Technology Services Lead

The Power of Now

Fortescue Zero’s mission is to be the world leader in zero emission power systems. We are developing and manufacturing the technologies needed to decarbonise our planet. We are expanding across the geographies of UK, US and Australia and becoming a global company. As part of Fortescue, our vision is to be the number one integrated green technology, energy, and metals company.

An opportunity has arisen for a Technology Services Lead to join the IT department in a rapidly expanding and exciting work environment.

About the role

• The Technology Service Delivery Lead – UK plays a pivotal role in leading Fortescue’s on-site technology support capability across the United Kingdom. This role oversees a team of Technology Site Support Specialists responsible for providing hands-on technology support, managing the UK Tech Hub, and ensuring the delivery of a consistent, high-quality user experience aligned to Fortescue’s global standards.
• This position combines both leadership and technical delivery. The Lead acts as an escalation point for complex technical issues, supports day-to-day operational activities, and ensures alignment between UK on-site teams, the Perth-based Technology Service Management function, the Global Technology Operations Centre (GTOC), and the Global Service Desk.
• The successful candidate will be an experienced technical leader with strong problem-solving skills and the ability to work autonomously. They will drive collaboration across geographies to ensure that all Fortescue offices experience a consistent and high-performing support service, reflecting the company’s commitment to operational excellence and customer satisfaction.
• This role requires a dynamic and hands-on leader who can both guide and work alongside their team to deliver exceptional service. They will promote a culture of collaboration, continuous improvement, and high performance while seeking opportunities to enhance support services through process improvements, automation, and technological advances
• Working closely with the broader Global Service Management team in Perth, the Lead will uphold the IT Service Management (ITSM) and IT Operations Management (ITOM) practices, including Hardware Asset Management (HAM), ensuring governance, compliance, and consistency in the management of technology assets and service delivery processes across the UK offices

What you will do

• Leadership & Team Development

  • Provide leadership and guidance to the UK Technology Site Support teams.
  • Manage performance, training, and development of team members.
  • Foster a culture of collaboration, accountability, and customer focus.
  • Act as the regional escalation point for complex technical or service issues

  Service Delivery & User Experience

  • Uphold global ITSM and ITOM practices locally, including Incident, Request, Change, and Problem Management
  • Oversee Hardware Asset Management (HAM) within the UK team, ensuring accurate tracking, lifecycle management, and stock control of IT assets
  • Ensure compliance with Fortescue’s governance frameworks, policies, and operational standards.
  • Partner with FZ business stakeholders and the Perth-based Service Management team to support continual improvement initiatives and drive global alignment

  Collaboration & Communication

  • Work closely with the Service Management team in Perth to promote consistent standards, knowledge sharing, and alignment across practices, processes, and user experience
  • Represent the UK Technology Support team in meetings, workshops, and service reviews
  • Contribute to the development and sharing of knowledge across teams globally
  • Ensure local awareness of changes to procedures, systems, and standards

  Continuous Improvement & Innovation

  • Identify and implement opportunities to improve efficiency and enhance user experience.
  • Lead initiatives to shift repeatable or remote tasks to GTOC or the Global Service Desk
  • Support FIT’s drive towards automation and self-service enablement

  Self-Development & Capability Growth

  • Maintain a current understanding of relevant technologies and Fortescue systems
  • Develop leadership and technical skills aligned to evolving business needs
  • Promote and embody Fortescue’s values through everyday actions and decision-making

  Key Relationships:

  • Technology Site Support Team (UK):
  • Provide leadership, guidance, and escalation support; manage day-to-day operations, performance and personal development
  • Technology Service Desk & GTOC:
  • Maintain alignment across global support channels to ensure consistent ticket handling, communication, and service levels
  • Fortescue Integrated Technology (FIT) teams:
  • Collaborate with resolver groups, project teams, and other departments for incident resolution and continuous improvement
  • Global Service Management team (Perth):
  • Promote consistent standards, knowledge sharing, and alignment across practices, processes and user experience.
  • Act as the regional representative for Service Management in the UK, ensuring local delivery reflects global service principles and objectives
  • Digital Enablement (Perth)
  • Collaborate with Audio Visual, Microsoft services and endpoint management teams on Microsoft 365 and modern device management requirements
  • External Technology Vendors
  • Engage and coordinate with vendors to ensure timely issues resolution, service quality, and alignment to Fortescue standards.
  • Business stakeholders & SMEs
  • Collaborate closely to understand and solve challenges for the business, including tactical and strategic actions.

About You

• Experience in a senior technical or team lead role managing IT support teams
• Proven experience providing on-site and remote technology support within a large, complex corporate environment
• Demonstrated ability to lead and develop technical teams across multiple locations.
• Strong technical troubleshooting background, ideally within Microsoft 365, Windows, and modern device management environments.
• Experience working within ITIL-based frameworks and supporting enterprise technology services.
• Demonstrated experience implementing or maintaining ITSM and ITOM practices such as Incident, Request, Change, Asset, and Configuration Management.
• Experience managing Hardware Asset Management (HAM) processes, including stock control, procurement, and lifecycle tracking
• Experience managing Microsoft Teams Room software and hardware
• Experience supporting digital signage platforms
• Experience overseeing Event Audio Visual support
• Broad understanding of IT Service Management (ITSM) &IT Operations Management (ITOM) principles.
• Proficiency with ITSM tools such as ServiceNow or equivalent.
• Working knowledge of desktop, laptop, and collaboration technologies (M365, Teams, Intune, etc.)
• Awareness of automation opportunities and shift-left practices within a service delivery environment.

What is in it for you?

• Fortescue Zero 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.