Head of Enterprise Support and Service Operations

About the role

EPAM is seeking a senior leader to own the global technology support experience for its worldwide workforce. You will direct a 24x7, multi‑tier service desk, end‑user computing, and digital workplace ecosystem while driving transformation through AI‑driven operations and cost optimization.

Key responsibilities

• Lead a global support organization of ~350 professionals, consolidating functions into a single operating model.
• Oversee 24x7 L1‑L2 service desk operations, incident/request management and SLA performance.
• Manage end‑user computing and digital workplace services, including device lifecycle, endpoint support and unified communications.
• Own cross‑competency leveraged L1.5/L2 support and a white‑glove executive support model.
• Set direction for knowledge management, service catalog, IT asset management and practitioner learning programs.
• Drive structural change: workforce transitions, tooling consolidation and new service models.
• Control the consolidated budget and execute cost‑rationalisation across staffing, vendors and tooling.
• Define and implement an AIOps and automation roadmap (automated triage, predictive incident management, self‑service).
• Build, mentor and lead senior managers/directors across support, digital workplace and process governance.
• Partner with security, HR and business stakeholders to align support operations with risk, compliance and employee experience.

Required profile

• 12+ years of IT operations or service delivery leadership.
• 5+ years leading global, multi‑region organisations of 300+ people.
• Proven ability to hire, coach and retain senior managers/directors.
• Experience building or transforming enterprise IT service desks, end‑user computing or digital workplace organisations.
• Strong background in change leadership and organisational restructuring.

Required skills

• AIOps
• Automation
• Predictive incident management
• Self‑service platforms

What we offer

• Remote work flexibility with access to offices in Astana, Almaty or Karaganda.
• Opportunity to lead a high‑impact global transformation.
• Competitive compensation and benefits package.