Head of Enterprise Support and Service Operations

About the role

EPAM is seeking a Head of Enterprise Support and Service Operations to lead its Global IT organization. This senior leader will own the end‑to‑end technology support experience for a worldwide workforce, driving transformation, cost efficiency, and service quality.

Key responsibilities

• Oversee a 24x7, multi‑tier (L1‑L2) service desk serving a global user base, ensuring SLA compliance.
• Manage end‑user computing and digital workplace functions, including device lifecycle, endpoint support, and unified communications.
• Lead cross‑competency leveraged support (L1.5/L2) and a white‑glove executive support model.
• Define knowledge management, service catalog, IT asset management, and learning programs.
• Drive organizational change: workforce transitions, tooling consolidation, and new operating models.
• Own the consolidated budget and execute cost‑rationalization across staffing, vendors, tools, and locations.
• Develop and implement 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 employee experience priorities.

Required profile

• 12+ years of IT operations or service delivery leadership, including 5+ years managing global, multi‑region teams of 300+ staff.
• Proven ability to build a senior leadership bench (hiring, coaching, retaining ~8 senior managers/directors).
• Experience transforming enterprise IT service desks, end‑user computing, or digital workplace organizations.
• Background in leading large‑scale change initiatives such as outsourcing, shared‑services consolidation, merger integration, or operating‑model redesign.
• Direct P&L or cost‑center ownership experience.

Required skills