Head of End User Services

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 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.

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

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