DSO Training and Support Manager; Midlands Region

The DSO Training and Support Manager sits in the Live Operations team of Digital Technology Services at HM Courts and Tribunals Service, with a Midlands regional remit. Core work is delivering training to Digital Support Officers, refreshing learning packages and acting as their single point of contact. It is full-time only, with extensive Midlands travel and office attendance three days a week.

Security clearance is a condition of appointment, normally requiring five years' UK residence.

• Deliver national and refresher training for DSOs, in person or online, one-to-one or in groups
• Design, deliver and continuously improve learning packages so training stays current and aligned to business needs
• Act as single point of contact and trusted adviser for DSOs, line managers and leadership teams
• Produce and analyse regional performance reports, using continuous improvement methods to drive service improvements
• Identify and lead key projects and initiatives to improve the overall DSO service
• Triage and prioritise requests from multiple stakeholder groups, challenging constructively where needed
• Identify, elevate and track technical, operational and regional coverage risks through to resolution and governance
• Work with the DSO Coordination Team on recruitment, training and support, and promote recruitment campaigns to improve fill rates
• Prepare high-quality briefings and communications for DSOs and key stakeholders
• Represent the Head of National Digital Support Officers at meetings, coordinate consultation and contribute to briefing papers
• Provide secretariat support, including coordination, documentation and follow-up of actions
• Ensure DSO line managers follow HR policies, support onboarding of new products and services, and cover for HEO colleagues as required

• Stakeholder collaboration and engagement
• Providing end user support, advice and training
• Training, coaching and mentoring colleagues
• Leading or contributing to projects, change or continuous improvement with operational benefits
• Analysing data and performance information to identify trends and drive service improvements
• Identifying, managing and escalating risks and issues to timely resolution

• Communicating effectively, tailoring messages to different audiences
• Strong organisational skills and time management to meet deadlines
• Working independently while part of a wider team
• Adapting in a fast-paced environment
• Managing challenging situations and de-escalating conflict confidently

• Security clearance at SC level, normally requiring five years' UK residence
• Eligibility under Civil Service nationality rules
• Able to work only within the UK

• Experience using continuous improvement tools to evaluate and enhance processes
• Ability to identify emerging technologies and training sources
• Problem-solving with colleagues to deliver high-quality outcomes within tight timescales
• Experience using Microsoft digital products, systems and HMCTS applications
• Knowledge of MoJ HR policies
• Knowledge of business relationship management
• ITIL (V5) qualification

• 25 days annual leave on appointment, rising to 30 after five years' service
• Scheme to buy or sell up to three days' 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
• Family-friendly policies, including reduced hours and job share
• Flexible benefits, vouchers and discounts
• Paid paternity, adoption and maternity leave