Head of End User Services

NICE - National Institute for Health and Care Excellence; Manchester; Hybrid; GBP 85,000 - 110,000; Full time

Benefits offered by this job

NHS Pension

Flexible working

Remote working options

27 days annual leave

Blue Light Card discounts

Job summary

The National Institute for Health and Care Excellence (NICE) is seeking a Head of End User Services to shape and lead high-quality, user-centered end user services across the organisation. You will champion the transformation of end user services and drive operational excellence within the Service Desk.

In this senior role you will partner with the Infrastructure, Cyber & IT Operations team to safeguard digital services, enable trusted health guidance delivery, and foster a supportive, inclusive

Qualifications

• Extensive experience leading IT service management, enterprise technology and service desks.
• Proven ability to build high-performing, customer-focused teams.
• Strong communication skills with senior leaders across complex organisations.

Responsibilities

• Provide strategic leadership to user support and digital workplace teams.
• Lead and embed a robust service management strategy with ITIL-aligned processes.
• Own major incident management and coordinate with technical teams and business users.

Skills

IT service management

Leadership

Vendor management

ITIL

Stakeholder engagement

Job description

Do you want to do meaningful work that makes a genuine difference to society? Our main purpose here at The National Institute for Health and Care Excellence (NICE) is to improve health and wellbeing by putting science and evidence at the heart of health and care decision-making.

As an organisation we all collaborate to achieve this goal by empowering our workforce to do great things!

Please note that this role may not be eligible for sponsorship under the Skilled Worker route. Please refer to the DirectGov website for more information on eligibility.

We reserve the right to close adverts early should we receive sufficient applications, so please don't delay your submission.

Notes On Completing Your Application

As part of our commitment to fairness, transparency, and personal integrity, we ask all applicants to ensure that their job applications reflect their own experiences, skills, and motivations.

Applications that provide tangible examples of real life experience with delivered outcomes are more likely to meet the standards of our shortlisting criteria.

While AI tools can support spelling, grammar, or formatting, we expect that the content of your application is written by you. This helps us get to know the real you and ensures that our recruitment process remains equitable and meaningful for everyone.

The Head of End User Services is a senior leadership role within NICE's Digital, Information and Technology directorate, responsible for shaping and leading high-quality, user-centered end user services across the organisation.

The role champions leads the transformation of end user services and support, driving operational excellence, continuous improvement and a seamless experience for users engaging with the Service Desk.

Responsibilities Include

• 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, confidently engaging technical teams, business users and senior leaders during critical issue.
• 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.
• Bring extensive experience of IT service management leadership, enterprise technology and excellent communication skills.

The Infrastructure, Cyber & IT Operations team plays a critical role in ensuring NICE’s digital services are secure, resilient, and reliable. The team is responsible for safeguarding systems and information, supporting users across the organisation, and maintaining operational stability with minimal risk or disruption.

As part of this team, you will help protect nationally important digital services while enabling NICE to deliver trusted guidance and information to health and care users across England.

We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment.

We are passionate and proud of the work we do and the impact we make. NICE offer:

• Generous NHS Pension - Secure your future with one of the most rewarding pension schemes in the UK
• Flexible working - Enjoy a healthy work-life balance with options like remote working, compressed hours and flexible start/finish times
• Exclusive discounts - Save on shopping, dining and more with a Blue Light Card Time to recharge - Start with 27 days' annual leave plus bank holidays
• Inclusive staff networks - Join supportive communities like Women in NICE, Race Equality Network, Disability Advocacy and NICE and Proud - we celebrate diversity
• Tailored development - Grow your career with personalised learning and development opportunities

For further details / informal visits contact: Name: Paul Chadwick Job title: Deputy Director, Infrastructure and Cyber Email address: [e-mail]