Business Relationship Manager (Ref: 23896)

This position is based Nationally

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.

The Business Relationship Manager 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.

In this role you will:

• 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

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.

Benefits:

• Salary of £58,511 - £70,725 per year
• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance