Service Delivery Manager


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Job Description

Reporting to the Senior Manager Innovation & CoP, you will be entrusted with the following responsibilities Community of Practice (CoP) Design the vision, purpose, and cadence of the Change, Incident and Problem Management CoP Champion and drive domain-specific and digitally inspired best practices, guidelines, knowledge and lessons learned for change resources to draw on to deliver a high level of performance and standards across product delivery. Promote collaboration and innovation, and development of domain-specific skills within and by extension of the CoP Active engagement, cross-teaming and socializing with talented leaders across CS&D to advocate, celebrate and drive the impact and growth of the Change Incident and Problem Management CoP Accountable for overseeing and supporting change activity across Commercial Digital and more broadly, assisting the wider organisation (including Commercial) to lead and embed change as required. Accountable to manage the change resources (internal and external resources) including performance management, capacity planning and coordination of resources to address demand (in collaboration with the PMO). Accountable for overseeing the engagement and relationship between CS&D and Rio Tinto IT business.
Our client is a global leader in next-generation digital services and consulting. They enable clients in 46 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, they expertly steer their clients through the many next of their digital journey. They do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. They also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Their always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise and ideas from their innovation ecosystem.
We're looking for an experienced Service Delivery Manager to be accountable for overseeing all change activity, change resources across Commercial Digital and managing the incident and problem management, as well as managing integration between Commercial Digital and IS&T.
Responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record, and resolve problems; and avoid incidents Respond to incidents when they occur and take any necessary steps to restore service and return the business to normal operations as quickly as possible. Manage a major incident and to facilitate data collection and analysis, leading to a long-term fix for the issue. In short managing the life cycle of underlying Problems. Ensuring resources are aligned with the highest-value opportunities

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