Head of Enterprise Support and Service Operations

EPAM Systems; Atlanta (GA); On-site; USD 180,000 - 320,000; Full time

Benefits offered by this job

Health Insurance

401(k) Match

Stock Purchase Program

LinkedIn Learning access

PTO

Job summary

EPAM Systems is seeking a Head of Enterprise Support and Service Operations to lead a global, always-on IT support organization impacting EPAM’s workforce worldwide. You will drive end-user computing, digital workplace initiatives, executive support, and knowledge management while consolidating a modern operating model.

You will oversee a multi-region team, deliver cost efficiencies, and guide the automation roadmap with AIOps.

Qualifications

• 12+ years of IT operations or service delivery leadership.
• 5+ years leading global, multi-region teams of 300+ people.
• Proven experience transforming an enterprise IT service desk, end-user computing, or digital workplace organization.
• Direct P&L or cost-center ownership with measurable cost-to-serve reductions.
• Hands-on experience leading AIOps and an automation roadmap; knowledge alone is not enough.
• Experience with ITSM platforms (ServiceNow or equivalent) and ITIL-aligned governance.
• Experience supporting executive, VIP, or high-priority users.
• Strong executive stakeholder management across a large, matrixed organization.
• Bachelor's degree or equivalent experience; ITIL, PMP, AIOps/automation, or change management certifications are 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

Leadership

IT Operations

AIOps

ITIL

ServiceNow

Executive Stakeholders

Change Management

Budget & P&L

Vendor Management

Strategic Planning

Education

Bachelor's Degree

Tools

ServiceNow

ITIL

Job description

We're looking for a Head of Enterprise Support and Service Operations to join EPAM's Global IT organization. This is a leadership role responsible for the technology support experience for EPAM's global workforce, including multi-tier IT service desk operations; end-user computing and digital workplace technology; cross-competency leveraged and executive support; and the knowledge, process, and platform capabilities that keep IT service delivery consistent across the enterprise.

You will lead a global, always-on support organization of ~350 professionals through active transformation: consolidating support functions into a single operating model, modernizing service delivery with AI-driven operations (AIOps), and managing the organization's cost structure with direct budget responsibility. You will set the direction for how EPAM's own employees experience IT. As the organization's needs change, you will lead your teams through structural change, including workforce transitions, tooling consolidation, and new service models, while holding the organization accountable for measurable outcomes in service quality, cost, and experience.

Req# 1055831207

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

Requirements

• 12+ years of IT operations or service delivery leadership, including 5+ years leading global, multi-region organizations of 300+ people through a multi-layered management structure
• Proven track record building a leadership bench: hiring, coaching, and retaining ~8 senior managers/directors who each lead their own multi-layered team
• Proven experience building or transforming an enterprise IT service desk, end-user computing, or digital workplace organization
• Change leadership through a comparable transition: outsourcing, shared-services consolidation, merger integration, or major operating-model change
• Direct P&L or cost-center ownership, with measurable cost-to-serve reduction without degrading service quality
• Hands-on experience leading AIOps and AI-driven IT operations, with a track record of executing an automation roadmap; working knowledge alone is insufficient
• Experience with ITSM platforms (ServiceNow or equivalent) and ITIL-aligned governance
• Experience supporting executive, VIP, or high-priority users
• Strong executive stakeholder management; comfort operating across a large, matrixed organization
• Bachelor's degree or equivalent experience; ITIL, PMP, AIOps/automation, or change management certifications a plus

Nice to have

• Experience in global IT services, consulting, or shared-services organizations, or integrating acquired/divested organizations into a standard support model
• Familiarity with knowledge management, IT asset management, or practitioner competency programs
• Six Sigma, Lean, or operational-excellence certification

We offer

• Medical, Dental and Vision Insurance (Subsidized)
• Health Savings Account
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability (Company Provided)
• Life and AD&D Insurance (Company Provided)
• Employee Assistance Program
• Unlimited access to LinkedIn learning solutions
• Matched 401(k) Retirement Savings Plan
• Paid Time Off – the employee will be eligible to accrue 15-25 paid days, depending on specific level and tenure with EPAM (accrual eligibility may change over time)
• Paid Holidays - nine (9) total per year
• Legal Plan and Identity Theft Protection
• Accident Insurance
• Employee Discounts
• Pet Insurance
• Employee Stock Purchase Program
• If otherwise eligible, participation in the discretionary annual bonus program
• If otherwise eligible and hired into a qualifying level, participation in the discretionary Long-Term Incentive (LTI) Program

This Remote Position Cannot be Performed in New York City.

In accordance with the LA County Fair Chance Ordinance, you may find a copy of the Notice containing a summary of the Ordinance’s key provisions here: Concept FCO Posting 8 27 24 (lacounty.gov)

EPAM Systems, Inc. is an equal opportunity employer. We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.

At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.