Head of End User Services

About the role

The Head of End User Services will lead globally distributed engineering and operational teams to shape Elsevier’s digital workplace. You will balance operational excellence with innovation, driving AI‑enabled automation, technology modernization and continuous improvement across the enterprise.

Key responsibilities

• Develop and execute a multi‑year End User Services strategy aligned with corporate priorities.
• Lead global Engineering, Network Engineering, Service Assurance, Service Delivery and 24/7 TechDesk teams.
• Drive adoption of AI, automation and emerging technologies to improve colleague experience and business performance.
• Establish governance and operating models for responsible AI, security, compliance and risk management.
• Manage budgets, resources, investment priorities and vendor relationships to deliver sustainable outcomes.

Required profile

• Significant experience leading large‑scale technology operations in a complex global organisation.
• Proven ability to develop strategy while delivering operational excellence across multiple technology disciplines.
• Strong stakeholder management, communication and influencing skills.
• Commercial and financial acumen, including budget and vendor management.
• Track record of building inclusive, high‑performing teams.

Required skills

• AI and automation technologies
• Cloud services
• IT service management (ITSM)
• Information security and governance
• Network engineering
• Enterprise engineering and service assurance
• ITIL (preferred)

What we offer

• Flexible working hours to support work‑life balance.
• Wellbeing initiatives, shared parental leave, study assistance and sabbaticals.
• Opportunities to lead enterprise‑wide transformation and innovation.
• Inclusive culture with a focus on employee happiness and long‑term career growth.