Global IT Service Management Leader — AI‑Driven Platform

Pearson; Pierre (SD); On-site; USD 150,000 - 245,000; Full time

Job summary

Pearson, the world’s leading learning company, seeks a Head of IT Service Management to govern the enterprise ITSM program across OCTO, owning ServiceNow and Atlassian toolchains. You will drive ITIL 4 adoption, platform strategy, and AI-enabled governance at a global scale.

The role requires 15+ years in technology leadership with deep ITSM expertise, cross‑functional influence, and a track record of transforming enterprise service delivery across geographies.

Qualifications

• Extensive ITIL 4 governance experience at scale.
• Experience governing AI-enabled service management.
• Proven ability to lead globally distributed teams.

Responsibilities

• Own enterprise ITSM strategy and governance.
• Lead cross-company Incident and Change management.
• Oversee ServiceNow and Atlassian platform estates.

Skills

ITIL 4

Platform product mindset

Stakeholder influence

ServiceNow

Atlassian tools

Incident & Change Mgmt

CMDB

AI governance

Education

Degree in Computer Science / IT / Eng

Tools

ServiceNow platform

Jira/JSM/Confluence

Job description

Pearson, the world’s leading learning company, seeks a Head of IT Service Management to govern the enterprise ITSM program across OCTO, owning ServiceNow and Atlassian toolchains. You will drive ITIL 4 adoption, platform strategy, and AI-enabled governance at a global scale.

The role requires 15+ years in technology leadership with deep ITSM expertise, cross‑functional influence, and a track record of transforming enterprise service delivery across geographies.