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Fortescue Metals Group

Global Service Management Lead

Fortescue Metals Group
Kidlington, OXF, GBPosted 1 weeks ago

Job Description

  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

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About Fortescue Metals Group
5001-10000 employees
Perth, Australia
Website
Global Service Management Lead at Fortescue Metals Group | Renata