At a Glance
- Tasks: Lead and transform user services for a seamless experience across the organisation.
- Company: Join NICE, a leader in digital and technology services.
- Benefits: Enjoy flexible working, generous NHS pension, and exclusive discounts.
- Other info: Be part of inclusive staff networks and tailored development opportunities.
- Why this job: Make a real impact by shaping user experiences and driving operational excellence.
- Qualifications: Extensive IT service management experience and strong leadership skills.
The predicted salary is between 60000 - 70000 £ per year.
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‑centered end user services across the organisation. The role champions 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.
Benefits:
- 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’ 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.
Head of End User Services in Manchester employer: NICE - National Institute for Health and Care Excellence
NICE is an exceptional employer that prioritises a high-performing, customer-focused service culture within its Digital, Information and Technology directorate. With generous benefits such as a secure NHS pension, flexible working arrangements, and tailored development opportunities, employees are empowered to thrive both personally and professionally. The inclusive work environment fosters diversity and community engagement, making it a rewarding place to build a meaningful career.
Contact Details:
NICE - National Institute for Health and Care Excellence Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of End User Services in Manchester
✨Join the IT Consultancy Buzz
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✨Direct Apply to NICE - National Institute for Health and Care Excellence
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We think you need these skills to ace Head of End User Services in Manchester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at NICE - National Institute for Health and Care Excellence.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at NICE - National Institute for Health and Care Excellence. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at NICE - National Institute for Health and Care Excellence
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
