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.