ITIL Service Management Lead

3 weeks ago

Osborne Park, Australia Mineral Resources Full time

MinRes can offer you

  • ASX 200 Company - A dynamic global leader with cutting edge innovation
  • We invest in your career, with a focus on leadership, upskilling, training and development programs
  • Live Your Best Life  Our benefits offer you access to deals, support and discounts to help you unlock the important things in Life – Health, Family, Recreation and Your Future with MinRes

APPLY NOW to join the MinRes Family, a Company on the Move

The Opportunity

Mineral Resources is seeking  ITIL Service Management Lead to join our IT Operations team. You will be responsible for leading and managing the Major Incident and Change Management functions within the IT Service Management framework.

A key component of the role is to ensure major incidents are effectively managed to restore service operations as quickly as possible, minimising impact on business operations. Additionally, the role focuses on overseeing the change management process, ensuring that changes are implemented in a controlled and efficient manner with minimal risk to business operations

This position reports directly to IT Operations Manager and be based at our MinRe HQ office in Osborne Park.

Key Responsibilities

  • Lead, develop and implement best practice Service Management policies, procedures, processes and standards for Digital Technology Operations with focus on continuous improvements.
  • Ensure root cause analysis and incident trend analysis is conducted to prevent the recurrence of major incidents.
  • Lead Major Incident Management processes and coordinate with cross-functional teams to facilitate timely resolution.
  • Act as the point of contact for incident escalation and manage communication to stakeholders during major incidents
  • Develop and implement tools and systems for tracking incidents and reporting on incident management KPIs.
  • Oversee the change management process, ensuring all IT changes are logged, assessed, and approved through a controlled process.
  • Chair Change Advisory Board (CAB) meetings to evaluate and approve/reject proposed changes based on risk and impact assessments.
  • Implement automated workflows for change requests to enhance efficiency and reduce manual processing errors..
  • Monitor and report on change success rates and service disruptions caused by changes, implementing continual improvements.
  • Implement post-change reviews to ensure change outcomes meet objectives and identify areas of improvement.
  • Drive initiatives for operational efficiencies, including process automation, improved collaboration, and reduction in downtime or disruption caused by incidents or changes.
  • Promote the use of ITIL best practices and champion process improvement activities across the organisation.

What is Required

  • Relevant Tertiary Information Technology Qualificaition or Industry Certification
  • Background knowledge in ITIL Service Management ISO / IEC 20000-1
  • Experience and hands-on experience in ITIL based Incident and Change Management roles within large complex organisations
  • Proven track record in implementing and managing ITIL Processes
  • Strong experience in using and configuring ITSM tools such as ServiceNow or equivalent
  • Strong communication and stakeholder engagement during high pressure situations such as critical incidents.
  • Experience in managing stakeholders’ expectations and presenting incident status and change impacts to senior leadership.
  • ITIL Certification is must and knowledge of other ITSM frameworks or methodologies such as COBIT or Lean IT is a plus
  • Strong problem-solving skills and a passion for technology.
  • Excellent team collaboration abilities.

About Mineral Resources

MinRes is a leading diversified resources company with extensive operations in lithium, iron ore, energy and mining services across Western Australia. With a focus on people and innovation, MinRes has become one of the ASX’s best-performing companies since listing in 2006.

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