Service Delivery Coordinator

SUMMARY:
Service Delivery Coordinator

POSITION INFO:
Introduction Harmony Gold Mine is looking for an agile and highly collaborative Service Delivery Coordinator to join our Group Technology division. Operating as the single regional point of contact, this critical position bridges the gap between enterprise architecture, operational teams, and third-party partners. The successful candidate will spearhead the local execution, monitoring, and transformation of comprehensive technology services, acting as a crucial escalation point to maintain operational continuity and exceptional service delivery standards across multiple functional streams. Minimum Requirements Applicants must satisfy the following criteria to be considered for this position: Education: Bachelor's degree in Information Technology, Computer Science, or a related field (NQF 7). Experience: 7-10 years of progressive experience within a dedicated Service Delivery environment. Core Competencies: Solid understanding of the ITIL framework and core service management principles alongside proven experience in project coordination or specialized service delivery roles. Interpersonal Skills: Exceptional communication and stakeholder management skills with a demonstrated ability to manage multiple high-priority tasks under pressure. Sourcing Environment: Practical experience working alongside vendors and outsourced technical service providers. Health & Safety Compliance: A strict personal commitment to safety protocols and procedural guidelines in accordance with the Mine Health and Safety Act. Preferred Attributes: Formal ITIL certification (Foundation or higher); hands-on experience using modern service management platforms (such as ServiceNow or Service Desk +); and familiarity with operational environments within the mining or heavy industry sectors. Job Description Summary The Service Delivery Coordinator serves as the Single Point of Contact (SPOC) for designated operational regions to ensure the seamless coordination, monitoring, and governance of all Group Technology services. Key responsibilities include: Service Coordination: Monitoring regional technical delivery across multiple key streams, including Networks, Servers, End-User Computing (EUC), Unified Communications (UC), ITSM, applications, and infrastructure software. Escalation & Issue Resolution: Acting as the primary first escalation point for localized operational service disruptions, ensuring rapid resolution, accurate tracking, and clear stakeholder communication. Vendor & SLA Management: Collaborating closely with internal GT leads, vendors, and outsourced service partners to enforce strict compliance with contractual SLAs and OLAs. Project & Transition Support: Facilitating smooth regional service transitions, risk impact assessments, and overall project execution in alignment with corporate operational goals. Performance Reporting & Compliance: Conducting routine metric analysis, dashboard tracking, and maintaining comprehensive service records for internal and external audit compliance. Continuous Improvement: Participating actively in service review meetings, driving technical best practices, performing root-cause analysis, and optimizing cross-functional workflow efficiencies. Financial Oversight: Conducting annual budget reviews and performing diligent monthly expenditure monitoring within the assigned area of responsibility to keep costs well-contained. Health and Safety: Adhering strictly to health and safety management systems, identifying workplace hazards, and taking immediate preventative actions to achieve zero harm.