Global Head of IT Service Management & AI-Driven Governance

Pearson; Augusta (ME); On-site; USD 150,000 - 245,000; Full time

Job summary

Pearson seeks a Head of IT Service Management to lead enterprise ITSM across OCTO. You will own ServiceNow and Atlassian platforms, govern ITIL 4 practices, and drive AI-enabled, cloud-native service delivery at global scale.

You will lead a globally distributed team, set governance, shape policies, and partner with CTO and CIO stakeholders to improve service quality, resilience, and continuous improvement across Pearson.

Qualifications

• Extensive ITIL 4 expertise with platform product mindset.
• Proven leadership of globally distributed teams across time zones.
• Experience governing AI features in enterprise ITSM platforms.
• Cross-company governance for Incident & Change Management.
• Strong executive stakeholder management and influencing skills.
• Degree in Computer Science, IT, Engineering, Business, or related discipline.

Responsibilities

• Own end-to-end ServiceNow platform and integrations across ITSM.
• Define governance for AI-assisted and autonomous service actions.
• Lead Incident, Problem, Change Management across Pearson and OCTO.
• Drive continual improvement and service excellence at scale.
• Build and lead a global, high-performing ITSM organization.

Skills

ITIL 4

Platform governance

AI governance

Stakeholder leadership

Global team leadership

Education

Degree in Computer Science, Information Technology, Engineering, Business, or a related discipline

Tools

ServiceNow

Atlassian Suite (Jira/Jira Service Management/Confluence)

Job description

Pearson seeks a Head of IT Service Management to lead enterprise ITSM across OCTO. You will own ServiceNow and Atlassian platforms, govern ITIL 4 practices, and drive AI-enabled, cloud-native service delivery at global scale.

You will lead a globally distributed team, set governance, shape policies, and partner with CTO and CIO stakeholders to improve service quality, resilience, and continuous improvement across Pearson.