Job summary
- Main area
- End User Services, Service Delivery Management
- Grade
- NHS AfC: Band 8b
- Contract
- Permanent
- Hours
- Full time
- Part time
- Flexible working
- Compressed hours
- Job ref
- 907-933-DIT-A
- Employer
- NICE - The National Institute for Health and Care Excellence
- Employer type
- NHS
- Site
- National Institute for Health and Care Excellence
- Town
- Manchester
- Salary
- £66,582 - £77,368 per annum, pro rata
- Salary period
- Yearly
- Closing
- 08/11/2026 23:59
Employer heading
Head of End User Services
NHS AfC: Band 8b
The National Institute for Health and Care Excellence (NICE) is the independent organisation responsible for providing national guidance and advice on promoting high quality health, public health and social care.
As an equal opportunities employer we are committed to creating a inclusive environment and welcome everyone from all backgrounds to apply so we can continue to create a workforce which is representative of the communities we serve.
If you are suitably qualified and have an interest in remote, hybrid, full time or part time working we encourage you to get in touch as we are happy to discuss potential flexible working opportunities.
We have modern offices in Manchester city centre and Stratford, London. Please take into consideration that you may be required to commute to one of our offices for business purposes if necessary.
Job overview
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.
Working for our organisation
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 offer:
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.
Detailed job description and main 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.
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.
Person specification
Qualifications
Essential criteria
- Holds highly developed specialist knowledge and expertise acquired through a master's degree or equivalent level of study, professional qualification, or significant relevant experience. Demonstrates specialist knowledge in the areas outlined within the person specification, developed through practical experience, professional development and ongoing learning.
Qualifications
Essential criteria
- Holds an ITIL qualification or can demonstrate substantial practical application of ITIL principles at Managing Professional, Practice Manager or equivalent level.
Experience
Essential criteria
- Provide evidence of your experience in an IT Service Management leadership role, with responsibility for service performance, operational delivery and continual service improvement.
Experience
Essential criteria
- Provide evidence of your experience establishing new teams and engaging staff to deliver high-quality end user IT services, including desktop applications, devices and workplace technology services. Able to demonstrate how staff have been engaged, developed and supported to achieve service objectives.
Experience
Essential criteria
- Provide evidence of your experience managing suppliers and contracts relating to end user IT services, including monitoring performance, managing relationships and ensuring delivery against service requirements.
Experience
Desirable criteria
- Provide evidence of your experience developing, implementing and maintaining a service catalogue within an IT or digital environment, ensuring services are clearly defined, accessible and aligned to user and organisational needs.
Employer certification / accreditation badges
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Paul Chadwick
- Job title
- Deputy Director - Infrastructure, Cyber and IT Ops
- Email address
- [email protected]
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