Head of End User Services

Head of End User Services – NICE

Salary: £66,582–£77,368 per year, pro rata
Location: Manchester, England
Employer: NICE – National Institute for Health and Care Excellence
Band: NHS Band 8b
Contract: Permanent
Working pattern: Full-time, part-time, flexible working or compressed hours
Work arrangement: Hybrid – minimum 2 days per week in the office
Closing date: 8 November 2026
Reference number: 907-933-DIT-A
Visa sponsorship: The advert states that applicants requiring Skilled Worker sponsorship are welcome and will be considered. However, it warns that this role may not be eligible for sponsorship under the Skilled Worker route. Applicants should check their eligibility before applying.

About NICE

The National Institute for Health and Care Excellence (NICE) works to improve health and wellbeing by placing science and evidence at the heart of health and care decision-making.

NICE is recruiting a Head of End User Services to join its Digital, Information and Technology directorate. This senior leadership position will involve transforming end user services, improving IT support and ensuring staff receive a reliable, high-quality digital workplace experience.

You will help ensure NICE’s digital services remain secure, resilient and reliable while supporting the organisation’s mission to deliver trusted guidance and information across England.

Key Responsibilities

• Provide strategic leadership to user support and digital workplace teams, building a high-performing and customer-focused service culture.
• Develop and implement an effective IT service management strategy, including ITIL-aligned processes and clear performance measures.
• Lead major incident management, coordinating technical teams, business users and senior leaders during critical incidents.
• Manage supplier relationships and procurement activities to ensure value for money and effective service delivery.
• Coach and develop staff through performance management, learning and development, and continuous improvement.
• Improve end user IT services, including desktop applications, devices and workplace technology.
• Monitor service performance and drive operational excellence across the organisation.

Essential Qualifications and Experience

Applicants should demonstrate the following:

• Master’s-level specialist knowledge or equivalent professional qualifications, study or significant relevant experience.
• An ITIL qualification or substantial practical application of ITIL principles at Managing Professional, Practice Manager or equivalent level.
• Experience in an IT Service Management leadership role, with responsibility for service performance, operational delivery and continuous improvement.
• Experience establishing new teams and engaging, developing and supporting staff to deliver high-quality end user IT services.
• Experience managing suppliers and contracts for end user IT services, including performance monitoring and relationship management.

Desirable experience

• Developing, implementing and maintaining an IT or digital service catalogue that clearly defines services and aligns them with user and organisational needs.

Salary and Benefits

NICE offers a range of benefits, including:

• Salary: £66,582–£77,368 per year, pro rata.
• NHS Pension: Access to a generous NHS pension scheme.
• Annual leave: 27 days, plus bank holidays.
• Flexible working: Options including remote working, compressed hours and flexible start and finish times, subject to the role’s hybrid office requirement.
• Blue Light Card: Access to exclusive shopping, dining and other discounts.
• Career development: Personalised learning and development opportunities.
• Inclusive workplace: Staff networks and communities supporting diversity, equality and inclusion.

Working Arrangements

This is a hybrid position based in Manchester, with a requirement to work from the office for at least two days per week. Full-time, part-time, flexible working and compressed hours are listed as available working patterns.

Visa Sponsorship Information

The advert contains two important points about sponsorship:

• NICE states that applications from people who require current Skilled Worker sponsorship are welcome and will be considered alongside other applications.
• The job summary warns that the role may not be eligible for sponsorship under the Skilled Worker route.

Important: Being welcome to apply does not guarantee that sponsorship can be granted for this particular position. Applicants who need sponsorship should confirm eligibility with NICE before applying.

Application and Selection Process

Applicants should demonstrate the essential person specification criteria throughout the recruitment process. Applications should provide clear, specific examples of relevant experience and achievements.

NICE asks applicants to ensure their applications reflect their own skills, experiences and motivations. AI tools may be used for spelling, grammar and formatting support, but the application content should be written by the applicant.

The vacancy may close early if enough applications are received, so interested candidates are encouraged to apply promptly.

Closing date: 8 November 2026

Job Location

National Institute for Health and Care Excellence
3rd Floor, 3 Piccadilly Place
Manchester
M1 3BN
United Kingdom

Employer Contact

Contact: Paul Chadwick, Deputy Director – Infrastructure, Cyber and IT Operations
Email: Paul.chadwick@nice.org.uk

Employer website: https://www.nice.org.uk/