Service Management Specialist

7 months ago

Brisbane, Australia Rio Tinto Full time

**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 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 produc

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