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Introduction Harmony Gold Mine is seeking an experienced, operationally focused Service Operations Support Manager to provide integrated leadership across our Group Technology division. This critical role provides multi-site oversight and holds the authority to enforce uniform service governance across all Harmony operations. The successful candidate will actively manage the daily delivery of IT and OT services, lead major incident escalations affecting business continuity, and ensure both internal support teams and external vendors deliver safe, highly reliable, and consistent results aligned with organizational risk standards. Minimum Requirements Applicants must fulfill the following criteria to be considered for this position: Education: Bachelor's degree in Information Technology or a related field (NQF 7). Experience: 8–12 years of hands-on experience in IT Service Delivery and Operations Support. Management Background: 3–5 years of experience operating in a supervisory or managerial role. Industry Frameworks: Strong, proven background in ITIL methodologies and operational service management, with documented experience working in operational or industrial environments. Compliance & Fitness: Must possess a valid Certificate of Fitness and a valid Driver's License. Health & Safety Commitment: A deep understanding of and commitment to safety accountability as dictated by the Mine Health and Safety Act. Advantageous Attributes: Formal ITIL Certification at an Intermediate level or higher; direct experience within mining or heavy industry sectors; specialized exposure to OT / plant technology environments; and proven vendor and contract management experience. Job Description Summary The Service Operations Support Manager enforces daily multi-site control, operational governance, and financial responsibility across all technology services. Key responsibilities include: Multi-Site Operations Control: Overseeing day-to-day IT/OT service delivery across all operational sites to ensure process consistency, minimize system downtime, and maintain infrastructure stability. Incident & Escalation Leadership: Acting as the primary escalation point for severe technical disruptions; leading major incident responses, activating containment protocols, and managing root cause analyses to reduce recurring issues. Vendor & Contract Management: Managing operational vendors and outsourced partners, holding them financially and operationally accountable to SLAs, and participating in routine performance reviews and contract renewals. Financial & Budget Management: Assuming accountability for operational support budgets at the site level, forecasting expenditures, and identifying cost-saving opportunities without compromising safety or quality. Stakeholder Engagement: Partnering closely with Mine Managers and operational leadership teams; serving as a trusted technology adviser, and translating complex IT/OT issues into business and production impact metrics. People & Capability Management: Leading, coaching, and managing performance feedback for technical support teams using structured objectives while planning resource coverage and succession readiness. Governance & Safety: Implementing governance frameworks to remain audit-ready with strict service documentation while enforcing safety-first behaviors to achieve zero harm and zero technology-related production incidents under the Mine Health and Safety Act.
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