Go back NICE – The National Institute for Health and Care Excellence Head of End User Services The closing date is 08 November 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! 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. 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. This is a hybrid role which will come with a requirement to be office based for at least 2 days per week. Main duties of the job 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 include: 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 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, enterprise technology and excellent communication skills. About us The Infrastructure, Cyber
Head of End User Services employer: NiCE
At NiCE, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. As an Enterprise SaaS Growth Executive, you will benefit from flexible remote working arrangements, comprehensive professional development opportunities, and the chance to collaborate with innovative teams across the UK&I. Join us to make a meaningful impact in the AI CX space while enjoying a supportive environment that values your contributions and growth.
