Director of End-User Services & IT Experience

Nice; United States; Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

NHS Pension

Flexible working

Blue Light Card discounts

27 days annual leave

Diversity networks

Learning & development opportunities

Job summary

NICE is seeking a Head of End User Services to lead our end-user support and digital workplace teams, shaping service delivery and incident management with ITIL-aligned processes. You will drive supplier relationships, performance metrics and a culture of continuous improvement across the organisation.

The role requires senior leadership experience in IT service management, enterprise technology, and exceptional communication with business leaders.

Qualifications

• Senior leadership in end-user services or IT service management.
• Experience with ITIL-aligned service management and performance metrics.
• Strong communication with senior leaders and cross-functional teams.
• Knowledge of enterprise technology and digital workplace environments.

Responsibilities

• Provide strategic leadership to user support and digital workplace teams.
• Lead and embed a robust service management strategy, including ITIL-aligned processes and clear performance measures.
• Own major incident management, 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 and excellent communication skills.

Skills

Strategic leadership

ITIL framework

Incident management

Supplier management

Coaching & development

Communication skills

Job description

NICE is seeking a Head of End User Services to lead our end-user support and digital workplace teams, shaping service delivery and incident management with ITIL-aligned processes. You will drive supplier relationships, performance metrics and a culture of continuous improvement across the organisation.

The role requires senior leadership experience in IT service management, enterprise technology, and exceptional communication with business leaders.