Global Head of IT Service Management & Platform Governance

Pearson; Springfield (IL); On-site; USD 150,000 - 245,000; Full time

Job summary

Pearson is seeking a Head of IT Service Management to lead enterprise ITSM within OCTO. You will own cross‑company governance of Incident and Change Management and full stewardship of ServiceNow and Atlassian platforms, shaping a cloud‑native, AI‑enabled service environment.

This transformational leader will manage a global team, drive ITIL 4 adoption, governance maturity, and continuous improvement, delivering measurable improvements in service quality for Pearson’s learners and stakeholders.

Qualifications

• 15+ years of technology experience, with 8+ years in senior service management leadership.
• Deep ITIL 4 expertise with enterprise ITSM at scale.
• Experience deploying AI capabilities within ITSM platforms.
• Cross‑company governance for Incident & Change Management in large, global organisations.

Responsibilities

• Own and execute the long-term vision for enterprise Service Management at Pearson.
• Define human‑AI operating model for service delivery.
• Lead ServiceNow and Atlassian platform governance and roadmaps.
• Build a globally distributed Service Management organisation.

Skills

ITIL 4

Executive communication

Platform governance

Stakeholder influence

People leadership

Education

Degree in Computer Science / IT / Engineering / Business

Tools

ServiceNow

Jira / Jira Service Management

Confluence

Job description

Pearson is seeking a Head of IT Service Management to lead enterprise ITSM within OCTO. You will own cross‑company governance of Incident and Change Management and full stewardship of ServiceNow and Atlassian platforms, shaping a cloud‑native, AI‑enabled service environment.

This transformational leader will manage a global team, drive ITIL 4 adoption, governance maturity, and continuous improvement, delivering measurable improvements in service quality for Pearson’s learners and stakeholders.