Head of Enterprise Support and Service Operations

About the role

EPAM is seeking a senior leader to own the technology support experience for its global workforce. The role will drive transformation of multi‑tier service desk operations, end‑user computing, and digital workplace technology across a 24x7, always‑on organization of roughly 350 professionals.

Key responsibilities

• Oversee global L1‑L2 service desk operations, ensuring 24x7 coverage, incident/request management and SLA performance.
• Manage end‑user computing and digital workplace functions, including device lifecycle, endpoint support, unified communications and workplace technology strategy.
• Own cross‑competency leveraged support (L1.5/L2) to advance shift‑left initiatives and provide white‑glove executive support.
• Set direction for knowledge management, service catalog, IT asset management and practitioner learning programs.
• Lead organizational change, including workforce transitions, tooling consolidation and new operating models.
• Control the consolidated budget and execute cost‑rationalisation across staffing, vendors, tooling and locations.
• Define and execute an AIOps and automation roadmap covering automated triage, predictive incident management, agentic resolution and self‑service.
• Build, mentor and lead a global team across support, digital workplace, knowledge/service management and process governance.
• Partner with security, HR and business stakeholders to align support operations with risk, compliance and workforce experience priorities.

Required profile

• 12+ years of IT operations or service delivery leadership, with at least 5 years leading global, multi‑region organizations of 300+ staff.
• Proven ability to build a senior leadership bench, hiring and retaining multiple senior managers/directors.
• Experience designing or transforming enterprise IT service desks, end‑user computing or digital workplace organizations.
• Background in leading large‑scale change such as outsourcing, shared‑services consolidation, merger integration or operating‑model redesign.
• Direct P&L or cost‑center ownership experience.

Required skills

• AIOps
• Automation
• IT Service Management (ITSM)