Head of Enterprise Support and Service Operations

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.

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

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

• Engineering Heritage: Best-in-class experts sharing a culture of engineering excellence and tackling complex engineering challenges for over 30 years
• Advanced Tech Stack: Innovative projects where you can apply or enhance your expertise in Cloud, Data, AI, and other emerging technologies
• World-Class Clients: Work closely with 340+ of the Forbes Global 2000 on creating disruptive solutions that make a global impact
• Professional Growth: Exceptional support for career development with comprehensive resources for upskilling or reskilling in pioneering practices
• GenAI Community: Strong AI competencies with 600+ experts across 55+ locations driving GenAI-enabled transformation journeys
• Entrepreneurial Culture: If you're passionate and dedicated to improving business transformation, we provide the support you need to bring your ideas to life
• Hybrid Setup: The flexibility to work from any location in Lithuania, whether it's your home or our dynamic offices in Vilnius and Kaunas
• Other Benefits: Additional vacation and trust days, private health insurance, Employee Stock Purchase Plan and more

This position offers hybrid setup with the flexibility to work from any location in Lithuania, whether it's your home or our dynamic offices in Vilnius and Kaunas.

Salary range €6.5K-€7.5K gross, based on your experience and interview results.

EPAM is a leading global provider of digital platform engineering and development services. For over 30 years, our team has helped leading brands navigate the waves of digital transformation, building solutions that help them stay competitive through constant market disruption.With offices in 55+ countries, EPAM has grown in Lithuania to over 1,300+ talented innovators in just 5 years. We foster creativity and unconventional ways of doing things, welcoming like-minded professionals to join us.

Hybrid in Republic of Lithuania