Head of Enterprise IT Service Management (ITSM Platform)
Pearson
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Job summary
Pearson seeks a Head of IT Service Management to lead enterprise-wide ITSM within OCTO. You will own governance of Incident, Change, CMDB, ServiceNow and Atlassian Platform across Pearson globally, driving AI-enabled, cloud-native ITSM with strong stakeholder influence.
The role requires 15+ years in tech, deep ITIL 4 expertise, and transformational leadership to build a 24/7 globally distributed team and deliver measurable improvements in service quality for learners and stakeholders.
Qualifications
- 15+ years of technology experience with senior service management leadership.
- Deep ITIL 4 expertise and enterprise ITSM maturity track record.
- Experience deploying and governing AI capabilities within ITSM platforms.
- Proven cross‑company governance in Incident & Change Management.
Responsibilities
- Hold enterprise governance for Major Incident Management and change control.
- Own ServiceNow platform strategy, roadmap, and AI capabilities.
- Lead 24/7 globally distributed Service Management organisation.
- Drive knowledge management, CMDB stewardship, and service catalog ownership.
- Define SLAs/OLAs and real-time service performance dashboards.
Skills
Education
Tools
Job description
Pearson seeks a Head of IT Service Management to lead enterprise-wide ITSM within OCTO. You will own governance of Incident, Change, CMDB, ServiceNow and Atlassian Platform across Pearson globally, driving AI-enabled, cloud-native ITSM with strong stakeholder influence.
The role requires 15+ years in tech, deep ITIL 4 expertise, and transformational leadership to build a 24/7 globally distributed team and deliver measurable improvements in service quality for learners and stakeholders.
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