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. You will drive transformation of multi‑tier service desk operations, end‑user computing, and digital workplace services while ensuring consistent, high‑quality delivery across the enterprise.

Key responsibilities

• Oversee 24x7 global L1‑L2 service desk operations, incident/request management and SLA performance.
• Manage end‑user computing and digital workplace, including device lifecycle, endpoint support, unified communications and workplace technology strategy.
• Lead cross‑competency Leveraged L1.5 and L2 support to advance shift‑left initiatives.
• Provide executive white‑glove support for senior leaders and priority functions.
• Set direction for knowledge management, service catalog, IT asset management and practitioner learning programs.
• Drive organizational change: workforce transitions, tooling consolidation and new operating models.
• Own consolidated budget and execute cost rationalisation across staffing, vendors, tooling and locations.
• Define and execute an AIOps and automation roadmap, including automated triage, predictive incident management and self‑service.
• Build, mentor and lead a global organization covering 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.

Required profile

• 12+ years of IT operations or service delivery leadership, including 5+ years leading global, multi‑region organisations of 300+ staff.
• Proven track record building a leadership bench – hiring, coaching and retaining senior managers/directors.
• Demonstrated experience building or transforming enterprise IT service desk, end‑user computing or digital workplace organisations.

Required skills