Global ITSM Leader: AI-Driven Platform Governance

Pearson; Olympia (WA); 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 govern incident, change, knowledge, CMDB, and service catalog across Pearson globally, with AI-enabled governance and AI tooling integration.

This is a transformational leadership role requiring deep ITIL 4 expertise, platform product mindset, and strong stakeholder influence to deliver measurable improvements in service quality at scale.

Qualifications

• ITIL 4 expertise with enterprise ITSM maturity.
• Experience leading globally distributed ITSM teams.
• Experience governing AI-enabled service management.
• Executive stakeholder influence and change leadership.

Responsibilities

• Own and execute the long-term vision for enterprise Service Management at Pearson.
• Define Pearson’s human‑AI operating model for service delivery.
• Lead Platform Governance for ServiceNow and Atlassian platforms.
• Oversee Core ITSM Operations including Incident, Problem, Change management.
• Build and lead a globally distributed Service Management organisation.

Skills

ITIL 4 Expertise

Platform Product Mindset

Stakeholder Influence

Service Management Leadership

AI Governance

Education

Bachelor's degree in CS/IT/Eng/Business

Tools

ServiceNow Platform

Jira

Jira Service Management

Confluence

Atlassian Suite

Job description

Pearson is seeking a Head of IT Service Management to lead enterprise ITSM within OCTO. You will govern incident, change, knowledge, CMDB, and service catalog across Pearson globally, with AI-enabled governance and AI tooling integration.

This is a transformational leadership role requiring deep ITIL 4 expertise, platform product mindset, and strong stakeholder influence to deliver measurable improvements in service quality at scale.