Chief SAP Service Delivery & Client Experience

K5 Business; Durban; Hybrid; ZAR 1,800,000 - 2,400,000; Full time

Job summary

K5 Business seeks a Head of Service Delivery for SAP consulting, based in Durban with remote work and monthly onsite client visits. You will own end-to-end service delivery, shaping how services are delivered, experienced, and evolved to maximize client value.

This senior role requires a solution-first mindset, strong judgement under pressure, and the ability to protect client relationships and consulting teams while driving sustainability and growth.

Qualifications

• Experience in SAP consulting services is strongly preferred.
• Strong understanding of support models, SLAs, and service governance.
• Experience managing senior client stakeholders.
• Exposure to account growth or business development activities.
• Project management experience is advantageous.

Responsibilities

• Take full accountability for service delivery outcomes across all clients.
• Build a deep understanding of each client's business, priorities, and pressures.
• Read between the lines of client communication to anticipate concerns before they escalation.
• Act as a senior escalation point and manage difficult conversations with confidence and professionalism.
• Ensure clients consistently feel heard, supported, and valued.
• Own service delivery standards, processes, SLAs, and ways of working.
• Provide clear visibility of service health, risks, and trends to leadership.
• Proactively identify delivery or capacity constraints before they impact clients.
• Escalate constraints early with clear context, options, risks, and recommendations.
• Balance short-term delivery pressure with long-term client trust and commercial sustainability.
• Drive proactive resolution of client-facing issues and prevent escalations.
• Ensure clear visibility of open tickets, risks, and next steps.
• Identify opportunities to add value through advisory engagement.
• Help clients understand how we can solve additional problems and expand involvement.
• Work closely with leadership to convert strong service delivery into long-term partnerships.

Skills

Communication skills

Emotional intelligence

Client-facing

Ownership

Problem solving

Strategic thinking

Commercial awareness

Empathy

Education

IT or Business degree

Tools

SAP

Job description

K5 Business seeks a Head of Service Delivery for SAP consulting, based in Durban with remote work and monthly onsite client visits. You will own end-to-end service delivery, shaping how services are delivered, experienced, and evolved to maximize client value.

This senior role requires a solution-first mindset, strong judgement under pressure, and the ability to protect client relationships and consulting teams while driving sustainability and growth.