Specialist, Service Management

Role:
Specialist, Service Management

Description: As a Service Delivery Specialist at Pearson, you’ll drive end‑to‑end operational excellence by shaping and enhancing service frameworks, strengthening reporting and alerting capabilities, and partnering closely with Agile development and business teams to deliver data‑driven, high‑quality services at scale.

Division: Assessment & Qualifications Delivery

Location: Bangalore or Chennai, India

About UK Assessment &

Qualifications:

We are responsible for the delivery of nearly 4 million examination results per annum, including A-Level, GCSE, BTEC and T-levels for students in UK and International centres. Our in‑house systems process every learner from registration to marking and certification, in a highly regulated business. We currently operate a hybrid estate of predominantly bespoke systems, with an ongoing strategic transformation programme to migrate from on‑prem to cloud based, cost effective, scalable, and resilient services.

We are looking for a passionate and adaptable Service Delivery Manager to join our growing Service Management function within the Assessment and Qualifications Division. Working as part of the Service Management team, you will help build and mature service management capabilities across Technology and Business teams, guiding services from design through to live operation and support. You bring a strong understanding of service management best practices and processes, alongside the flexibility to learn, experiment, and adapt as ways of working evolve.

In this challenging and collaborative role, you will work closely with stakeholders across the organisation to embed service management frameworks, improve reliability and quality of IT services, and drive continuous improvement that enhances service to Pearson customers and internal colleagues alike. Leveraging ITSM tools and your enthusiasm for service and relationships, your work will directly influence user satisfaction, operational stability, and positive business outcomes in a fast‑paced environment.

• Owning and continuously improving core ITSM processes including Incident, Request, Problem, Change and Major Incident Management.
• Managing end‑to‑end service delivery, from service onboarding and design through to operational support and continual improvement.
• Leading major incident coordination and post‑incident reviews, ensuring actions strengthen service resilience and reduce repeat issues.
• Designing and delivering service reporting across KPIs such as availability, uptime, SLAs and SLOs.
• Supporting the development of monitoring and observability capabilities to enable early issue detection and improved service reliability.
• Working cross‑functionally to establish and enhance service availability frameworks, including meaningful SLIs and SLOs.
• Building trusted stakeholder relationships to understand service dependencies and business priorities.
• Supporting supplier performance management, contributing to SLA oversight and structured service reviews.
• Ensuring governance standards are met through accurate documentation, audit readiness and effective change control.

• A proven track record across the full‑Service Delivery lifecycle (design through to operational support) within a fast‑paced environment.
• Strong experience working within Agile environments and alongside development teams.
• Demonstrable experience implementing or improving service management frameworks, alerting and reporting mechanisms.
• Experience analysing and interpreting service data to drive insight and improvement.
• Hands‑on experience with ITSM tools, particularly Service Now.
• Experience designing, building and continuously improving reports and dashboards.
• A strong communicator who can challenge constructively, influence decisions and set clear expectations.
• A relationship builder who collaborates effectively across technical and business teams.
• Knowledge of best practice frameworks such as ITIL (certification desirable).
• A pragmatic, proactive mindset with a genuine appetite for learning, ownership and making meaningful impact.

At Pearson, our purpose is…