Head of End User Services

LexisNexis Risk Solutions; Greater London; Hybrid; GBP 120,000 - 210,000; Full time

Benefits offered by this job

Wellbeing initiatives

Shared parental leave

Study assistance

Sabbaticals

Job summary

RELX is seeking a Senior Technology Leader to shape and govern End User Services, driving the AI-enabled transformation of our digital workplace. You will lead globally distributed teams spanning Enterprise, Network, and Service Delivery, delivering secure, modern workplace technology at scale.

You will oversee multi-year roadmaps, partner with execs, and ensure governance, risk management and operational excellence while embedding AI-driven ways of working across engineering and support teams.

Qualifications

• Significant experience leading large-scale technology operations within a complex global organisation.
• Proven ability to develop strategy while delivering operational excellence across multiple technology disciplines.
• Strong knowledge of digital workplace technologies, cloud services, IT service management, governance and information security.
• Experience leading technology and organisational transformation, including AI-enabled capabilities.
• Strong stakeholder management, communication and influencing skills.
• Commercial and financial acumen, including budget, resource and vendor management.
• Track record of building inclusive, high-performing teams.
• Sound judgement on the practical application of AI and experience developing AI capability within organisations.

Responsibilities

• Develop and deliver the End User Services strategy and multi-year roadmap aligned to priorities.
• Translate strategic objectives into measurable operational outcomes, balancing transformation with operational excellence.
• Drive adoption of emerging technologies, including AI and automation, to enhance colleague experience and business performance.
• Establish governance and operating models for responsible AI adoption, balancing innovation with security, compliance and risk management.
• Lead global Engineering, Enterprise Engineering, Network Engineering, Service Assurance, Service Delivery and 24/7 TechDesk teams.
• Drive service quality, resilience, security and operational performance through robust governance, metrics and continuous improvement.
• Lead strategic initiatives across digital workplace technologies, collaboration platforms, cloud services, device management and AI-enabled solutions.
• Manage budgets, resources, investment priorities and vendor relationships to deliver sustainable business outcomes.

Skills

Strategic leadership

Global stakeholder management

AI-enabled capabilities

Cloud services

IT service management

Governance and information security

Budget and vendor management

High-performing teams

Education

BS Engineering/Computer Science or equivalent

ITIL certification preferred

Job description

Would you like to shape the future of end user technology services and drive enterprise-wide transformation through AI, automation, and innovation? Are you passionate about building high-performing global teams, delivering operational excellence, and creating exceptional colleague experiences at scale? About our Team Technology Infrastructure & Operations (TIO) provides the technology foundation that enables Elsevier's global business. With over 400 colleagues across 15 countries, TIO manages the infrastructure, operational services and enterprise platforms that support approximately 9,000 employees worldwide. End User Services is a key function within TIO, delivering secure, reliable and modern workplace technology while driving engineering excellence, operational resilience, AI enablement and enterprise transformation. The resource model is a combination of FTEs and trusted partner organizations augmenting our bench.

Reporting to the Senior Vice President, Technology Infrastructure & Operations, you will lead globally distributed engineering and operational teams spanning Enterprise Engineering, Network Engineering, Service Assurance and Service Delivery.

You will shape the future of Elsevier's digital workplace by balancing operational excellence with innovation, driving automation, AI-enabled services, technology modernization and continuous improvement. You will also shape how the function itself operates in an AI-enabled environment, embedding AI-driven ways of working across engineering, service delivery and support teams.

Responsibilities

• Develop and deliver the End User Services strategy and multi-year roadmap aligned to Elsevier and Technology Infrastructure & Operations priorities.
• Translate strategic objectives into measurable operational outcomes, balancing transformation with operational excellence.
• Drive adoption of emerging technologies, including AI and automation, to enhance colleague experience and business performance.
• Establish governance and operating models for responsible AI adoption, balancing innovation with security, compliance and risk management.
• Lead global Engineering, Enterprise Engineering, Network Engineering, Service Assurance, Service Delivery and 24/7 TechDesk teams.
• Drive service quality, resilience, security and operational performance through robust governance, metrics and continuous improvement.
• Lead strategic initiatives across digital workplace technologies, collaboration platforms, cloud services, device management and AI-enabled solutions.
• Manage budgets, resources, investment priorities and vendor relationships to deliver sustainable business outcomes.

Requirements

• Significant experience leading large-scale technology operations within a complex global organisation.
• Proven ability to develop strategy while delivering operational excellence across multiple technology disciplines.
• Strong knowledge of digital workplace technologies, cloud services, IT service management, governance and information security.
• Experience leading technology and organisational transformation, including AI-enabled capabilities.
• Strong stakeholder management, communication and influencing skills.
• Commercial and financial acumen, including budget, resource and vendor management.
• Track record of building inclusive, high-performing teams.
• Sound judgement on the practical application of AI and experience developing AI capability within organisations.

Other Certifications: ITIL preferred BS Engineering/Computer Science or equivalent experience required

Language: English (fluent). Additional languages are a plus.

Travel: Up to 20% (domestic and international).

Work in a Way That Works for You

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people.

Benefits

• numerous wellbeing initiatives
• shared parental leave
• study assistance
• sabbaticals

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals’ advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world. We know your well-being and happiness are key to a long and successful career.

We are delighted to offer country specific benefits.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

USA Job Seekers: EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.