Global Head of IT Service Management & AI-Driven Platform

Pearson; Baton Rouge (LA); On-site; USD 150,000 - 245,000; Full time

Job summary

Pearson seeks a Head of IT Service Management to lead enterprise-wide ITSM within the OCTO. The role drives governance, incidents, changes, and platform strategy across ServiceNow and Atlassian tools globally, with a focus on AI-enabled service delivery. candidates must have senior ITSM leadership and ITIL 4 expertise.

The position commands transformational leadership across geographies, strong stakeholder influence, and a platform mindset. Pearson offers executive visibility and impact at scale.

Qualifications

• 15+ years of technology experience, with 8+ years in senior service management or IT operations leadership.
• Deep ITIL 4 expertise with enterprise ITSM at scale.
• Experience deploying and governing AI capabilities within ITSM platforms; familiarity with AIOps and observability.

Responsibilities

• Own and execute the long-term vision for enterprise Service Management at Pearson, including AI-augmented, cloud-native transformation.
• Define human-AI operating models for service delivery and establish governance frameworks.
• Lead the Platform Governance for ServiceNow and Atlassian platforms and drive continuous platform development across ITSM and ITOM modules.
• Hold enterprise-wide governance for Major Incident and Change Management; drive blameless post-incident reviews.
• Build and lead a globally distributed Service Management organization; manage talent lifecycle and 24/7 operations.

Skills

ITIL 4 expertise

Stakeholder influence

Platform governance

People leadership

Executive communication

Education

Degree in CS/IT/Engineering/Business

Tools

ServiceNow

Jira/JSM/Confluence

Job description

Pearson seeks a Head of IT Service Management to lead enterprise-wide ITSM within the OCTO. The role drives governance, incidents, changes, and platform strategy across ServiceNow and Atlassian tools globally, with a focus on AI-enabled service delivery. candidates must have senior ITSM leadership and ITIL 4 expertise.

The position commands transformational leadership across geographies, strong stakeholder influence, and a platform mindset. Pearson offers executive visibility and impact at scale.