Head of Enterprise Support and Service Operations

About the role

We are seeking a senior leader to head Enterprise Support and Service Operations for EPAM’s Global IT organization. The role oversees a global, always‑on support organization of roughly 350 professionals, driving transformation, AI‑enabled service delivery, and cost‑effective operations.

Key responsibilities

• Lead global, multi‑tier (L1‑L2) service desk operations with 24x7 coverage, incident/request management and SLA performance.
• Own end‑user computing and digital workplace strategy, including device lifecycle, endpoint support and unified communications.
• Drive cross‑competency leveraged support (L1.5/L2) and executive white‑glove support.
• Set direction for knowledge management, service catalog, IT asset management and learning programs.
• Manage structural change: workforce transitions, tooling consolidation and new operating models.
• Control consolidated budget and execute cost rationalisation across staffing, vendors and tooling.
• Define and implement an AIOps and automation roadmap (automated triage, predictive incident management, self‑service).
• Partner with security, HR and business stakeholders to align support operations with risk, compliance and workforce experience.

Required profile

• 12+ years of IT operations or service delivery leadership, including 5+ years leading global, multi‑region organizations of 300+ staff.
• Proven ability to build and coach senior managers/directors and develop a leadership bench.
• Successful track record of building or transforming enterprise IT service desks, end‑user computing or digital workplace functions.
• Experience managing large budgets and delivering measurable outcomes in service quality, cost and experience.

Required skills

• AIOps