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
Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminum, 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 and meet opportunities.
At Rio Tinto, we particularly welcome and encourage applications from Indigenous Peoples, women, the LGBTQIA+ community, mature workers, people with disabilities, and people from different cultural backgrounds.
We are committed to an inclusive environment where people feel comfortable being 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 who we are.
Take your leadership career to the next level.
Where can Rio Tinto take you?
You’re passionate and ambitious with tremendous career aspirations. The breadth and growth of our organisation empowers you to define your ideal career path.
Take a look at Katie’s career journey
- 2022 - PresentManager Projects - Energy DevelopmentBrisbane, Queensland, Australia
- 2021Superintendent Operations CentreBrisbane, Queensland, Australia
- 2020Development / Drill and Blast SuperintendentPilbara, Western Australia
- 2019Deputy Quarry ManagerPilbara, Western Australia
- 2018Development SupervisorPilbara, Western Australia
- 2017Senior Engineer of Drill, Blast and SurveyPilbara, Western Australia
- 2016Production EngineerPilbara, Western Australia
- 2015Mine scheduler - 2 week plannerPilbara, Western Australia
- 2014Drill and Blast EngineerPilbara, Western Australia
- 2012Graduate Mining EngineerPilbara, Western Australia
Working at Rio Tinto
Help us deliver the materials that make human progress possible.
The plane you’re flying in just landed. You fire up your phone and get your laptop out of the overhead bin. Immediately, you’re in work mode – thousands of miles from your office. Do you ever stop to think about all the materials that make life in the 21st century possible? At Rio Tinto, we discover, develop and deliver the materials that drive human progress. When you work with us, you’ll experience advantages you won’t find anywhere else.
Our application process
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Apply
The first thing you’ll need to do is apply to the role. You can do this with your LinkedIn profile or you can upload your resume. We’ll also ask you to complete a few questions before you submit your application.
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Undergo assessments
Our assessments are designed to help us work out whether you are suitable for the role. We will let you know which ones you’ll need to complete.
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Interview(s)
Our interviews could be in person or online. It’s a great opportunity for us to get to know you a bit better, answer any of your questions and talk about the exciting career opportunity you have applied for.
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Offers and checks
At this stage, we will let you know if you have been successful. If you have been, we’ll need to conduct a couple of checks, such as a background or security check. You may also need to do a medical assessment depending on the role you have applied for.
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Join the Rio Tinto team
Once the checks have been completed, we’ll be in touch to talk with you about your start date and answer any questions you may have before you start with us.