Head of End User Services

Go back NICE - The National Institute for Health and Care Excellence

Head of End User Services

The closing date is 25 June 2026

Do you want to do meaningful work that makes a genuine difference to society? Our main purpose here at the National Institute for Health and Care Excellence (NICE) is to improve health and wellbeing by putting science and evidence at the heart of health and care decision making.

As an organisation we all collaborate to achieve this goal by empowering our workforce to do great things!

Please note that this role may not be eligible for sponsorship under the Skilled Worker route. Please refer to the DirectGov website for more information on eligibility.

We reserve the right to close adverts early should we receive sufficient applications, so please don't delay your submission.

Notes on completing your application: As part of our commitment to fairness, transparency, and personal integrity, we ask all applicants to ensure that their job applications reflect their own experiences, skills, and motivations.

Applications that provide tangible examples of real life experience with delivered outcomes are more likely to meet the standards of our shortlisting criteria.

While AI tools can support spelling, grammar, or formatting, we expect that the content of your application is written by you. This helps us get to know the real you and ensures that our recruitment process remains equitable and meaningful for everyone.

Main duties of the job

The Head of End User Services is a senior leadership role within NICE's Digital, Information and Technology directorate, responsible for shaping and leading high quality, user centred end user services across the organisation.

The role champions leads the transformation of end user services and support, driving operational excellence, continuous improvement and a seamless experience for users engaging with the Service Desk.

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 issues.
• 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.

About us

The Infrastructure, Cyber & IT Operations team plays a critical role in ensuring NICE's digital services are secure, resilient, and reliable. The team is responsible for safeguarding systems and information, supporting users across the organisation, and maintaining operational stability with minimal risk or disruption. As part of this team, you will help protect nationally important digital services while enabling NICE to deliver trusted guidance and information to health and care users across England.

We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment.

We are passionate and proud of the work we do and the impact we make. NICE offers:

• Generous NHS Pension - Secure your future with one of the most rewarding pension schemes in the UK.
• Flexible working - Enjoy a healthy work life balance with options like remote working, compressed hours and flexible start/finish times.
• Exclusive discounts - Save on shopping, dining and more with a Blue Light Card. Time to recharge - Start with 27 days's annual leave plus bank holidays.
• Inclusive staff networks - Join supportive communities like Women in NICE, Race Equality Network, Disability Advocacy and NICE and Proud - we celebrate diversity.
• Tailored development - Grow your career with personalised learning and development opportunities.

If you feel this is the type of environment you will enjoy working in, apply today!

Job responsibilities

To be considered for this role, you should be able to particularly demonstrate the person specification criteria in the job advert in your application. However, applicants should be able to demonstrate all essential criteria through the entirety of the recruitment process to be considered for the job.

Person Specification Education / Qualifications

• Holds highly developed specialist knowledge and expertise acquired through a master's degree level or equivalent qualification/experience. Additionally, holds specialist knowledge of the relevant area(s) of expertise as outlined in the person specification, acquired through relevant practical experience and training/development.
• ITIL qualification or demonstrable applied knowledge at Managing Professional or Practice Manager levels.
• Experience in an IT Service Management leadership role, with accountability for service performance and delivery.
• Experience establishing new teams and engaging staff in effective delivery of end user IT desktop services - both applications and devices.
• Experience of building and implementing a service catalogue in an IT/Digital context.
• Experience of working with suppliers and contract management relevant to end user IT services.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

NICE - The National Institute for Health and Care Excellence

£66,582 to £77,368 a year per annum, pro rata

Contract

Fixed term

Duration

12 months

Working pattern

Full time, Flexible working, Compressed hours