Job Title: Specialist, Service Management 

The Service Delivery & Response team is responsible for ensuring the stable delivery of services and the effective management of incidents that impact customers and business operations. The team operates with a strong emphasis on collaboration, blameless incident management, transparency, and rapid response, ensuring service disruptions are addressed efficiently while driving continuous improvement.

The Specialist, Service Management role provides operational leadership and thought partnership within a global enterprise environment. This role requires strong decision‑making skills, the ability to work across multiple technical and business teams, and a customer‑first mindset. The Specialist acts as a trusted coordinator during incidents, ensuring issues are prioritized appropriately and corrective actions are implemented.

In this role, you will lead cross‑functional collaboration to manage incidents, service degradations, and operational changes. You will be accountable for coordinating response efforts, facilitating communication between stakeholders, and ensuring timely resolution of customer‑impacting issues. You will also contribute to post‑incident reviews, knowledge sharing, and process improvements, helping to strengthen service reliability, operational maturity, and the overall customer experience.

Responsibilities: 

Operate within a 24x7x365 support model, including participation in an on‑call rotation and weekend coverage as required.

Initiate, coordinate, and manage incidents, including leading bridge calls, overseeing communications, and managing escalations in line with global incident response standards.

Own the management of critical‑priority incidents, actively monitoring progress and driving incidents through to full resolution.

Provide accurate, timely, and consistent incident updates to technical teams, business stakeholders, and leadership throughout the incident lifecycle.

Track and communicate changes impacting live services, ensuring visibility, alignment, and risk awareness across stakeholders.

Collaborate closely with Problem Management and Change Management teams to support root cause analysis, corrective actions, and risk reduction.

Gather and consolidate information from application teams, Level 2 support, engineering, and other relevant stakeholders during outages and service degradations.

Assess and validate the business impact, customer impact, and sensitivity of incidents to ensure appropriate prioritisation and escalation.

Partner with leadership to recommend process, tooling, or operational improvements that enhance service delivery and incident response effectiveness.

Distribute reports, participate in meetings, and share metrics results.

Support training and knowledge sharing efforts. 

Provide group facilitation, training, and additional forms of knowledge transfer. 

Apply knowledge of the IT infrastructure interdependencies and impacts of Enterprise incidents and changes to balance priorities while driving incident resolutions. 

Exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents. 

Facilitate collaborative troubleshooting across technical teams to accelerate service restoration.

Enable and support the business to deliver high‑quality products at speed, while effectively managing operational risk and change.

Promote a culture of knowledge sharing and continuous improvement, including post‑incident review coaching and adoption of best practices across engineering teams.

Provide real‑time operational insights to the right stakeholders, ensuring information is delivered in the appropriate format and level of detail.

Help to establish and follow well defined processes that continuously evolve to support Pearson and our customers' changing needs.

Required Skills:   

Associate degree or equivalent experience 

5 years of experience in IT support or related field 

3 years of experience working in ITIL environment, such as IT Service Desk operations 

2 years of experience with two of the following IT areas: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, 

Data Center Operations, Cloud Computing, or Security Operations 

1 year of experience using ServiceNow, PagerDuty and other similar tools 

Experience with Confluence, Jira, Sharepoint, Microsoft Teams 

Knowledge of CI/CD pipelines 

Experience with people-coordination or project management efforts involving more than 10 individuals, including senior management 

Experience documenting incident resolution processes, creating reports, and providing timely status to management 

Demonstrated ability to troubleshoot and resolve moderately complex IT incidents with limited direction 

Demonstrated ability to work in a fast-paced environment, multi-task, and work with team members 

Excellent written and verbal communication skills in both formal and informal formats 

Motivated by change; willingness and ability to drive change; demonstrated success with effective incident response and change management 

Establish collaborative relationships built on trust and commitment and develop relationships at multiple levels within the business and technical teams 

Ability to work flexible hours in a 24/7 support model including participating in an on-call rotation 

Ability to work holiday’s, nights and weekends as needed to support on-call rotations