Head of End User Services & Digital Workplace

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

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