Head of Enterprise Support and Service Operations (EPAM SISTEMOS, UAB)
Darbdavys: EPAM SISTEMOS, UAB
Miestas: Kaunas
Paskelbta: 2026-10-24
💶 6500 - 7500 €/mėn. Prieš mokesčius · visa darbo diena · nuotolinis darbas: hibridinis · paskelbta 2026-10-01
Kandidatuoti šaltinyje (cv.lt) →
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.
_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._
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…
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.
_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._
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…