Head of Enterprise Support and Service Operations
We are looking for a Head of Enterprise Support and Service Operations to join EPAM's Global IT organization. This is a leadership role responsible for the technology support experience for EPAM's global workforce, including multi-tier IT service desk operations, end-user computing and digital workplace technology, cross-competency leveraged and executive support, and the knowledge, process, and platform capabilities that keep IT service delivery consistent across the enterprise.
You will lead a global, always-on support organization of ~350 professionals through active transformation: consolidating support functions into a single operating model, modernizing service delivery with AI-driven operations (AIOps), and managing the organization's cost structure with direct budget responsibility.
As the organization's needs change, you will lead your teams through structural change, including workforce transitions, tooling consolidation, and new service models, while holding the organization accountable for measurable outcomes in service quality, cost, and experience.
Responsibilities
- Oversee global, multi-tier (L1-L2) service desk operations: 24x7 coverage, incident/request management, and SLA performance globally
- Manage end-user computing and digital workplace: device lifecycle, endpoint support, unified communications, and workplace technology strategy
- Own cross-competency Leveraged L1.5 and L2 IT support to advance shift-left opportunities
- Own Executive Support: a white-glove model for senior leaders and priority functions
- Set direction for knowledge management, service catalog, IT asset management, and practitioner learning programs
- Lead change through active restructuring - workforce transitions, tooling consolidation, new operating models - to minimize disruption and attrition
- Own the consolidated budget and execute cost rationalization across staffing, vendors, tooling, and location strategy
- Define and execute an AIOps and automation roadmap: automated triage, predictive incident management, agentic resolution, and self-service
- Build, mentor, and lead a global organization across support, digital workplace, knowledge/service management, and process governance
- Partner with security, HR, and business stakeholders to align support operations with enterprise risk, compliance, and workforce experience priorities
Requirements
- 12+ years of IT operations or service delivery leadership, including 5+ years leading global, multi-region organizations of 300+ people through a multi-layered management structure
- Proven track record building a leadership bench: hiring, coaching, and retaining ~8 senior managers/directors who each lead their own multi-layered team
- Proven experience building or transforming an enterprise IT service desk, end-user computing, or digital workplace organization
- Background in change leadership through a comparable transition: outsourcing, shared-services consolidation, merger integration, or major operating-model change
- Direct P&L or cost-center ownership, with measurable cost-to-serve reduction without degrading service quality
- Hands-on experience leading AIOps and AI-driven IT operations, with a track record of executing an automation roadmap
- Experience with ITSM platforms (ServiceNow or equivalent) and ITIL-aligned governance
- Experience supporting executive, VIP, or high-priority users
- Strong executive stakeholder management skills and comfort operating across a large, matrixed organization
- Bachelor's degree or equivalent experience; ITIL, PMP, AIOps/automation, or change management certifications a plus
Nice to have
- Experience in global IT services, consulting, or shared-services organizations, or integrating acquired/divested organizations into a standard support model
- Familiarity with knowledge management, IT asset management, or practitioner competency programs
- Six Sigma, Lean, or operational-excellence certification
