Capacity, Availability and Demand Manager

Digital London, United Kingdom



Job Title: Capacity, Availability and Demand Manager

Salary:  £53,845 - £71,411

Contract type: Permanent

Grade: MoJ Band A
Number of open roles: 2

Location: London

Hours: 37 hours/week (42 hours incl. lunch)
Working pattern: Full-Time

Closing date for applications: 25th November 2019
Interviews: From 2nd December 2019
Interview location: 10 South Colonnade, Canary Wharf, London.

Security Clearance: CTC Clearance



These are exciting times at MOJ Digital and Technology. We have a clear vision - to develop a digitally-enabled justice system that works more simply for users - and we’re looking for talented people to help us achieve it. We’re making things better by building adaptable, effective services and making systems that are simple to use for staff and citizens. It can be challenging but it’s also important and rewarding.


As well as doing great work, we’re creating a place that’s great to do work in. We offer tip-top kit, brilliant training opportunities and support from expert colleagues. On top of that, you’ll find flexible working, an inclusive culture and a place where your opinion is valued.



The team

At the centre of the new MOJ model is the Workplace Technology Operations team. This team is responsible for and provides the central area for commodity ITSM activity. MOJ is currently in the process of deploying a wide range of modern technology products and services and this team will be responsible for ensuring the smooth running of these new services in 'Business as Usual' operation (BAU).



The role


We’re looking for an individual with strong interpersonal skills who likes working in a delivery focused, agile environment with multidisciplinary teams. You also contribute to our Product Manager community and share your skills and experiences with others across the MOJ, and across government.

You will be an experienced product manager leading a multidisciplinary team, supporting and continuously improving products of significant scale and complexity.

This opportunity will be for an enthusiastic and seasoned Capacity, Availability & Demand Management Lead who is happy to lead but also be involved hands on as well.

The ideal person will have extensive experience in a Capacity, Availability and Demand Management role. They will have managed either internal technical teams or assured the technical output, monitoring and reporting by 3rd party suppliers to agreed standards and contractual obligations. They will be intricately involved in establishing Capacity, Availability and Demand plans and policies will understand best practice.and have experience of driving improvements where needed to meet KPI's and KRI'S.,


You will:


     Ensure that there is sufficient capacity and availability to meet service level targets

Can effectively manage the Capacity and performance of IT services to fully meet end user and business needs

Drafts and maintains policy, standards and procedures for service component capacity management. Ensures the correct implementation of standards and procedures. Reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes. Works with business users to agree and implement short and medium term modifications to demand

Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability with the instigation of remedial activities

Assures that impacts of business and service changes on the performance and capacity of live services are known and mitigated, providing proactive engagement with relevant stakeholders to understand the impacts on IT resources.

Provides capacity and availability requirements for new or modified IT services

Maintains an overall understanding of current service capacity and availability trends

Ensures that performance testing is carried out on new and modified IT services

Produces and maintains a Capacity Plan

Ensures that capacity-related incidents and problems are addressed

Ensures the creation, maintenance, and use of a Capacity Management Information System (CMIS)

Participates on the Change Advisory Board (CAB) as needed

Is responsible for monitoring IT capacity and availability levels, comparing actual levels against targets, and addressing shortfalls

Carries out the Process Manager responsibilities for the Capacity, Availability and Demand Management process

Financial Management of any allocated budget

Representing the department at key stakeholder meetings


You'll have


Experience in establishing IT Capacity & Performance policies / processes

IT Availability Management principles / methodology

Providing effective IT Availability Reporting.

Development of KRI (risk) and KPIs (performance)

Ability to make technical recommendations to management

Proven data modelling / report writing capabilities.

Preferably ITIL qualified.


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 to 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

Throughout the process we will assess your technical specialist skills and experience on the above requirements.


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.