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We are seeking a Head of Enterprise Support and Service Operations to become part of EPAM's Global IT organization. This leadership position owns the technology support experience for EPAM's global workforce, encompassing multi-tier IT service desk operations, end-user computing and digital workplace technology, cross-competency leveraged and executive support, along with the knowledge, process, and platform capabilities that ensure IT service delivery remains consistent across the enterprise.
You will guide a global, always-on support organization of ~350 professionals through active transformation: unifying support functions into a single operating model, modernizing service delivery via AI-driven operations (AIOps), and steering the organization's cost structure with direct budget responsibility.
As organizational needs evolve, you will guide 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.
- Oversee global, multi-tier (L1-L2) service desk operations: 24x7 coverage, incident/request management, and SLA performance worldwide
- 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 serving senior leaders and priority functions
- Set direction for knowledge management, service catalog, IT asset management, and practitioner learning programs
- Drive change through active restructuring — workforce transitions, tooling consolidation, new operating models — to minimize disruption and attrition
- Own the consolidated budget and drive cost rationalization across staffing, vendors, tooling, and location strategy
- Define and deliver an AIOps and automation roadmap: automated triage, predictive incident management, agentic resolution, and self-service
- Build, mentor, and lead a global organization spanning 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
- 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
- Showcase of building a leadership bench: hiring, coaching, and retaining ~8 senior managers/directors who each lead their own multi-layered team
- Background in 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
- Qualifications in direct P&L or cost-center ownership, with measurable cost-to-serve reduction without degrading service quality
- Expertise in leading AIOps and AI-driven IT operations, with a proven record of executing an automation roadmap
- Familiarity with ITSM platforms (ServiceNow or equivalent) and ITIL-aligned governance
- Background in supporting executive, VIP, or high-priority users
- Skills in executive stakeholder management and comfort operating across a large, matrixed organization
- Bachelor's degree or equivalent experience; ITIL, PMP, AIOps/automation, or change management certifications a plus
- Background in global IT services, consulting, or shared-services organizations, or integrating acquired/divested organizations into a standard support model
- Understanding of knowledge management, IT asset management, or practitioner competency programs
- Qualifications in Six Sigma, Lean, or operational-excellence certification