Head of End User Services - Lead IT Service Excellence

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

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.