ICT Digital Delivery Manager Higher Executive Officer

THE ROLE

The Courts Service is seeking to appoint an ICT Digital Delivery Manager at Higher Executive Officer level to support the successful delivery, rollout and ongoing operation of modern digital services.

The role will be both business-facing and ICT-facing, requiring the successful candidate to work closely with business users, ICT Applications, developers, ICT Operations, vendors, support teams and other key stakeholders. The post holder will help ensure that new and enhanced digital solutions are delivered effectively, adopted by users, supported after go-live and continuously improved.

The role will involve a blend of rollout management, training coordination, user support, requirements capture, business analysis, delivery coordination and liaison with software development and ICT operations teams. The successful candidate will play an important role in ensuring that business needs are understood, translated into clear requirements, developed into effective solutions, and successfully implemented across relevant business areas.

The role contributes to the Courts Service digital transformation programme by supporting the delivery of digital services that align with business needs, strategic objectives and a user-centred approach to change.

KEY RESPONSIBILITIES

Rollout and Implementation Management

• Support the rollout and implementation of new and enhanced digital services across relevant Courts Service business areas.

• Assist in planning and coordinating phased rollouts, pilots, go-live activities and post go-live support.

• Work with business areas, ICT teams and project stakeholders to ensure operational readiness before implementation.

• Coordinate rollout activities including communications, training, user engagement, issue tracking and hypercare arrangements.

• Monitor adoption during rollout and identify issues, risks or blockers that may impact successful implementation.

• Support the transition of new services into business-as-usual support arrangements.

Requirements Capture and Business Analysis

• Engage directly with business users, operational teams and subject matter experts to capture, analyse and document business requirements.

• Assist in translating business needs into clear functional and non-functional requirements for developers, ICT teams and vendors.

• Support workshops, interviews, working groups and feedback sessions to understand current processes and identify opportunities for improvement.

• Document existing and future-state processes, user journeys and business rules where required.

• Work with stakeholders to validate requirements, test proposed solutions and ensure delivered functionality meets business needs.

• Support prioritisation of requirements, change requests and backlog items in collaboration with project and ICT colleagues.

Liaison with Developers and ICT Teams

• Act as a key link between business users, software developers, ICT Applications and ICT Operations.

• Work with developers to clarify requirements, support testing and ensure solutions are aligned with user needs.

• Support defect triage, issue investigation and prioritisation during development, testing and rollout.

• Liaise with ICT Operations to ensure appropriate support, access, environment, infrastructure and operational considerations are addressed.

• Support the handover of new solutions, known issues and knowledge materials to operational support teams.

• Help ensure that digital solutions are delivered in line with agreed standards, governance and quality expectations.

Training, Adoption and User Support

• Support the development and delivery of training plans for new digital services.

• Assist in preparing user guides, training materials, FAQs, videos, support content and other adoption supports.

• Coordinate and/or deliver training sessions, walkthroughs, demonstrations and drop-in clinics for staff and other users.

• Provide practical support during go-live and hypercare periods.

• Capture feedback from users and ensure issues, enhancement requests and training gaps are recorded and progressed.

• Promote user adoption by explaining the purpose, benefits and practical use of new digital services.

Support and Continuous Improvement

• Provide ongoing support for digital services, working with ICT Operations, Applications, service desk and vendor teams as required.

• Assist in managing support queries, incidents, defects and enhancement requests.

• Help analyse recurring issues and identify opportunities to improve processes, training, system design or support arrangements.

• Support quality assurance, user acceptance testing and validation of fixes or enhancements.

• Contribute to continuous improvement of digital services by capturing lessons learned from rollout, support and user feedback.

• Maintain appropriate documentation to support knowledge transfer, service continuity and future enhancements.

Stakeholder Engagement

• Proactively engage with a wide range of stakeholders including judiciary, staff, legal practitioners, operational teams, ICT teams, vendors and external partners where relevant.

• Support working groups, workshops and other forums required to progress digital transformation.

• Build strong working relationships with business and ICT stakeholders to support successful delivery.

• Communicate clearly and confidently with users at all levels.

• Help secure buy-in for new ways of working by explaining changes, benefits and impacts in a practical and understandable way.

Vendor and Delivery Partner Engagement

• Liaise with external vendors, contractors and delivery partners in relation to requirements, delivery, testing, rollout and support.

• Assist in monitoring vendor outputs, timelines, quality and responsiveness.

• Escalate issues where delivery or support does not meet expectations.

• Support procurement or sourcing activity where business, technical or operational input is required.

Team and Leadership

• Work effectively as part of a multi-disciplinary ICT and business delivery environment.

• Support and mentor colleagues where appropriate.

• Promote collaboration, learning and knowledge sharing across teams.

• Demonstrate flexibility, initiative and a willingness to adapt to changing priorities.

• Lead by example and demonstrate a strong commitment to public service values.

The above is intended as a guide and is neither definitive nor restrictive. The duties of the role may be reviewed and revised from time to time in line with organisational requirements.

ESSENTIAL REQUIREMENTS:

Qualifications

• Leaving Certificate or equivalent.

• An ICT, business, project management or related qualification is desirable. Equivalent relevant experience will also be considered.

Required Experience

Applicants should have at least three years' relevant and recent experience in a role involving digital delivery, ICT project implementation, business analysis, software delivery, service rollout, ICT support or a related discipline.

Candidates should be able to demonstrate experience in some or all of the following areas:

• Rollout or implementation of digital, ICT or business change projects.

• Requirements gathering, business analysis or process mapping.

• Working with business users to understand needs and translate them into practical delivery requirements.

• Liaising with software developers, ICT operations teams, vendors or technical specialists.

• Supporting testing, user acceptance testing, defect triage or solution validation.

• Coordinating training, user adoption, communications or post go-live support.

• Supporting digital services in an enterprise or public service environment.

• Managing multiple workstreams, stakeholders and priorities.

• Strong written and verbal communication skills.

• Strong analytical, organisational and problem-solving skills.

• Ability to work collaboratively with both technical and non-technical stakeholders.

• A proactive, customer-focused and solution-oriented approach.

Desirable Experience

• Experience in a business analyst, rollout manager, product support, digital delivery or ICT service delivery role.

• Experience of agile delivery, user-centred design, DevOps or iterative product development.

• Familiarity with software development lifecycles.

• Experience working with Microsoft Power Platform, Dynamics 365, Azure DevOps or similar enterprise platforms.

• Experience preparing user guides, training materials, support documentation or knowledge base content.

• Experience supporting change management and adoption of new digital services.

• Experience working with public sector, legal, courts or case management environments.

• Experience of vendor management or working with external delivery partners.

• Awareness of ITIL or ICT service management practices.

• Experience in data analysis, reporting or use of dashboards to monitor adoption, issues or performance.

5. APPLICATION PROCESS

Application should be made by logging into the advertisement link.

The closing date is 12noon on 28 August 2026. Applications received after the closing date and time will not be accepted.

Candidates who do not hold or do not demonstrate the skills and experience will not be called for interview.

The admission of a person to a competition, or invitation to attend an interview, is not to be taken as implying the Courts Service is satisfied such a person fulfils the requirements of the competition or is not disqualified by law from holding the position and does not carry a guarantee that your application will receive further consideration. It is important, therefore, for candidates to note that the onus is on them to ensure that they meet the eligibility requirements for the competition before attending for interview. If a candidate does not meet these essential entry requirements but nevertheless attends for interview, that candidate will be putting him or herself to unnecessary expense.

It is important to note the onus is on applicants to ensure the eligibility requirements for the competition are met before attending for interview.

The Courts Service accepts no responsibility for communication not accessed or received by an applicant.

SELECTION METHODS

The Selection Process will involve:

• Shortlisting of candidates, on the basis of the information contained in their CV (No more than 2 pages) & Cover Letter (No more than 2 pages).

• a competitive interview.

Assessment

The Courts Service will short list to select a group for interview who, based on an examination of the CV & cover letter, appear to be the most suitable for the position.

Those that demonstrate evidence at the required level will be called to interview.

Skills and capabilities

Candidates should demonstrate they have the capability to carry out the duties of the role successfully. The capabilities are listed below:

Building Future Readiness

“Delivering excellent public policy and services requires us to embrace change and innovation. We strive to create an inclusive customer centric strategy and vision that keeps pace with environmental, social and technological changes. Adopting an agile and digital-first approach, we will continually upskill, change and improve how we do things to meet current and future demands.”

Digital Focus

• Maximises the use of technology and digital solutions to drive efficiencies and support better service delivery.

Innovation & Creative Solutions

• Encourages and delivers innovative ideas, creative solutions and useful suggestions, with a good understanding of the practicalities.

• Tries new or different approaches, demonstrating the flexibility to learn from mistakes, adapt and improve.

Upskilling for the Future

• Proactively seeks development opportunities, building on strengths and addressing weaknesses or gaps with a positive attitude and willingness to learn.

• Committed to building knowledge and skills for the future.

• Understands what the team needs to do, to build future readiness and skills.

Strategic Awareness & Future Focus

• Contributes to the development of policy, strategy and future planning for their area.

• Works with management to identify links between the broader organisational and departmental strategy and the yearly objectives of their team.

Contextual Awareness

• Keeps up to date with wider Civil Service Policies and developments relevant to their own area.

• Considers the wider impact of policies and strategies, including who or what they affect.

Facilitating Change

• Supports others through change, highlighting the benefits of change, innovation or new technology.

• Identifies and makes recommendations for change based on their analysis, expertise and insights.

Evidence-informed delivery

“Delivering excellent public policy and services requires us to make evidence based and well-informed judgements and decisions, prioritise objectives and effectively manage resources, using relevant information to evaluate the delivered outcome to ensure maximum benefit for the people we serve”

Managing Work & Resources

• Manages, plans and prioritises workload to ensure targets and deadlines are met.

• Works in a systematic, organised and efficient manner, getting up to speed with new tasks at an appropriate pace.

• Manages resources effectively to deliver best outcome possible.

Delivering Quality Outcomes & Service

• Sets high standards and goals for self and team with commitment to meeting these.

• Has good oversight of their teams work and puts procedures in place to track progress and quality.

• Practices and promotes delivering excellence in customer service and prioritises the customer experience.

• Seeks feedback on work and evaluates delivery against required outcomes.

• Attitude, Initiative & Flexibility.

• Demonstrates ownership, initiative and responsibility over own work, while also supporting the team.

• Maintains resilience and a ‘can-do’ attitude when working under pressure or constraints, seeking support when necessary.

• Ensures self and team are flexible and agile in the face of challenges or changing demands.

Gathering, Analysing & Utilising Information

• Gathers, understands and analyses data from a range of sources, to identify key information or core issues.

• Ensures systems are in place to appropriately gather, manage and utilise data.

• Analyses and evaluates complex verbal and numerical information in an accurate and timely manner.

Problem Solving

• Solves problems in a logical manner, gathering relevant information and data, exploring different solutions and escalating issues where necessary.

Informed Judgement & Decision Making

• Makes balanced judgements and decisions, drawing from evidence, experience and relevant policies and procedures.

• Makes appropriate and timely decisions, communicating the rationale and seeking support, where required.

• Exhibits good judgement in dealing with difficult, ambiguous situations and ‘on-the-spot’ issues.

Leading and Empowering

“Delivering excellent public policy and services requires us to lead in our areas of expertise, inspire others and create a clear vision. We are committed to developing, supporting, and empowering our colleagues to meet their potential and to creating a positive and inclusive work environment where everyone's contribution is valued.”

Developing, Motivating & Supporting Performance

• Motivates high performance by providing recognition, guidance, coaching and regular feedback.

• Effectively utilises both formal and informal performance management techniques.

• Understands team members strengths and development needs and allocates work appropriately, ensuring all members have exposure to developmental opportunities.

Empowerment, Trust & Honesty

• Empowers their team, encourages autonomy, values others’ input and opinions and delegates tasks with trust.

• Creates an inclusive, safe and open team environment.

• Leads with integrity, honesty and accountability.

Social & Emotional Intelligence

• Prioritises wellbeing for self and others, showing consideration, empathy and support.

• Demonstrates good self-awareness and ability to manage own emotions and behaviour, particularly in challenging situations.

Specialist Expertise & Professional Development

• Demonstrates a high degree of specialist expertise and knowledge in their area.

• Committed to continuous professional development, engaging in relevant courses, conferences and activities to keep knowledge up to date.

Leading, Advocating & Knowledge Sharing

• Leads and advocates in their area of expertise, through openly sharing insights, knowledge, evidence and rationale.

• Creates opportunities to share and transfer knowledge.

• Capable of describing technical terms in an easily understandable manner.

Balancing Autonomous Work, Cross-Functional Work & Teamwork

• Capable of working independently, as well as with their team and with other areas or functions.

• Has a clear understanding of what work needs to be done and how to do it, with the ability to self-motivate, setting own goals and targets.

Communicating and Collaborating

“Delivering excellent public policy and services requires us to work together, build relationships and collaborate enabling a joined up, whole-of-Government approach. Effective engagement and communication with our customers, clients and colleagues will enhance and build trust in our services.”

Salary

The salary scale for the position (rates effective from 01 June 2026) is as follows:

Higher Executive Officer - Personal Pension Contribution Salary Scale:

€60,029.00, €61,785.00, €63,537.00, €65,286.00, €67,044.00, €68,792.00, €70,547.00 (NMAX), €73,077.00 (LSI1), €76,546.00 (LSI2)

New entrants to the Civil Service will be appointed to the first point of the (PPC) salary scale.