Head of End User Services

Transformation Unit; Manchester; Hybrid; GBP 67,000 - 77,000; Full time

Benefits offered by this job

NHS Pension

Flexible working

Blue Light Card discounts

27 days annual leave

Inclusive staff networks

Personal development opportunities

Job summary

The National Institute for Health and Care Excellence (NICE) is seeking a strategic Head of End User Services to shape and lead high‑quality, user‑centred end user support across the organisation.

Based in Manchester with options for remote or hybrid working, you will champion IT service management, own incident response, manage supplier relationships and drive continuous improvement within the Service Desk and digital workplace teams.

Qualifications

• Master’s degree or equivalent in a relevant field.
• ITIL qualification or demonstrable knowledge at Managing Professional or Practice Manager levels.
• Experience leading IT service management with accountability for service performance.
• Experience building end-user IT desktop services and working with suppliers.

Responsibilities

• Provide strategic leadership to user support and digital workplace teams.
• Lead a robust service management strategy with ITIL-aligned processes.
• Own major incident management and coordinate with executives during critical issues.
• Manage supplier relationships and procurement for end-user services.
• Coach and develop teams to improve performance and delivery.

Skills

IT service management leadership

Team building

Stakeholder communication

Contract management

Strategic planning

Education

Master’s degree

ITIL qualification

Job description

Employer NICE - The National Institute for Health and Care Excellence Employer type NHS Site 3rd Floor Town Manchester Salary £66,582 - £77,368 per annum, pro rata Salary period Yearly Closing 02/10/2026 23:59

Head of End User Services

NHS AfC: Band 8b

The National Institute for Health and Care Excellence (NICE) is the independent organisation responsible for providing national guidance and advice on promoting high quality health, public health and social care.

As an equal opportunities employer we are committed to creating a inclusive environment and welcome everyone from all backgrounds to apply so we can continue to create a workforce which is representative of the communities we serve.

If you are suitably qualified and have an interest in remote, hybrid, full time or part time working we encourage you to get in touch as we are happy to discuss potential flexible working opportunities.

We have modern offices in Manchester city centre and Stratford, London. Please take into consideration that you may be required to commute to one of our offices for business purposes if necessary.

Job overview

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.

Main duties of the job

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.

Working for our organisation

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

Detailed job description and main 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.

Person specification

Education/Qualifications

• Holds highly developed specialist knowledge and expertise acquired through a master’s degree level or equivalent qualification/experience. Additionally, holds specialist knowledge of the relevant area(s) of expertise as outlined in the person specification, acquired through relevant practical experience and training/development.

Education/Qualifications

• ITIL qualification or demonstrable applied knowledge at Managing Professional or Practice Manager levels

Education/Qualifications

• Experience in an IT Service Management leadership role, with accountability for service performance and delivery.

Education/Qualifications

• Experience establishing new teams and engaging staff in effective delivery of end user IT desktop services – both applications and devices.

Education/Qualifications

• Experience of building and implementing a service catalogue in an IT/Digital context

Education/Qualifications

• Experience of working with suppliers and contract management relevant to end user IT services

Important - Due to NICE’s use of anonymised recruitment practices we ask all candidates not to include any personal details within their application.

Please contact [e-mail] with the subject, 'Reasonable Adjustments' if you wish to discuss any additional needs or reasonable adjustments which may support you with your application and/or at interview.

Application numbers

Please note this vacancy may be closed early if sufficient suitable applications are received, and therefore you are encouraged to submit an application at your earliest convenience.

Name Paul Chadwick Job title Deputy Director, Infrastructure and Cyber Email address [e-mail]