Head of ITSM - AI-Driven Platform Governance (Remote)

Pearson; Concord (NH); Remote; USD 150,000 - 245,000; Full time

Job summary

Pearson is seeking a Head of IT Service Management to lead enterprise-wide ITSM within OCTO, owning governance, incident and change management, and the ServiceNow/Atlassian toolchains. The role demands deep ITIL 4 expertise, a platform product mindset, and strong stakeholder influence to drive disciplined, AI-enabled service delivery at a global scale.

The candidate will lead a globally distributed team, define governance for autonomous ITSM actions, and partner with Platform Engineering to

Qualifications

• ITIL 4 expertise and enterprise ITSM leadership are required.
• Experience governing AI capabilities within ITSM platforms is a plus.
• Strong platform governance and cross-functional collaboration skills are essential.

Responsibilities

• Own enterprise Service Management strategy and governance.
• Define human-AI operating model for service delivery.
• Lead and develop a globally distributed ITSM organization.
• Govern ServiceNow and Atlassian platforms and drive platform strategy.

Skills

ITIL 4

Platform product mindset

Stakeholder influence

Operational discipline

Education

Degree in Computer Science or related

Tools

ServiceNow

Jira

Confluence

Job description

Pearson is seeking a Head of IT Service Management to lead enterprise-wide ITSM within OCTO, owning governance, incident and change management, and the ServiceNow/Atlassian toolchains. The role demands deep ITIL 4 expertise, a platform product mindset, and strong stakeholder influence to drive disciplined, AI-enabled service delivery at a global scale.

The candidate will lead a globally distributed team, define governance for autonomous ITSM actions, and partner with Platform Engineering to