Head of Enterprise Support and Service Operations

EPAM Systems; New York (NY); On-site; USD 145,000 - 235,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance (

Health Savings Account

401(k) Matching

LinkedIn Learning Access

Paid Time Off

Job summary

EPAM Systems in New York seeks a visionary Head of Enterprise Support and Service Operations to lead a global, 350-person IT service delivery organization. You will drive multi-tier service desk, end-user computing, and digital workplace initiatives, while delivering measurable improvements in cost, quality, and user experience.

You will consolidate support functions into a single operating model, champion AI-driven operations, and guide workforce transitions, tooling consolidation, and new

Qualifications

• 12+ years in IT operations or service delivery leadership.
• 5+ years leading global, multi-region organizations of 300+ people.
• Experience building or transforming enterprise IT service desk, end-user computing, or digital workplace.
• Direct P&L or cost-center ownership with measurable cost-to-serve reduction.
• Hands-on experience leading AIOps and automation roadmap.

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.

Skills

IT operations leadership

Global team leadership

AIOps / automation

ITSM governance

Executive stakeholder management

P&L / cost management

Change management

ServiceNow / ITIL

Executive support for VIPs

Budget responsibility

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

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

For remote work in New York City only.

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our clients, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

Engineer the Future with a Career at EPAM

This posting includes a good faith range of the salary EPAM would reasonably expect to pay the selected candidate. The range provided reflects base salary only. Individual compensation offers within the range are based on a variety of factors, including, but not limited to: geographic location, experience, credentials, education, training, the demand for the role; and overall business and labor market considerations. Most candidates are hired at a salary within the range disclosed. Salary range: $145,000-$235,000 USD. This position is also eligible for variable compensation incentives. In addition, the details highlighted in this job posting above are a general description of all other expected benefits and compensation for the position.

EPAM will not provide new H-1B visa sponsorship for this position. Candidates with existing transferable H-1B status may be considered.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.