Head of End User Services

Elsevier; Greater London; On-site; GBP 140,000 - 210,000; Full time

Job summary

Elsevier is seeking a Senior Director to lead globally distributed End User Services teams, shaping the digital workplace. You will balance operational excellence with innovation, steering AI-enabled services, technology modernization and continuous improvement across engineering, service delivery and support.

You will define strategy, drive multi-year roadmaps, manage budgets and partnerships, and embed AI-driven ways of working across teams to optimize colleague experience and business

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 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 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 governance, metrics and continuous improvement.
• Lead strategic initiatives across digital workplace technologies, collaboration platforms, cloud services and AI-enabled solutions.
• Manage budgets, resources, investment priorities and vendor relationships to deliver sustainable business outcomes.

Skills

Leadership

Stakeholder management

AI/Automation

Global team leadership

Education

BS Engineering/Computer Science

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.

About the Role

This is a Senior Director position, 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.