Global Head of IT Service Operations & Support

EPAM Systems; Turkey; On-site; TRY 1,500,000 - 2,300,000; Full time

Job summary

EPAM Systems seeks a Head of Enterprise Support and Service Operations to lead a global IT workforce of ~350 professionals in delivering consistent service across the enterprise. The role focuses on unifying support, modernizing delivery with AI-driven operations, and driving cost efficiency with direct budget responsibility.

You will guide a 24x7 global service desk, end-user computing, and knowledge management, while transforming operating models and tools to support senior leaders and

Qualifications

• 12+ years of IT operations or service delivery leadership.
• 5+ years leading global, multi-region organizations of 300+ people.
• Experience building and mentoring a leadership bench (8 senior managers/directors).
• Expertise in leading AIOps and AI-driven IT operations.
• Familiarity with ITSM platforms (ServiceNow or equivalent) and ITIL-aligned governance.
• Background in executive, VIP, or high-priority user support.

Responsibilities

• Oversee global, multi-tier service desk operations: 24x7 coverage and SLA performance.
• Manage end-user computing and digital workplace strategy.
• Own knowledge management, service catalog, asset management, and practitioner learning.
• Lead organizational restructuring and cost rationalization across staffing and vendors.
• Define and deliver an AI/automation roadmap with self-service and automated triage.
• Partner with security, HR, and stakeholders to align with risk and experience priorities.

Skills

IT operations leadership

Global leadership

Budget management

AI/Automation roadmap

Stakeholder management

Education

Bachelor’s degree or equivalent

ITIL, PMP, or similar certifications

Tools

ServiceNow

ITIL governance

Job description

EPAM Systems seeks a Head of Enterprise Support and Service Operations to lead a global IT workforce of ~350 professionals in delivering consistent service across the enterprise. The role focuses on unifying support, modernizing delivery with AI-driven operations, and driving cost efficiency with direct budget responsibility.

You will guide a 24x7 global service desk, end-user computing, and knowledge management, while transforming operating models and tools to support senior leaders and