At a Glance
- Tasks: Lead global IT service management and drive innovative improvements in a dynamic environment.
- Company: Join Fortescue, a leader in decarbonising iron ore operations with a focus on renewable energy.
- Benefits: Enjoy a competitive salary, bonus scheme, health benefits, and 26 days holiday.
- Other info: Be part of an inclusive culture that celebrates diversity and encourages personal growth.
- Why this job: Make a real impact on global service standards while working with cutting-edge technology.
- Qualifications: 5+ years in IT service management with strong knowledge of ITIL v4 and ServiceNow.
The predicted salary is between 60000 - 80000 € per year.
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 the 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 discipline, 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 elevate improvement actions where required
- Experience‑Led Service Performance
- 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 behavioural 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?
- 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. 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.
Global Service Management Lead in Kidlington employer: Fortescue
Fortescue is an exceptional employer, offering a dynamic work environment in Kidlington where innovation meets sustainability. With a strong commitment to employee growth, we provide comprehensive benefits including a bonus scheme, private medical insurance, and access to a free on-site gym, all while fostering an inclusive culture that values diverse backgrounds and perspectives. Join us in leading the charge towards decarbonisation and be part of a team that empowers you to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Global Service Management Lead in Kidlington
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Knowing their values and recent projects can help you stand out and show you're genuinely interested.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Global Service Management Lead in Kidlington
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with ITSM, ITOM, and ITAM frameworks. We want to see how your skills align with the role of Global Service Management Lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Experience:When detailing your work history, focus on your hands-on experience with ServiceNow and any governance roles you've held. We love seeing concrete examples of how you've driven process adoption and improved service maturity in previous positions.
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences. Remember, clarity is key in demonstrating your ability to communicate effectively!
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures that your application gets to the right people quickly and efficiently. Plus, it’s the best way to stay updated on your application status!
How to prepare for a job interview at Fortescue
✨Know Your ITSM Inside Out
Make sure you’re well-versed in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM) frameworks. Brush up on your knowledge of Incident, Request, Problem, Change, and Major Incident Management practices, as well as the ServiceNow platform. Being able to discuss these topics confidently will show that you’re the right fit for the role.
✨Showcase Your Governance Skills
Since this role involves a lot of governance oversight, prepare examples of how you've successfully embedded and governed ITSM practices in previous roles. Think about specific instances where you influenced teams without direct authority and how you ensured compliance with global standards.
✨Data-Driven Insights are Key
Be ready to talk about how you’ve used data to drive service performance improvements. Discuss any experience you have with reporting dashboards and how you’ve identified trends or pain points in service delivery. This will demonstrate your analytical skills and your ability to enhance user experience.
✨Emphasise Continuous Improvement
Fortescue is all about continuous service improvement, so come prepared with ideas on how you would identify maturity gaps and lead improvement initiatives. Share examples of past projects where you contributed to process optimisation or automation efforts, showing that you’re proactive about enhancing service management practices.
