Service Management Specialist - Service Quality & Reporting

IS&T Service Management Specialist Service Quality & Reporting

• Great opportunity to join a global organisation at the forefront of mining
• Excellent work environment where people are valued and respected
• Work in a fast-paced environment with lots of opportunity for exposure to both highly visible projects and cutting-edge technology
• Permanent role based in Perth or Brisbane

About the role

All progress begins with pioneers. At Rio Tinto, it begins with you.

We are looking for a Service Management Specialist who will be responsible for governing, monitoring, analysing, and driving opportunities to continuously improve the IS&T Service Management practice. In collaboration with our business and technical peers, you help ensure the delivery of high-quality services to our clients and customers. This role is pivotal in maintaining and enhancing our reputation for exceptional service and customer satisfaction.

Reporting to the Manager Service Quality, Reporting & CI, and working in a collaborative and exciting environment within our IS&T Team, you will:

• Play a key role in the establishment, measurement and management of our service quality, reporting, knowledge and continual improvement practice activities.
• Establish & monitor service level agreements with internal teams and external partners to ensure service delivery meets or exceeds client expectations.
• Regularly review SLAs and KPIs to identify areas for improvement and optimization.
• Develop and implement performance metrics and Key Performance Indicators (KPIs) to measure service quality and efficiency.
• Understand and the relationship between traditional SLA’s and XLA’s, their value and be able to contribute to their creation and improvement.
• Continuously monitor and analyze performance data, identify trends, and initiate corrective actions as necessary.
• Act as a liaison between the service delivery teams, business partners, and management, communicating service performance, issues, and opportunities for improvement.
• Provide guidance and mentorship across the IS&T environment including outsource partners in the execution of service quality, reporting and continual improvement, using a supportive and collaborative approach
• Lead efforts to identify and implement process improvements, automation, and efficiency measures to enhance service quality and reduce costs.
• Collaborate with cross-functional teams to drive process optimization.
• Identify and proactively mitigate risks that could impact service delivery and SLAs.
• Collaborate with cross-functional teams, including IT, operations, and customer support, to resolve issues and improve service delivery.
• Model, contribute and drive a continuous learning, customer-centric behaviour in all that you undertake.
• Ensure all sub-processes remain aligned to Rio Tinto process documentation and that it adheres to standards, policies, and meets best practice.

What you’ll bring

• A commitment to safety of yourself and your team
• A human-centred approach within an outcome oriented high performing team
• A progressive learning and improvement mindset
• Extensive experience working within a collaborative service management team across a geographically dispersed company
• Demonstrable subject matter expertise across ITIL General or Service Management practices
• Demonstrable experience and knowledge in ITSM tools and methodologies (ITIL and SIAM), and process improvement
• Strong fact-based data analytical / performance interpretation skills
• Advanced ITIL certification v3 or v4
• Moderate to high ServiceNow experience or equivalent service management toolset
• Excellent stakeholder engagement, negotiation and communication skills including the ability to influence stakeholders of all levels

It will also be beneficial if you have:

• Experience working within teams using DevOps, Lean, Design Thinking and Agile methodologies
• Business analysis background and/or experience
• Service Integration and Management (SIAM) certification

What we offer

• Be recognised for your contribution, your thinking and your hard work, and go home knowing you have helped the world progress.
• A work environment where safety is always the number one priority
• A permanent position working directly for Rio Tinto
• A competitive base salary reflective of your skills and experience with annual incentive program
• Comprehensive medical benefits including subsidized private health insurance for employees and immediate family
• Attractive share ownership plan
• Company provided insurance cover
• Extensive salary sacrifice & salary packaging options
• Career development & education assistance to further your technical or leadership goals.
• Ongoing access to family-friendly health and medical wellbeing support
• Exclusive employee discounts (banking, accommodation, cars, retail and more)
• Possible domestic relocation assistance
• Flexible working arrangements.

About Rio Tinto

Rio 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 over 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 and meet opportunities.

Where you’ll 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.

Every Voice Matters

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.

At 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.