Global IT Service Operations Leader – AI-Driven Support

EPAM Systems Inc; United States; Remote; USD 260,000 - 420,000; Full time

Job summary

EPAM Systems Inc. seeks a Head of Enterprise Support and Service Operations to lead EPAM's Global IT organization.

You will own the multi-tier service desk, end-user computing, and digital workplace strategy for a global workforce of 350 professionals, guiding transformation with AI-powered operations and a single enterprise operating model. You will manage a budget, drive cost rationalization, and set measurable targets for service quality, experience, and efficiency while collaborating with

Qualifications

• 12+ years in IT operations or service delivery leadership.
• 5+ years leading global orgs of 300+ people.
• Experience building or transforming an enterprise IT service desk.
• Direct P&L or cost-center ownership with cost-to-serve reduction.
• Hands-on AIOps and automation roadmap execution.
• Experience with ITSM platforms (ServiceNow) and ITIL governance.
• Experience supporting executive or VIP users.
• Bachelor's degree or equivalent; certifications a plus.

Responsibilities

• Oversee global, multi-tier (L1-L2) service desk operations: 24x7 coverage, incident/request management, and SLA performance globally
• Manage end-user computing and digital workplace: device lifecycle, endpoint support, unified communications, and workplace technology strategy
• Own cross-competency Leveraged L1.5 and L2 IT support to advance shift-left opportunities
• Own Executive Support: a white-glove model for senior leaders and priority functions
• Set direction for knowledge management, service catalog, IT asset management, and practitioner learning programs
• Lead change through active restructuring - workforce transitions, tooling consolidation, new operating models - minimizing disruption and attrition
• Own the consolidated budget; execute cost rationalization across staffing, vendors, tooling, and location strategy
• Define and execute an AIOps and automation roadmap: automated triage, predictive incident management, agentic resolution, and self-service
• Build, mentor, and lead a global organization across 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

Skills

Global leadership

IT operations

AIOps

ITSM

Executive stakeholder mgmt

Budget management

Education

Bachelor's degree or equivalent

Tools

ServiceNow

ITIL

Job description

EPAM Systems Inc. seeks a Head of Enterprise Support and Service Operations to lead EPAM's Global IT organization.

You will own the multi-tier service desk, end-user computing, and digital workplace strategy for a global workforce of 350 professionals, guiding transformation with AI-powered operations and a single enterprise operating model. You will manage a budget, drive cost rationalization, and set measurable targets for service quality, experience, and efficiency while collaborating with