Global Head of IT Service Management

Pearson; Columbus (OH); On-site; USD 150,000 - 245,000; Full time

Job summary

Pearson, the world’s leading learning company, is seeking a Head of IT Service Management to lead the enterprise-wide ITSM capability within OCTO. You will set the standards, governance, and ownership of the ServiceNow platform and Atlassian toolchain across Pearson globally.

The ideal candidate combines ITIL 4 expertise with a platform-product mindset, strong stakeholder influence, and a passion for operating at scale.

Qualifications

• Extensive ITSM leadership experience across large, global organisations.
• Proven ability to govern cross-company ITIL processes (Incident, Change, Problem).
• Experience deploying AI-enabled service management capabilities.
• Strong governance, risk, and compliance mindset.

Responsibilities

• Define and execute the enterprise ITSM strategy for OCTO and Pearson globally.
• Own ServiceNow platform strategy, roadmaps, and governance, including AI features.
• Lead a globally distributed Service Management organisation with 24/7 operations.
• Collaborate with Platform Engineering, Product, and Security to improve service quality.

Skills

ITIL 4

Platform governance

Stakeholder influence

Leadership

Cloud/AI governance

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline

ITIL 4 certification (Managing Professional/Strategic Leader)

Tools

ServiceNow

Jira/JSM/Confluence

Confluence

Job description

Pearson, the world’s leading learning company, is seeking a Head of IT Service Management to lead the enterprise-wide ITSM capability within OCTO. You will set the standards, governance, and ownership of the ServiceNow platform and Atlassian toolchain across Pearson globally.

The ideal candidate combines ITIL 4 expertise with a platform-product mindset, strong stakeholder influence, and a passion for operating at scale.