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.
