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Global Service Management Lead

Country/Region:  GB
State:  OXF
City:  Kidlington
Job ID:  16510

Global Service Management Lead

The Power of Now

Be part of something big. Fortescue is leading the world with our plan to decarbonise our iron ore operations, projects that harness renewable energy and the development of technology that will change our planet forever.

 

An opportunity has arisen for a Global Service Management Lead to join the IT department in our Kidlington office.

About the role

The Global Service Management Lead is responsible for representing, embedding, and governing Fortescue’s global IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM) frameworks across the UK FIT function.

 

Acting as the regional extension of the Global Service Management team, this role drives consistent adoption, compliance, and maturity uplift across Incident, Request, Problem, Change, Major Incident Management (MIM), CMDB governance, Hardware Asset Management (HAM), Software Asset Management (SAM), and ServiceNow platform standards.

 

The role provides governance oversight of UK-based ServiceNow queues, strengthening backlog visibility, prioritisation discipline, experience-led performance measures, and structured queue review practices to ensure alignment with global service standards.

 

This position operates through influence and governance rather than direct line management authority, enabling regional alignment while strengthening Fortescue’s overall service maturity.

What you will do

  1. Service Management Governance (UK)
  • Embed and govern global ITSM, ITOM, and ITAM frameworks across the UK FIT function
  • Ensure consistent adoption and disciplined execution of Incident, Request, Problem, Change, MIM, CMDB, HAM and SAM practices
  • Identify and remediate non-adherence to global standards through structured engagement and reporting.
  • Act as the UK subject matter authority on Service Management practice application

 

  1. ServiceNow Platform & Queue Governance
  • Provide governance oversight of all UK-based ServiceNow resolver group queues.
  • Monitor backlog health, ticket ageing, prioritisation disciple, and workflow adherence
  • Develop and maintain reporting dashboards that provide visibility of queue performance and service maturity indicators
  • Reinforce structured queue review cadences across UK teams
  • Identify systemic trends impacting service experience and escalate improvement actions where required

 

  1. Experience-Led Service Performance
  • Promote experience-based service performance measures aligned to XLA principles
  • Analyse service data to identify recurring pain points and improvement opportunities.
  • Drive initiatives that improve end-user experience, resolution quality, and service consistency
  • Support the development of meaningful service performance indicators beyond traditional SLA constructs

 

  1. Continuous Service Improvement
  • Identify maturity gaps across UK Service Management and Asset Management practices
  • Lead targeted improvement initiatives in partnership with the Global Service Management team
  • Support automation, standardisation, and process optimisation efforts
  • Contribute structured recommendations into global service improvement forums
  • Identify structural or process and platform gaps impacting the UK FIT function and formally raise improvement proposals aligned to global standards
  • Ensure all proposed ServiceNow enhancements or process changes are reviewed, agreed globally, and processed through the approved SDLC and governance pathways

 

  1. Regional Alignment & Influence
  • Act as the formal UK extension of the Global Service Management functions
  • Provide data-driven insight to Technology Operations leadership on governance posture and service maturity
  • Influence behavioral and process alignment across distributed UK teams without direct line management
  • Represent UK service maturity outcomes in global governance discussions where required

 

 

 

 

 

About you

  • Minimum 5+ years’ experience operating within enterprise IT Service Management environments.
  • Demonstrated experience embedding and governing ITSM, ITOM, and/or ITAM practices across distributed teams.
  • Proven experience driving process adoption and behavioural change without direct line management authority.
  • Exposure to queue health management, service performance reporting, and service maturity uplift initiatives.
  • Experience working within global operating models and cross-regional teams
  • Strong hands-on familiarity with ServiceNow, including workflow governance, queue management, reporting, dashboards, and data quality controls within an enterprise environment
  • Strong working knowledge of ITIL v4 principles and modern Service Management frameworks.
  • Solid understanding of Incident, Request, Problem, Change, Major Incident, CMDB, HAM, and SAM practices.
  • Understanding of IT Asset Management (ITAM) governance and lifecycle control.
  • Familiarity with experience-led service performance measures (XLA-aligned thinking).
  • Awareness of service reporting, data quality controls, and governance disciplines.
  • Broad understanding of how ITSM integrates with IT Operations and delivery lifecycles
  • Working understanding of ServiceNow data structures, assignment groups, SLAs/experience metrics, and platform governance principles.

 

 

 

 

 

 

 

 

 

 

 

What is in it for you?

Our UK benefits include:

 

  • Bonus scheme
  • Aviva Pension
  • Group Life Assurance
  • Group Income Protection
  • Electric Car Scheme
  • Health Cash Plan
  • Employee Assistance Programme
  • Private Medical Insurance
  • 26 days holiday plus public holidays and the opportunity to purchase an additional 5 days per year
  • Childcare Benefits
  • Free on-site gym access and discounted national memberships

 

Fortescue celebrates individual strengths and team members are encouraged to bring their whole selves to work. Our global workforce drives and promotes an inclusive culture, both within our organisation and throughout the communities we interact with. Diverse backgrounds include First Nations Peoples, people with disabilities, LGBTQ+ community, gender, neurodiverse, cultural diversity, all age groups, and those with an intersectional or multiple diverse characteristics. We encourage candidates from all backgrounds to apply.

 

https://fortescue.com/careers 

 

Internal Candidates / Current Contractors please apply via Success Factors Careers Portal. For further information on how to apply please visit the Fortescue Hub. 

 

Fortescue reserves the right to close applications early should a suitable pool of candidates be identified. Fortescue will never contact you to ask for payment of any kind, whether directly or through a third party.

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