The JustCase programme provides the central case management system used across the judicial domain, and several projects are moving from delivery into live IT services. This role exists to embed structured service management and runstable operations for those services, working with .Net applications, data and services architecture and identity and access management (IAM) patterns alongside ITIL-based processes and CRM connectors such as Microsoft Dynamics and Salesforce.
The mission
JustCase is becoming the operational backbone for judicial case handling, with multiple modules now in production and several hundred internal users across courts and administrative teams. The work matters because reliable incident handling, controlled changes and clear SLAs determine whether casework is uninterrupted and auditable. The technical landscape mixes .Net application stacks, shared data services, IAM components and integrations into Microsoft Dynamics and Salesforce for business workflows.
Day to day you will operate within a small operations team of around 8 to 12 colleagues, coordinating the service desk (L1/L2/L3), maintaining runbooks and managing the flow of incidents, problems and changes. You will be the operational point of contact between business users, internal ICT teams, project teams and external suppliers, and you will deliver SLA and KPI reporting that drives continuous service improvement.
Your responsibilities
- Lead operational service management for JustCase, ensuring service continuity and measurable improvements in SLA performance
- Implement and run ITIL processes, including Incident, Problem, Change and Request Management, and own controlled release validation
- Coordinate Service Desk activities across L1, L2 and L3 support to ensure timely incident resolution and transparent escalations
- Prioritise and track defects and service requests to maintain delivery cadence across .Net and integration components
- Produce and maintain operational documentation, runbooks and workflows that allow repeatable, auditable service operations
- Report on SLA and KPI trends and translate findings into actionable improvement initiatives with project and supplier partners
Your profile
Essential skills
- 1–4 years practical experience in IT support, application support or service management, familiar with operational runbooks and ticket lifecycles
- Working knowledge of .net application environments and how they relate to runtime incidents and deployments
- Understanding of data and services architecture, including interfaces to CRM systems such as Microsoft Dynamics and Salesforce
- Familiarity with identity and access management (IAM) concepts and their operational impact
- Practical understanding of ITIL principles and experience applying them to Incident, Change and Problem workflows
- Good communicator, organised and able to coordinate multiple stakeholders across project and operational teams
Preferred skills
- ITIL certification or equivalent formal training
- Any prior experience in the public sector or judicial IT environments