Superintendent Asset Operations ICT

POSITION: Superintendent: Asset Ops ICT

LOCATION: South Africa

JOB GRADING: D Lower

Role Details

Gold Fields is seeking a Superintendent Asset Ops ICT to lead the delivery, governance and continuous improvement of the organisation's IT Service Management (ITSM) ecosystem. Reporting to the Manager Service Operations, the successful candidate will be responsible for ensuring the performance, stability and resilience of core infrastructure and communications services across the business. The role provides leadership and oversight of ICT service delivery functions, including Service Desk, Infrastructure and Communications support teams, while ensuring effective incident, problem, change, asset and service level management practices. The Superintendent Asset Ops ICT will work closely with internal stakeholders, outsourced service providers and technology partners to support operational continuity, service excellence and the evolving technology needs of Gold Fields' global operations.

About the role:

• Develop, deploy, and maintain core ITSM processes (Incident, Problem, Change, Request, and Asset Management) aligned with ITIL best practices.
• Direct accountability for the Service Desk, Site Coordinators, Senior Infrastructure and Senior Communications personnel, covering all levels of support.
• Align senior technical resources with project delivery goals and operational support demands, minimizing bottlenecks in high-tier escalations.
• Act as an escalation point for critical (P1/P2) infrastructure, server, and network outages.
• Manage changes to the ICT environment, such as software updates, hardware replacements, or configuration changes, in a controlled manner to minimize risk and disruption to mining operations.
• Define, agree upon, and manage the levels of ICT service delivery in accordance with Service Level Agreements (SLAs) to ensure that ICT services meet the needs and expectations of the business and its users.
• Ensure that ICT services and infrastructure are robust and resilient, with plans in place for disaster recovery and business continuity to guarantee availability and minimize downtime in case of failures or disasters.
• Monitor and manage the performance and capacity of ICT systems to ensure they can adequately meet current and future demands of the mining operations, optimizing resources for efficiency and scalability.
• Provide end-user support through helpdesk services to resolve user issues and offer training on ICT tools and best practices to enhance productivity and minimize user-related incidents.
• Keep an accurate inventory of ICT assets and manage the configuration of these assets throughout their lifecycle to support other service management processes.
• Manage the Gold Fields ICT outsource partners and associated contracts to best serve the operating assets.
• Manage IT Financials to maintain the targets set by the Office of the CIO.