Head of IT Service Management, Enterprise Platform

Pearson; Hartford (CT); On-site; USD 150,000 - 245,000; Full time

Job summary

Pearson seeks a Head of IT Service Management to lead enterprise ITSM across OCTO. You will own governance for Incident and Change Management, oversee the ServiceNow platform and Atlassian stack, and drive AI-enabled service governance.

This role requires a transformational people leader with global, cross‑functional influence across technology, product, and business units. You will define strategic ITSM roadmaps, establish rigorous metrics, and push for continuous improvement in service quality

Qualifications

• Strong ITIL 4 expertise and governance experience across large enterprises.
• Experience implementing and maturing enterprise ITSM at scale.

Responsibilities

• Own and execute the long-term vision for enterprise Service Management.
• Define human–AI operating models for service delivery and governance.
• Lead an enterprise Service Management organization across geographies and time zones.
• Govern ITSM platforms (ServiceNow and Atlassian) and drive platform strategy.

Skills

ITIL 4

Platform governance

Stakeholder influence

Incident Management

Change Management

ServiceNow

Jira/Confluence

Education

Degree in Computer Science/IT/Engineering/Business

Tools

ServiceNow

Jira

Confluence

Job description

Pearson seeks a Head of IT Service Management to lead enterprise ITSM across OCTO. You will own governance for Incident and Change Management, oversee the ServiceNow platform and Atlassian stack, and drive AI-enabled service governance.

This role requires a transformational people leader with global, cross‑functional influence across technology, product, and business units. You will define strategic ITSM roadmaps, establish rigorous metrics, and push for continuous improvement in service quality