Region
Dublin
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Location(s)
Dublin
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Business Unit(s)
Information Communication Technology
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Job Description
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:
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.
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.
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Job Description
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Job Description Irish
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