Hiring: Senior Lead, Service Management Company: Pearson Location: Boise, ID Job Posted Time: 2026-09-15 11:21:00 Employment Type: Full-time Target Skills & Keywords : Change Management, Configuration Management, Confluence, Jira, Root Cause Analysis, ServiceNow About the job Experience: •15+ years of technology experience, with at least 8+ years in senior service management, ITSM, or IT operations leadership roles. Required Skills: •In this highly visible and pivotal role, you will lead and run the IT service management service across the enterprise — setting the standards, processes, and governance frameworks by which technology services are requested, delivered, governed, measured, and continuously improved across Pearson globally. •Bring deep technical credibility in service management platforms alongside the executive presence to influence senior stakeholders across technology, product, and business functions, drive lasting cultural change, and deliver measurable improvements in service quality at global scale. Qualifications: •Deep expertise in ITIL 4 service management practices — ITIL 4 Managing Professional or Strategic Leader certification strongly desirable — with a track record of implementing and maturing enterprise ITSM at scale. •Demonstrable experience deploying and governing AI capabilities within enterprise ITSM platforms; familiarity with AIOps principles and observability platforms; and an evidence-based approach to measuring AI’s impact on service quality. •Demonstrated experience holding cross-company governance authority for Incident Management and Change Management in large, complex, globally distributed organisations. •Strong command of all core ITIL 4 practices: Incident, Problem, Change, Service Request, Knowledge, CMDB/Configuration, Service Level, Availability, Capacity, and Continual Improvement. •Strong analytical capability — able to build service performance dashboards, SLA frameworks, and executive-level reporting that translate operational data into business insight. •Executive-level communication and influencing skills — able to translate operational complexity into clear business language for senior and executive stakeholders. •Strong commercial acumen — able to manage vendor relationships, licence negotiations, and platform investment cases with confidence, including AI-enabled platform capabilities. •A collaborative, inclusive, empathetic leadership style with a track record of building high-performing, service-oriented teams. •A leadership approach that reflects Pearson’s essential behaviours: customer centricity, performance excellence, collaborative value creation, and the ability to inspire others. •Degree in Computer Science, Information Technology, Engineering, Business, or a related discipline. Compensation: •$150,000 - $245,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!