Head of End User Services

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

Head of End User Services

The closing date is 08 November 2026

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!

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.

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.

This is a hybrid role which will come with a requirement to be office based for at least 2 days per week.

Main duties of the job

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.

About us

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:

Secure your future with one of the most rewarding pension schemes in the UK.

Enjoy a healthy work-life balance with options like remote working, compressed hours and flexible start/finish times.

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.

Job responsibilities

To be considered for this role, you should be able to particularly demonstrate the person specification criteria in the job advert in your application. However, applicants should be able to demonstrate all essential criteria through the entirety of the recruitment process to be considered for the job.

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.

Person Specification

Qualifications

• Holds highly developed specialist knowledge and expertise acquired through a master's degree or equivalent level of study, professional qualification, or significant relevant experience. Demonstrates specialist knowledge in the areas outlined within the person specification, developed through practical experience, professional development and ongoing learning.

Qualifications

• Holds an ITIL qualification or can demonstrate substantial practical application of ITIL principles at Managing Professional, Practice Manager or equivalent level.

Experience

• Provide evidence of your experience in an IT Service Management leadership role, with responsibility for service performance, operational delivery and continual service improvement.

Experience

• Provide evidence of your experience establishing new teams and engaging staff to deliver high-quality end user IT services, including desktop applications, devices and workplace technology services. Able to demonstrate how staff have been engaged, developed and supported to achieve service objectives.

Experience

• Provide evidence of your experience managing suppliers and contracts relating to end user IT services, including monitoring performance, managing relationships and ensuring delivery against service requirements.

Experience

• Provide evidence of your experience developing, implementing and maintaining a service catalogue within an IT or digital environment, ensuring services are clearly defined, accessible and aligned to user and organisational needs.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

NICE – The National Institute for Health and Care Excellence

Address

National Institute for Health and Care Excellence

£66,582 to £77,368 a yearper annum, pro rata

Contract

Permanent

Working pattern

Full-time,Part-time,Flexible working,Compressed hours

Reference number

907-933-DIT-A

Job locations

National Institute for Health and Care Excellence