Service Management Principal

Our Opportunity

The Service Management Principal plays a critical role within Fortescue’s Global Service Management function, driving the design, governance, and continual improvement of enterprise ITSM and ITAM practices. As the global owner, this role establishes clear, standardised ways of working across Incident, Major Incident, Request, Knowledge, and Asset Management (SAM & HAM), ensuring alignment to ITIL and Fortescue standards while delivering tangible outcomes in service reliability, user experience, compliance, and cost efficiency.

Working across a globally distributed, federated delivery model, the role leads through influence to bring together internal teams, partners, and service providers under a common framework. Leveraging ServiceNow as a key enabler, the Principal ensures consistent, automated, and insight-driven service delivery, while collaborating closely with adjacent practice leads to create seamless, end-to-end service experiences that support Fortescue’s operational performance and growth ambitions.

Location

Fortescue’s Perth office is located on the traditional lands of the Whadjuk people.

Roster

Monday to Friday

Key Responsibilities

• Own and govern end-to-end ITSM & ITAM practices (Incident, Major Incident, Request, Knowledge, SAM & HAM)
• Define global standards, policies, operating models, and controls aligned to ITIL and enterprise frameworks
• Act as the key authority for practice design, governance, and cross-practice alignment
• Own and optimise ServiceNow capabilities, including workflows, data models, integrations, and reporting
• Drive automation and platform adoption to improve efficiency, control, and user experience
• Establish and monitor performance frameworks to deliver service quality, compliance, and cost optimisation
• Lead federated execution across global teams, offshore partners, and service providers through governance and influence
• Drive continual improvement and maturity uplift through data-led insights, roadmaps, and capability development

Qualifications and Experience

• Tertiary qualification in IT/Business (or equivalent)
• ITIL 4 Certification (Managing Professional or equivalent) required
• Service Now Certification is highly desirable
• Extensive experience in ITSM & ITAM within large, complex, global organisations
• Proven leadership as a senior practice owner governing enterprise-wide ITSM/ITAM practices
• Strong expertise in ITIL-aligned processes (Incident, Major Incident, Request, Knowledge, Asset Management)
• Hands-on experience with ServiceNow across ITSM, ITOM, and ITAM (including SAM & HAM)
• Deep understanding of asset lifecycle management, licensing, compliance, and optimisation
• Experience working in matrixed environments and managing offshore/service providers
• Demonstrated ability to drive continual improvement, automation, and service optimisation at scale

About Us

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.

Our Commitment

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.