Head of End-User Services & IT Experience

NICE; Manchester; Ibrido; GBP 67.000 - 77.000; Tempo pieno

Vantaggi offerti da questo lavoro

Pension scheme

Hybrid/remote working options

Flexible working hours

27 days annual leave

Blue Light Card

Descrizione del lavoro

NICE – The National Institute for Health and Care Excellence in Manchester is seeking a strategic Head of End User Services to lead the transformation of end user IT services. The role drives operational excellence, performance metrics, and a seamless user experience across the organisation.

The position requires senior leadership in IT service management, with a focus on embedding ITIL-aligned processes, strong stakeholder engagement, and the ability to manage major incidents and supplier

Competenze

• Masters degree or equivalent in a relevant field; professional experience accepted.
• ITIL qualification or demonstrated ITIL practice at advanced level.
• Experience leading IT service management with measurable performance improvements.
• Experience creating and maintaining a service catalogue in IT/digital environments.

Mansioni

• Provide strategic leadership to user support and digital workplace teams, creating a high-performing, customer-focused service culture.
• Embed a robust service management strategy with ITIL-aligned processes and clear performance measures.
• Own major incident management and coordinate with 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.
• Coach and develop teams to improve service delivery and operational capability.
• Communicate effectively with stakeholders to align IT services with business needs.

Conoscenze

IT Service Management leadership

Team building and staff development

Supplier and contract management

Service catalogue development

Formazione

Master's degree or equivalent

ITIL qualification

Descrizione del lavoro

NICE – The National Institute for Health and Care Excellence in Manchester is seeking a strategic Head of End User Services to lead the transformation of end user IT services. The role drives operational excellence, performance metrics, and a seamless user experience across the organisation.

The position requires senior leadership in IT service management, with a focus on embedding ITIL-aligned processes, strong stakeholder engagement, and the ability to manage major incidents and supplier