End User Services Director - IT Service Leadership

NICE – The National Institute for Health and Care Excellence; Manchester; Hybrid; GBP 67,000 - 77,000; Full time

Benefits offered by this job

Hybrid working

Flexible working options

Generous annual leave

Pension scheme

Job summary

NICE – The National Institute for Health and Care Excellence in the United Kingdom is seeking a Head of End User Services to lead transformation of end-user IT and workplace services. You will drive operational excellence, establish ITIL-based processes, and oversee major incidents while building staff capability and improving user experiences.

The role is hybrid with office presence required for at least 2 days per week, offering a comprehensive benefits package and opportunities to influence

Qualifications

• Requires senior IT service management leadership experience.
• Proven ability to lead end user IT services and workplace technology teams.
• Experience implementing ITIL-aligned processes and service management strategies.
• Experience managing suppliers and contracts for end-user services.

Responsibilities

• Provide strategic leadership to user support and digital workplace teams, creating a high-performing, customer-focused service culture.
• Lead and embed a robust service management strategy, including ITIL-aligned processes and clear performance measures.
• Own major incident management, engaging technical teams, business users and senior leaders during critical issues.
• Manage complex supplier relationships and procurement activity, ensuring value for money and effective service delivery.
• Build capability through coaching, performance management and learning and development across teams.

Education

Master's degree or equivalent level of study

ITIL qualification

Job description

NICE – The National Institute for Health and Care Excellence in the United Kingdom is seeking a Head of End User Services to lead transformation of end-user IT and workplace services. You will drive operational excellence, establish ITIL-based processes, and oversee major incidents while building staff capability and improving user experiences.

The role is hybrid with office presence required for at least 2 days per week, offering a comprehensive benefits package and opportunities to influence