Principal Technology Service Management

About BHP
At BHP we support our people to grow, learn, develop their skills and reach their potential. With a global portfolio of operations, we offer a diverse and inclusive environment with extraordinary career opportunities. Our strategy is to focus on creating a safe work environment where our employees feel strongly connected to our values and objectives, and where the capability of our people is key to our success.

Come and be a part of this success.

About The Role
The Service Management Practice Owner is a core member of the team responsible for management, training and governance of Service Management Practices, as well as providing input into product roadmap.

A role in the Service Management team means challenging yourself, and our Technology Function, to continually improve and innovate.

You will own one or multiple Service Management Practices and engage with the ServiceNow Platform Owner, Product Managers, and DevOps teams, as well as the broader Technology Organisation such as Technology Leadership, Service Owners, Infrastructure and Application teams, and end-users to ensure efficiency and efficacy of your process(es) and balance the process alignment and governance with user experience and business performance.

Our team strategy is quick adoption and tailoring of industry best practices, enabling effective and efficient management of Technology products and services to reduce risk and realise opportunities for the business.

Objectives Of The Role

• Devise global standards and policies for respective practices.
• Review, maintain, improve and develop procedural documents, training material, and how-to guides.
• Set and monitor performance targets.
• Create governance framework to ensure embedment
• Identify improvement opportunities and deliver to outcomes
• Act as the SME to answer questions and queries
• Provide ad-hoc training, roadshows, presentations when required.
• Identify technology risks and how to mitigate or control using service management practices
• Analyse consumer needs, current market trends, and potential partnerships.
• Determine product requirements and develop demands, enhancements or defects to ensure product alignment with processes.
• Work closely with Product Owners to deliver product requirements. 2 BHP Internal
• Own and assess the data and improve data quality.
• Join the team of Change Managers to facilitate Change Advisory Board.
• Contribute to overall success of Service Operations and Management team.

About You
As the successful candidate, you will possess the following:

• Process Analysis skills: Analyses process improvement data, defines the scope and ownership of processes and uses modelling tools to develop accurate process models.
• Problem Solving skills: Identifies problems and develops meaningful problem statements. Determines the underlying cause of problems and evaluates multiple solutions to ensure a planned and structured approach to solving complex problems.
• Written Communication skills: Plans, structures and develops technical and non-technical documents that are clear to all audience groups and deliver clear problem statement, conclusions, options, and recommendations.
• Stakeholder Management: Identifies, engages and manages a range of diverse internal and external stakeholders.
• Presentation and Facilitation: Designs presentations and trainings. Conducts presentations and facilitates workshops using storytelling to connect, influence and engage the audience.
• Information Analysis & Interpretation: Sources data and information, plans and conducts analyses to support evidence-based decision making.
• Experienced in writing standards, policies, procedures, user guides.
• Ability to articulate concepts and communicate with both technical and nontechnical audiences.
• Working knowledge of ServiceNow, its products and its data structure.
• Familiarity with Agile methodologies and Agile ways of working.
• Demonstrated prior experience in Transition to Operations or Operational Readiness will be highly desirable.
• Expertise with Service Management preferably in large organisations will be highly desirable.
• Familiarity with Risk Management frameworks and methodologies would be desirable.
• ITIL certification/s will be desirable

About Our Process
At BHP, we are committed to employing individuals who align with the BHP Charter Values and meet the requirements of the role. As part of the recruitment process, there are a number of checks which may be conducted to demonstrate applicants suitability for a role including police / criminal background checks, medical, drug and alcohol testing, due diligence checks, right to work checks, and/or reference checks.

If you are already employed directly by BHP, please log in using your BHP email address or apply via our internal jobs portal.
Supporting a Diverse Workforce
The size, stability and magnitude of our business not only provides significant opportunity for professional development, but also attractive salary packages with performance-based bonuses and a best-in-class employee share program. We know there are many aspects of our employees' lives that are important, and work is only one of these, so we offer benefits to enable your work to fit with your life. These benefits include flexible working options, a generous paid parental leave policy, other extended leave entitlements and parent rooms.

At BHP, we know that we are strengthened by diversity. We are an Equal Opportunity employer that is committed to making BHP a safe and inclusive workplace where everyone can thrive and be at their best every day. We are focused on creating a workforce that's more diverse and represents the communities where we work and live. providing a work environment in which everyone is included, treated fairly and with respect. We are an Equal Opportunity employer and recognise that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity.

BHP is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have a disability, we know that it may be helpful for us to adjust our process to make it equitable for your individual situation. If you would like to reach out to someone about your situation and our recruitment process, please email us at

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