Head of End User Services

RX Brasil; Greater London; Hybrid; GBP 130,000 - 180,000; Full time

Job summary

Elsevier seeks a senior leader to shape the End User Services strategy and drive global engineering and operations across Enterprise, Network, and Service Delivery. You will balance operational excellence with innovation, deploying AI-enabled workplace solutions and strong governance to ensure secure, reliable technology.

You will lead diverse teams, manage budgets and partnerships, and align priorities with enterprise goals while promoting inclusive, high-performing 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.

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.

Skills

Leadership

Strategy development

Stakeholder management

Budgeting

AI capabilities

Cloud services

Information security

Communication

Influencing

Education

BS Engineering/Computer Science

Tools

ITIL

Job description

About our Team

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.

About the Role

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. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

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 committed to providing a fair and accessible hiring process. 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. 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. Elsevier is a global leader in advanced information and decision support for science and healthcare. We believe that by working together with the communities we serve, we can shape human progress to go further, happen faster, and benefit all. We support continuous discovery and uphold the highest standards of content integrity, reliability, and reproducibility so the communities we serve can advance their field of science, healthcare or innovation with confidence. By combining high-quality content with powerful analytics, we transform complexity into clarity and deliver mission-critical insights that help professionals make better decisions when it matters most. We deliver insights that help research institutions, governments, and funders achieve their goals. We help researchers discover and share knowledge, collaborate, and accelerate innovation. We help librarians provide verified, quality information to universities. We help innovators turn knowledge into new products. We help health professionals improve patient care and educators train the next generation of doctors and nurses. Connecting quality content and innovative technologies, we make progress go further and happen faster. And by championing inclusion and sustainability, we ensure progress benefits all. With 9,500 employees, over 2,300 technologists in 5 major tech hubs, and more than 60 locations across the globe, we are committed to supporting the scientific and healthcare communities around the world. We offer a diverse range of opportunities across technology, commercial, business, and early career jobs. If you are looking for a career that inspires progress in science, innovation and health, and allows you to grow every day, find your team at Elsevier. Elsevier is part of RELX Group.