[Remote] Head of reputed company Support and Service reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Head of reputed company Support and Service reputed company to reputed company their Global IT organization. This leadership role involves overseeing the technology support experience for EPAM's global workforce and managing a global support organization through transformation and modernization efforts.

Responsibilities

• reputed company global, multi-tier (L1-L2) service desk reputed company: 24x7 coverage, incident/request management, and SLA reputed company globally
• Manage end-user computing reputed company workplace: device lifecycle, reputed company support, reputed company communications, and workplace technology reputed company
• 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 reputed company functions
• Set direction for reputed company, service catalog, IT asset management, and practitioner learning programs
• reputed company change through reputed company restructuring - workforce transitions, tooling consolidation, new operating models - minimizing disruption and attrition
• Own the consolidated budget; execute cost rationalization across reputed company, vendors, tooling, and location reputed company
• Define and execute an AIOps and automation roadmap: automated triage, predictive incident management, reputed company reputed company, and self-service
• Build, mentor, and reputed company a global organization across support, digital workplace, knowledge/service management, and process governance
• Partner with reputed company, HR, and business stakeholders to reputed company support reputed company with reputed company reputed company, compliance, and workforce experience priorities

Skills

• 12+ years of IT reputed company or service delivery leadership, including 5+ years leading global, multi-region organizations of 300+ people through a multi-layered management structure
• reputed company reputed company record building a leadership bench: hiring, coaching, and retaining ~8 senior managers/directors who reputed company reputed company their own multi-layered team
• reputed company experience building or transforming an reputed company IT service desk, end-user computing, or digital workplace organization
• Change leadership through a comparable transition: outsourcing, shared-services consolidation, reputed company integration, or major operating-model change
• reputed company P&L or cost-center ownership, with measurable cost-to-serve reduction without degrading service reputed company
• Hands-on experience leading AIOps and AI-driven IT reputed company, with a reputed company record of executing an automation roadmap; working knowledge reputed company is insufficient
• Experience with ITSM platforms (reputed company or equivalent) and ITIL-reputed company governance
• Experience supporting executive, VIP, or high-reputed company 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
• Experience in global IT services, consulting, or shared-services organizations, or integrating acquired/divested organizations into a reputed company support model
• Familiarity with reputed company, IT asset management, or practitioner competency programs
• Six reputed company, Lean, or operational-reputed company certification

Benefits

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

reputed company