Head of IT Service Management - Global & AI-Driven Platform

Pearson; Washington (District of Columbia); 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 lead the enterprise ITSM program within OCTO. You’ll govern ITIL processes, own the ServiceNow platform and Atlassian toolchain, and drive AI-enabled service governance across Pearson globally.

This senior role demands transformational people leadership, platform credibility, and strong stakeholder influence to deliver measurable improvements in service quality at scale.

Qualifications

• 15+ years of technology experience, with 8+ years in senior service management or IT operations leadership.
• Strong ITIL 4 expertise with proven enterprise ITSM delivery at scale.
• Experience deploying and governing AI capabilities within ITSM platforms; familiarity with AIOps.

Responsibilities

• Own and execute the long-term vision for enterprise Service Management at Pearson in an AI-augmented, cloud-native organisation.
• Define Pearson’s human-AI operating model for service delivery with governance for autonomous AI actions.
• Serve as a senior Platform Engineering leader, providing governance and ITSM maturity insights to executives.
• Hold enterprise-wide governance for Major Incident Management across Pearson’s technology teams and geographies.
• Drive a culture of blameless post-incident reviews and regular incident analytics for resilience.
• Own the CMDB as a strategic data product enabling AI-driven impact analysis and real-time topology mapping.

Skills

ITIL 4

Platform mindset

Stakeholder influence

People leadership

Education

Degree in CS/IT/Engineering

Tools

ServiceNow

Jira/Jira Service Management

Confluence

Job description

Pearson, the world’s leading learning company, seeks a Head of IT Service Management to lead the enterprise ITSM program within OCTO. You’ll govern ITIL processes, own the ServiceNow platform and Atlassian toolchain, and drive AI-enabled service governance across Pearson globally.

This senior role demands transformational people leadership, platform credibility, and strong stakeholder influence to deliver measurable improvements in service quality at scale.