Remote Head of Enterprise IT Service Management

Pearson; Lincoln (NE); On-site; USD 150,000 - 245,000; Full time

Job summary

Pearson is seeking a seasoned Head of IT Service Management to lead enterprise-wide ITSM for the OCTO office. You will own the ServiceNow and Atlassian toolchain, set governance standards, and direct a globally distributed team.

Bring a platform-product mindset, ITIL 4 expertise, and a track record of executive stakeholder influence. You will shape AI-assisted service governance, incident and change management, knowledge management, and CMDB practices across Pearson globally.

Qualifications

• 15+ years in technology with ITSM leadership
• Experience implementing ITIL 4 in large enterprises
• Proven governance and cross-organisation collaboration

Responsibilities

• Define and execute enterprise ITSM strategy for OCTO
• Own platform governance for ServiceNow and Atlassian suites
• Lead global ITSM team across geographies and time zones
• Drive AI-enabled and cloud-native service delivery models
• Deliver measurable improvements in service quality and resilience

Skills

ITIL 4

Platform product mindset

Stakeholder influence

People leadership

Education

Degree in Computer Science/IT/Engineering/Business

Tools

ServiceNow

Jira

Confluence

Job description

Pearson is seeking a seasoned Head of IT Service Management to lead enterprise-wide ITSM for the OCTO office. You will own the ServiceNow and Atlassian toolchain, set governance standards, and direct a globally distributed team.

Bring a platform-product mindset, ITIL 4 expertise, and a track record of executive stakeholder influence. You will shape AI-assisted service governance, incident and change management, knowledge management, and CMDB practices across Pearson globally.