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Global Service Management Lead

Fortescue -
Kidlington

Apply Now

Job details

Benefits

Company pension
Employee assistance programme
Private medical insurance
Car scheme

Qualifications

Childcare
Data structures
ITIL
ServiceNow
IT

Full job description

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

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

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

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

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

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.

Apply Now

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