Manager Service Quality
Rio Tinto
Manager – Service Quality
Join an encouraging leadership group, committed to your growth and development
Work collaboratively with technical experts and multiple product groups
Permanent position located in Brisbane or Perth, Australia.
About the role
We are looking for a Manager – Service Quality to advance the maturity of the following IT Service Management (ITSM) capabilities within IS&T: Request Fulfilment, Knowledge Management, Service Level Management and Service Continual Improvement. The primary objective is to ensure the delivery of consistent, high-quality services to customers in line with their expectations.
Reporting the Manager – IT Service Management IS&T you will manage people and promote Rio Tinto values.
Responsibilities
People: Lead and develop the chapter members.
Define and oversee execution of the Service Quality roadmap, objectives and priorities.
Lead ITSM Practice Maturity: Define, monitor, measure, and continuously improve the maturity of the in-scope practices. Governance: Oversight and governance of ITSM practices to ensure alignment with organisational policies, compliance standards and continual improvement objectives.
Practice documentation: Ensure up-to-date policy, process, and procedural documentation for each ITSM practice in scope.
Enablement through Training and Knowledge: Ensure current training materials and knowledge resources are available and accessible to support consistent and effective process execution.
ITSM Toolset Design and Adoption: Manage the functional design and optimisation of the ITSM toolset and promote its adoption across relevant stakeholders. Manage a backlog of system improvement initiatives for Service Quality processes and ensure prioritisation based on business value.
Process Support and Advisory: Act as the SME for complex process-related queries, providing expert advice and guidance.
Performance Monitoring and Reporting: Define and report on process health metrics, using insights to identify opportunities and drive targeted improvements.
Stakeholder Feedback and Process Effectiveness: Proactively seek and incorporate stakeholder feedback to assess and enhance the effectiveness and usability of ITSM processes.
What you’ll bring
Knowledge
Governance frameworks / data & analytics, quality metrics.
ITIL framework and business application, e.g. ITIL Foundations certification (desired).
IT Service Management (ITSM) methodologies, including Continuous Improvement and the relationship to other ITSM practices.
Experience
Governance framework design and implementation. Process ownership and improvement.
Risk management and People leadership
Effective communication with business and IT stakeholders and IT Management
Stakeholder engagement, driving process participation across internal and external teams
Negotiating, prioritising and executing tasks with stakeholders under tight deadlines in a global environment.
What we offer
We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you, including requests for part time hours.
Be recognised for your contribution, your thinking and your hard work, and go home knowing you have helped the world progress.
An excellent base salary reflective of your skills and experience with annual incentive program.
Comprehensive medical benefits including subsidised private health insurance for employees and immediate family.
Attractive share ownership plan.
Extensive salary sacrifice & salary packaging options.
Career development & education assistance to further your technical or leadership ambitions.
Exclusive employee discounts (banking, accommodation, cars, retail and more).
Domestic relocation if required.
Where you will be working
Rio Tinto Information Systems and Technology (IS&T) operates to enable better alignment with customer priorities, end-to-end accountability, and flexibility to prioritise critical work. The function provides solutions that are aligned with current and future business requirements through the development and ongoing delivery of IT strategy and solution roadmaps.
Through appropriate governance, consultative processes, and the use of industry best practices, IS&T also ensures that emerging technologies and innovative ideas are constantly evaluated, considered, and adopted, to provide easy-to-use, best-in-class solutions and services.
#gts
About Rio TintoRio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs – striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win situations and meet opportunities.
Every Voice MattersAt Rio Tinto, we particularly welcome and encourage applications from Aboriginal and Torres Strait Islander people, women, the LGBTI+ community, mature workers, people with disabilities and people from different cultural backgrounds.We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.
