Global Head of IT Service Management & Platform Governance

Pearson; Santa Fe (NM); On-site; USD 180,000 - 230,000; Full time

Job summary

Pearson seeks a Head of IT Service Management to lead the enterprise‑wide ITSM capability within the Office of the Chief Technology Officer (OCTO). The role requires deep ITIL 4 expertise, platform product mindset, and exceptional stakeholder influence to govern ServiceNow and Atlassian toolchains at a global scale.

You will set standards, processes, and governance, drive AI-enabled service management, and transform enterprise ITSM for a cloud‑native, AI‑enabled organisation while leading a

Qualifications

• Extensive ITIL 4 experience and enterprise service management leadership.
• Proven ability to govern cross‑company ITSM and platforms (ServiceNow, Atlassian).
• Strong stakeholder management across technology, product, and business functions.

Responsibilities

• Define and execute the long‑term vision for enterprise Service Management at Pearson.
• Own the ServiceNow and Atlassian platform strategy and governance.
• Lead and develop a globally distributed ITSM organization across geographies and time zones.

Skills

ITIL 4

Platform governance

Stakeholder influence

Education

Bachelor's degree in a relevant field

Tools

ServiceNow

Jira

Confluence

Job description

Pearson seeks a Head of IT Service Management to lead the enterprise‑wide ITSM capability within the Office of the Chief Technology Officer (OCTO). The role requires deep ITIL 4 expertise, platform product mindset, and exceptional stakeholder influence to govern ServiceNow and Atlassian toolchains at a global scale.

You will set standards, processes, and governance, drive AI-enabled service management, and transform enterprise ITSM for a cloud‑native, AI‑enabled organisation while leading a