Head of Enterprise Support and Service Operations

Were looking for a Head of Enterprise Support and Service Operations to join EPAMs Global IT organization. This is a leadership role responsible for the technology support experience for EPAMs 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 organizations cost structure with direct budget responsibility. You will set the direction for how EPAMs own employees experience IT. As the organizations 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.

Req#

• 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 - minimizing disruption and attrition
• Own the consolidated budget; 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

• 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
• 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; working knowledge alone is insufficient
• Experience with ITSM platforms (ServiceNow or equivalent) and ITIL-aligned governance
• Experience supporting executive VIP or high-priority users
• Strong executive stakeholder management; comfort operating across a large matrixed organization
• Bachelors degree or equivalent experience; ITIL PMP AIOps/automation or change management certifications a plus

• 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