Global Head of IT Service Management & Platform Governance

Pearson; Augusta (ME); 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 the Office of the Chief Technology Officer (OCTO).

In this highly visible role, you will lead and run the IT service management service across the enterprise — setting the standards, processes, and governance frameworks by which technology services are requested, delivered, governed, measured, and continuously improved across Pearson globally.

Qualifications

• Extensive ITIL 4 expertise with enterprise ITSM at scale.
• Proven track record leading globally distributed service management teams.
• Experience governing AI-enabled ITSM platforms and governance.

Responsibilities

• Define and execute enterprise Service Management vision for an AI-augmented, cloud-native Pearsons.
• Own ServiceNow and Atlassian platform strategy and governance.
• Lead cross-company governance for Incident and Change Management.
• Build and lead a 24/7 global Service Management organisation.

Skills

ITIL 4 expertise

Executive leadership

Platform product mindset

Stakeholder influence

AI governance awareness

Education

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

Tools

ServiceNow

Jira & Jira Service Management

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 the Office of the Chief Technology Officer (OCTO).

In this highly visible role, you will lead and run the IT service management service across the enterprise — setting the standards, processes, and governance frameworks by which technology services are requested, delivered, governed, measured, and continuously improved across Pearson globally.