POSITION: Specialist ITSM

LOCATION: South Africa

JOB GRADING: C Upper

Role Details

Gold Fields is seeking a Specialist ITSM to lead IT Service Management (ITSM) at a Group level and drive the effective delivery and continuous improvement of ICT services across the organisation. Reporting to the Manager Service Operations, the successful candidate will be responsible for governing and optimising incident, problem, change, request and service level management processes to support operational excellence across Gold Fields' global operations. The role serves as the internal owner for ITSM governance, ensuring the effective management of ServiceNow processes and configuration controls, while driving continual service improvement initiatives, service performance, change governance and cross-functional stakeholder engagement. The successful candidate will work closely with internal teams, managed service providers and technology partners to enhance service quality, minimise operational risk and ensure ICT services continue to meet business needs.

About the role:

• Lead the incident and problem management processes, ensuring rapid resolution and root-cause analysis to minimise business impact and escalation management (communications, restoration, etc.), as per ITIL standards.
• Manage IT change and release governance processes, including Standard, Normal, and Emergency change streams, to minimise service risk and operational disruption, and provide required governance in alignment with the ITIL v4 Change Enablement Framework.
• Approve high-risk change enablement workflows and conduct Post-Implementation Reviews (PIRs) for all critical Normal and Emergency changes, examining root-cause data, refining fallback scripts, and updating the knowledge management catalogue.
• Set and monitor service levels through effective Service Level Agreements (SLAs), producing regular ITSM performance dashboards covering incident, request, change, and problem volumes and SLA adherence.
• Ensure the ServiceNow CMDB remains accurate and current; perform periodic CMDB reconciliation against discovery and asset data and ensure all change tickets link to their corresponding Configuration Items.
• Drive Continual Service Improvement (CSI) initiatives across the service operations function, identifying process gaps and automation opportunities within ServiceNow.
• Supervise helpdesk and user support services, embedding a user-focused service culture for effective problem management (RCA, KEDB, optimisation).
• Coordinate Change Advisory Board (CAB) reporting and chair relevant change governance forums.
• Oversee the development and delivery of ICT user training to build digital capability and reduce user-generated incidents.
• Ensure ICT systems and data remain protected through robust security, access control, change and release governance, and compliance measures.
• Liaise with Group Technical Services (OT Field Team) to ensure all changes intersecting with mine-site operational technology (SCADA, PLCs, plant networks) are properly governed through IT-OT separation gateways.