suppliers, acting as the primary strategic liaison between DTS and the Judicial, RCJG and HQ portfolios.
Advise stakeholders on digital and technology services, including service performance, risks, opportunities and future developments.
Lead stakeholder engagement and ensure business priorities, user needs and feedback inform service strategies, roadmaps and delivery plans.
Maintain oversight of a complex portfolio of digital and technology services and ensure alignment with organisational objectives and strategic priorities.
Coordinate competing business demands and provide visibility of service performance, risks, dependencies and improvement activities across teams and services.
Champion user-centred, accessible and inclusive service delivery for judicial office holders, HMCTS staff and wider users.
Use service data, customer insight and user feedback to identify opportunities for continuous improvement and enhanced user experience.
Lead business readiness, change and adoption activities for new technologies, services and transformation initiatives.
Monitor service performance and operational risks, ensuring issues are identified, managed and escalated appropriately to maintain service continuity and resilience.
Provide assurance, governance support and executive reporting to senior leaders, boards and judicial stakeholders.
Manage supplier and delivery-partner relationships to support contractual commitments, service standards and continuous improvement objectives.
Lead, develop and inspire a high-performing multidisciplinary team, promoting inclusion, professional development, service management best practice and growth of Business Relationship Management capability across DTS.

Benefits

Annual leave of 25 days on appointment, increasing to 30 days after five years' service.
Scheme allowing qualifying staff to buy or sell up to three days of leave each year.
Additional paid time off for public holidays and one privilege day.
Choice of Civil Service pension schemes.
Extensive training and development opportunities.
Opportunity to join employee-run networks providing advice, support and representation to senior management.
Family-friendly policies, including opportunities to work reduced hours or job share.
Access to flexible benefits, voluntary benefits, retail vouchers and discounts on goods and services.
Paid paternity, adoption and maternity leave.
Free annual sight tests for employees who use computer screens.
Flexible and hybrid working arrangements where business needs allow.