Global IT Service Management Leader — AI-Driven Platform

Pearson; Des Moines (IA); On-site; USD 150,000 - 245,000; Full time

Job summary

Pearson is seeking a Head of IT Service Management to lead the enterprise ITSM capability within the Office of the Chief Technology Officer. You will own cross‑company governance for Incident and Change Management and end‑to‑end ownership of the ServiceNow platform and Atlassian toolchain.

The ideal candidate blends deep ITIL 4 expertise with a platform product mindset, strong stakeholder influence, and the ability to lead a globally distributed team to deliver measurable improvements in service

Qualifications

• 15+ years of technology experience with 8+ years in senior service management, ITSM, or IT operations leadership.
• Deep ITIL 4 expertise and certification desirable.
• Experience deploying AI capabilities within enterprise ITSM platforms and governance of AI features.
• Proven cross-company governance for Incident and Change Management.
• Executive-level communication and stakeholder management.
• Degree in Computer Science, Information Technology, Engineering, Business, or related discipline.

Responsibilities

• Own long-term vision for enterprise Service Management at Pearson, including AI-augmented and cloud-native operating model.
• Define human-AI operating model for service delivery with governance on autonomous actions.
• Serve as senior Platform Engineering leader for governance, ITSM maturity, and platform strategy.
• Drive ITIL 4 adoption, process consistency, and governance maturity across Pearson functions.
• Lead a culture of service excellence and continuous improvement across a global team.

Skills

ITIL 4

Platform product mindset

Stakeholder influence

People leadership

AI governance

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related discipline

Tools

ServiceNow

Jira/Jira Service Management/Confluence

Job description

Pearson is seeking a Head of IT Service Management to lead the enterprise ITSM capability within the Office of the Chief Technology Officer. You will own cross‑company governance for Incident and Change Management and end‑to‑end ownership of the ServiceNow platform and Atlassian toolchain.

The ideal candidate blends deep ITIL 4 expertise with a platform product mindset, strong stakeholder influence, and the ability to lead a globally distributed team to deliver measurable improvements in service