Senior Director, End-User Services & Experience

NICE - National Institute for Health and Care Excellence; Manchester; Hybrid; GBP 85,000 - 110,000; Full time

Benefits offered by this job

NHS Pension

Flexible working

Remote working options

27 days annual leave

Blue Light Card discounts

Job summary

The National Institute for Health and Care Excellence (NICE) is seeking a Head of End User Services to shape and lead high-quality, user-centered end user services across the organisation. You will champion the transformation of end user services and drive operational excellence within the Service Desk.

In this senior role you will partner with the Infrastructure, Cyber & IT Operations team to safeguard digital services, enable trusted health guidance delivery, and foster a supportive, inclusive

Qualifications

• Extensive experience leading IT service management, enterprise technology and service desks.
• Proven ability to build high-performing, customer-focused teams.
• Strong communication skills with senior leaders across complex organisations.

Responsibilities

• Provide strategic leadership to user support and digital workplace teams.
• Lead and embed a robust service management strategy with ITIL-aligned processes.
• Own major incident management and coordinate with technical teams and business users.

Skills

IT service management

Leadership

Vendor management

ITIL

Stakeholder engagement

Job description

The National Institute for Health and Care Excellence (NICE) is seeking a Head of End User Services to shape and lead high-quality, user-centered end user services across the organisation. You will champion the transformation of end user services and drive operational excellence within the Service Desk.

In this senior role you will partner with the Infrastructure, Cyber & IT Operations team to safeguard digital services, enable trusted health guidance delivery, and foster a supportive, inclusive