Head of End User Services

NICE - National Institute for Health and Care Excellence; Manchester; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

NHS Pension

Flexible working

27 days annual leave

Discounts and perks

Career development

Job summary

NICE - National Institute for Health and Care Excellence is seeking a Head of End User Services to shape and lead high‑quality, user‑centred end user services across the organisation. This hybrid role requires balancing strategic leadership with hands‑on delivery of service excellence and incident management.

You will drive a robust service management strategy, ensure secure and reliable digital workplace services, and coach teams while coordinating with suppliers and senior leaders across

Qualifications

• Experience leading IT service management at scale.
• Strong knowledge of ITIL and service delivery.
• Excellent communication with senior leaders and diverse teams.

Responsibilities

• Provide strategic leadership to user support and digital workplace teams.
• Lead and embed an IT service management strategy with clear performance measures.
• Own major incident management and coordinate with technical teams and business users.
• Manage complex supplier relationships and procurement activity to secure value.
• Coach and develop teams to raise capability and performance.
• Champion enterprise technology and strong cross‑functional collaboration.

Skills

Strategic leadership

IT service management

ITIL processes

Stakeholder management

Coaching & development

Communication skills

Tools

ITSM tools

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!

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.

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, Cyber and IT Ops Email address: [e-mail]