Manager – Service Quality
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Join an encouraging leadership group, committed to your growth and development
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Work collaboratively with technical experts and multiple product groups
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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
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People: Lead and develop the chapter members.
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Define and oversee execution of the Service Quality roadmap, objectives and priorities.
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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.
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Practice documentation: Ensure up-to-date policy, process, and procedural documentation for each ITSM practice in scope.
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Enablement through Training and Knowledge: Ensure current training materials and knowledge resources are available and accessible to support consistent and effective process execution.
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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.
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Process Support and Advisory: Act as the SME for complex process-related queries, providing expert advice and guidance.
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Performance Monitoring and Reporting: Define and report on process health metrics, using insights to identify opportunities and drive targeted improvements.
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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
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Governance frameworks / data & analytics, quality metrics.
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ITIL framework and business application, e.g. ITIL Foundations certification (desired).
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IT Service Management (ITSM) methodologies, including Continuous Improvement and the relationship to other ITSM practices.
Experience
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Governance framework design and implementation. Process ownership and improvement.
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Risk management and People leadership
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Effective communication with business and IT stakeholders and IT Management
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Stakeholder engagement, driving process participation across internal and external teams
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Negotiating, prioritising and executing tasks with stakeholders under tight deadlines in a global environment.
What we offer
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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.
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Be recognised for your contribution, your thinking and your hard work, and go home knowing you have helped the world progress.
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An excellent base salary reflective of your skills and experience with annual incentive program.
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Comprehensive medical benefits including subsidised private health insurance for employees and immediate family.
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Attractive share ownership plan.
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Extensive salary sacrifice & salary packaging options.
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Career development & education assistance to further your technical or leadership ambitions.
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Exclusive employee discounts (banking, accommodation, cars, retail and more).
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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 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 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 Matters
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.
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.
JOB_POSTING-3-10406
Llevamos 150 años dedicados a la minería y trabajamos con conocimientos acumulados a lo largo de generaciones y continentes. Nuestro propósito es encontrar mejores formas de proporcionar los materiales que el mundo necesita, esforzándonos por innovar y mejorar continuamente para producir materiales con bajas emisiones y según las normas medioambientales, sociales y de gobernanza adecuadas. Pero no podemos hacerlo solos, así que nos centramos en crear asociaciones para resolver problemas, crear situaciones beneficiosas para todos y aprovechar las oportunidades.
En Rio Tinto, acogemos con especial agrado y alentamos las solicitudes de los pueblos indígenas, las mujeres, la comunidad LGBTQIA+, los trabajadores maduros, las personas con discapacidad y las personas de diferentes orígenes culturales.
Estamos comprometidos con un ambiente inclusivo donde las personas se sientan cómodas siendo ellas mismas. Queremos que nuestra gente sienta que se escuchan todas las voces, que se respetan todas las culturas y que la variedad de perspectivas no sólo es bienvenida, sino que es esencial para nuestro éxito. Nos tratamos unos a otros con justicia y dignidad, independientemente de la raza, el sexo, la nacionalidad, el origen étnico, la religión, la edad, la orientación sexual o cualquier otra cosa que nos haga serquienes somos.
Lleva tu carrera en liderazgo al siguiente nivel.
¿Adónde puedes llegar con Rio Tinto?
Tienes pasión y ambición con aspiraciones profesionales tremendas. La amplitud y el crecimiento de nuestra organización te capacita para definir tu trayectoria profesional ideal.
Explorar la trayectoria profesional de Katie
- Feb 2022 - ActualidadGerente de Proyectos – Desarrollo EnergéticoBrisbane, Queensland, Australia
- Nov 2020 - Feb 2022Superintendente Centro de OperacionesBrisbane, Queensland, Australia
- Nov 2018 - Nov 2020Desarrollo / Superintendente Perforación y VoladuraPilbara, Australia Occidental
- Abril 2015 - Nov 2020Gerente Adjunto CanterasPilbara, Australia Occidental
- Mar 2018 - Nov 2018Supervisor de DesarrolloPilbara, Australia Occidental
- Mar 2017 - Mar 2018Ingeniero Superior de Perforación, Voladura y TopografíaPilbara, Australia Occidental
- Oct 2016 - Mar 2017Ingeniero de ProducciónPilbara, Australia Occidental
- Nov 2015 - Oct 2016Planificación Minas – plan de 2 semanasPilbara, Australia Occidental
- Abril 2014 - Nov 2015Ingeniero de Perforación y VoladuraPilbara, Australia Occidental
- Enero 2012 - Mar 2014Graduado en Ingeniería en MinasPilbara, Australia Occidental
Trabajar en Rio Tinto
Ayúdanos a aportar los materiales que hacen posible el progreso humano.
El avión en el que vas acaba de aterrizar. Enciendes el móvil y sacas el portátil del compartimento superior. Inmediatamente te pones a trabajar, a miles de kilómetros de tu oficina. ¿Alguna vez te has detenido a pensar en todos los materiales que hacen posible la vida en el siglo XXI? En Río Tinto descubrimos, desarrollamos y aportamos los materiales que impulsan el progreso humano. Cuando trabajas con nosotros, vivirás ventajas que no encontrarás en ningún otro lugar.
Nuestro proceso de solicitud
01
Postularse
El primer paso es postularse para el rol. Puedes presentarte con tu perfil de LinkedIn o subir tu currículo. También pediremos que respondas algunas preguntas antes de enviar tu solicitud.
02
Pasar evaluaciones
Nuestras evaluaciones están diseñadas para ayudarnos a determinar si eres compatible para el puesto. Te haremos saber cuáles tendrás que completar.
03
Entrevista
La entrevista se podrá realizar en persona o en línea. Es la oportunidad perfecta para conocerte mejor, responder a tus preguntas y conversar de la emocionante oportunidad profesional que has solicitado.
04
Ofertas y controles
En esta fase, te comunicaremos si te hemos seleccionado, en cuyo caso será necesario realizar un par de controles, como una verificación de antecedentes o de seguridad. Es posible que tengas que someterte a una evaluación médica, dependiendo del puesto solicitado.
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Integración al equipo Rio Tinto
Una vez completados las verificaciones, nos comunicaremos para definir la fecha de inicio y responder a cualquier pregunta que puedas tener antes de unirte a nuestro equipo.