23896 - Business Relationship Manager

Job Title: Business Relationship Manager (Judicial, RCJ and HQ)

Grade: Grade 7

Directorate: Digital and Technology Services (DTS)

Location: National

Contract Type: Permanent

Working Pattern: Full-time/ Flexible Working

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).

Introduction

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.

Background

The Judicial, RCJG and HQ portfolio encompasses a diverse range of digital and technology services including workplace technology, networks, audio visual services, collaboration platforms, business applications, legacy systems and emerging digital services. The portfolio supports judicial office holders, Royal Courts of Justice operations, senior HMCTS leadership teams and corporate functions. The environment is complex, highly visible and often politically sensitive, requiring careful stakeholder management, strong service leadership and a deep understanding of user needs.

As HMCTS continues to modernise its services and technology estate. Effective partnership between business and technology teams is critical to ensuring services remain resilient, secure, accessible and aligned to organisational priorities.

The jobholder must provide clear leadership and focus, visibly championing the changes which improve user experience for the judiciary, operational teams and citizens served by them, supporting the delivery of greater efficiencies. They will provide open minded and enthusiastic digital leadership, recognising that they are accountable for the rigorous delivery of critical live operational services on a national scale.

The HMCTS Senior Management Team expects all leaders to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.

Job Description

The postholder will act as the senior relationship lead between Digital and Technology Services and the judiciary, Royal Courts of Justice Group and HQ business areas.

They will ensure digital and technology services support the effective administration of justice whilst recognising and respecting the constitutional independence of the judiciary.

The role is responsible for building trusted relationships with senior stakeholders, representing user needs within DTS, coordinating strategic demand, supporting service improvement and ensuring that business priorities are reflected in technology planning and delivery.

The postholder will provide leadership across a complex portfolio of live services and technology initiatives, ensuring stakeholders receive clear communication, effective support and confidence in the services provided by HMCTS.

The role reports to the Head of Judicial, RCJG and HQ Digital and Technology and includes line management responsibilities for a multidisciplinary team.

In this role you will

Your role as Business Relationship Manager will encompass several key responsibilities listed below (but not limited to):

• Develop and maintain trusted relationships with senior judicial stakeholders, HMCTS leaders, Ministry of Justice partners and suppliers, acting as the primary strategic liaison between Digital Technology Services (DTS) and the Judicial, RCJG and HQ portfolios.

• Provide expert advice on digital and technology services, ensuring stakeholders are informed of performance, risks, opportunities and future developments.

• Lead stakeholder engagement activities, ensuring business priorities, user needs and feedback are reflected in service strategies, roadmaps and delivery plans.

• Maintain oversight of a complex portfolio of digital and technology services, ensuring alignment with organisational objectives and strategic priorities.

• Coordinate and manage competing business demands, providing a clear view of service performance, risks, dependencies and improvement activities across multiple teams and services.

• Champion user-centred, accessible and inclusive service delivery, ensuring services meet the diverse needs of 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 to support successful implementation of 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 high-quality assurance, governance support and executive reporting to senior leaders, boards and judicial stakeholders.

• Manage effective relationships with suppliers and delivery partners, ensuring contractual commitments, service standards and continuous improvement objectives are achieved.

• Lead, develop and inspire a high-performing team, promoting an inclusive culture, professional development, service management best practice and the growth of the Business Relationship Management capability across DTS.

Essential skills

• Significant experience of stakeholder relationship management within a complex organisational environment.

• Experience of 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 of managing service performance, risk and operational delivery within complex environments.

• Experience of leading or supporting significant business change and service improvement initiatives.

• Experience of delivering services in environments where accessibility, inclusion and diverse user needs are important considerations.

• Strong analytical skills with the ability to interpret complex information and support decision making.

• Excellent communication, engagement and influencing skills.

• Experience of working across multiple teams and organisational boundaries to deliver outcomes.

• Ability to operate effectively in environments characterised by ambiguity, competing priorities and continual change.

• Experience of producing concise reporting and briefings for senior stakeholders.

• Ability to balance strategic thinking with operational delivery

The below criteria are desirable only. These will not be assessed throughout the recruitment process, but will be used in the event of tied scores between candidates

Desirable skills

• Experience of working with the judiciary, courts, tribunals or wider justice sector organisations.

• Experience of working within government, public sector or highly regulated environments.

• Experience of service management, IT operations or digital service delivery.

• Experience of accessibility, assistive technology or inclusive service design.

• Experience of supplier and commercial management.

Application process:

This role will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks during the sift and interview process. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the IT Operations Family, is a Business Relationship Manager role, at Lead Business Relationship Manager level.

Stage 1 - Sift:

To apply for this position, you must submit the following as part of your application:

• An anonymised CV, setting out your career history, key responsibilities and achievements. Your CV will be assessed against the essential criteria outlined within the Essential Skills section of this advert.

• A Statement of Suitability which should give us real life examples of how your skills and experience match those needed for this role. We recommend following the STAR format.

• Behaviour examples illustrating the Civil Service Behaviours listed under the Application form stage assessments section.

• You will be required to provide a technical example on your application form relating to Stakeholder relationship management as part of the GDD Capability Skill.

Should we receive a high volume of applications, a pre-sift may be conducted on the technical. Candidates who pass the pre-sift will be fully assessed on all the sift criteria.

Please access the following link for guidance on how to apply -Application Guidance

Stage 2 - Interviews:

Successful candidates who passed the sift will be invited to interview via Microsoft Teams. At interview stage, you will be assessed against the following – Technical and Strengths. Details can be found under the interview stage assessment section on the advert. For Technical you will be expected to align your answers to the Government Digital and Data (GDD) Capability Framework

For further guidance on the interview process please click here

Important information

Salary details

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

Travel requirements

There will be a requirement to travel occasionally to any HMCTS site in line with business needs.

Skilled Worker Sponsorship

This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you are looking to apply for a Skilled Worker Visa for the first time.

The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility ill be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you do not meet the new eligibility criteria for sponsorship (or the transitional provisions), you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.

Proud to Serve. Proud to keep justice going.