Head of End-User Services - Hybrid IT Service Leadership

NICE - National Institute for Health and Care Excellence; Manchester; Hybrid; GBP 58,000 - 65,000; Full time

Benefits offered by this job

Pension scheme

Remote working

Blue Light Card

Annual leave

Inclusion networks

Women in NICE

NICE and Proud

Development opportunities

Flexible hours

Job summary

NICE - National Institute for Health and Care Excellence in Manchester is seeking a Head of End User Services to lead strategic, user‑focused support across the organisation. This senior role shapes digital workplace services and champions a culture of excellence in service delivery.

The post requires collaboration with IT, security and procurement, strong ITIL governance, and ability to manage complex supplier relationships.

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, 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.

Job description

NICE - National Institute for Health and Care Excellence in Manchester is seeking a Head of End User Services to lead strategic, user‑focused support across the organisation. This senior role shapes digital workplace services and champions a culture of excellence in service delivery.

The post requires collaboration with IT, security and procurement, strong ITIL governance, and ability to manage complex supplier relationships.