Head Of Service Delivery

Twinings; Cape Town; Hybrid; ZAR 80 000 - 120 000; Full time

Job summary

A global consumer goods company based in Cape Town is looking for a leader to manage IT service delivery for SAP S/4HANA. The ideal candidate will have extensive experience in service management, proven leadership abilities, and strong stakeholder engagement skills. The role offers the flexibility of hybrid work and requires occasional travel within South Africa and internationally. If you're passionate about driving transformation in IT, we want to hear from you.

Qualifications

• Proven experience leading service delivery or support functions in an IT organisation.
• Effective knowledge of SAP S/4HANA architecture and modules.
• Hands-on experience embedding ITIL‑based service management processes.
• Excellent leadership and stakeholder management skills.

Responsibilities

• Own and lead the end‑to‑end IT service delivery for SAP S/4HANA.
• Define and manage SLAs and KPIs with business stakeholders.
• Lead, coach, and develop the SAP support team.
• Ensure effective management of day‑to‑day support operations.

Skills

Leadership skills

Stakeholder management

Problem-solving

Communication skills

Service delivery management

Education

SAP or ITIL certifications

Tools

SAP S/4HANA

ITIL frameworks

Job description

Key Responsibilities

• Own and lead the end‑to‑end IT service delivery for SAP S/4HANA and integrated applications.
• Establish, embed, and mature ITIL‑aligned service management processes (Incident, Problem, Change, Service Request, Knowledge, Release).
• Define and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) with business stakeholders and IT partners.
• Use creative thinking and new tooling capabilities to develop and implement a continual service improvement plan to enhance stability, efficiency, and customer experience.
• Lead, coach, and develop the SAP support team (primarily functional resources) ensuring high levels of motivation, accountability, and performance.
• Ensure effective working relationships with the Basis & Development resources working in the Platforms Centre of Excellence to provide a seamless support experience for our business users.
• Build a customer‑focused culture within the team, ensuring proactive engagement with the business.
• Define clear roles, responsibilities, and career development paths for team members.
• Ensure effective management of day‑to‑day support operations, including incident triage, root cause analysis, and problem resolution.
• Coordinate with third‑party vendors and managed service providers, ensuring contractual obligations and service levels are met.
• Implement effective knowledge management practices to enable first‑time fix and reduce recurring issues.
• Ensure compliance with audit, risk, and regulatory requirements, e.g. data protection (GDPR).
• Drive adherence to security and access management standards across SAP S/4HANA and integrated systems.
• Provide clear service reporting to senior IT and business stakeholders.
• Act as the primary point of contact for service delivery performance with business stakeholders.
• Proactively engage with business leaders to understand needs and manage expectations.
• Communicate effectively across all levels of the organisation, from end‑users to executive leadership.
• Act as the key representative for our business community within BizTx decision‑making forums, ensuring the business needs and priorities are clearly understood and supported.
• Lead initiatives to adopt new tools, methodologies, and innovations to improve service excellence.
• Identify opportunities to optimise SAP operations and reduce cost of ownership through automation, process efficiency, and vendor leverage.
• Partner with the Enterprise Applications leadership team to align service delivery with the broader SAP roadmap and transformation strategy.

Qualifications

• Proven experience leading service delivery or support functions in an IT organisation (preferably SAP‑focused).
• Effective knowledge of SAP S/4HANA architecture, modules, and integration points.
• Hands‑on experience embedding and running ITIL‑based service management processes.
• Demonstrated track record of managing teams and third‑party vendors in a complex enterprise environment.
• Excellent leadership, stakeholder management, and communication skills.
• Effective problem‑solving and decision‑making skills with a focus on business outcomes.
• Desirable SAP or ITIL certifications (e.g., ITIL, SAP ALM, SAP Activate, etc.).
• Experience with managed service contracts and vendor negotiations.
• Familiarity with cloud‑based SAP deployments (RISE with SAP, hyperscaler platforms).
• Knowledge of regulated environments (e.g., CPG, Pharma, Manufacturing).

The role is ideally a Cape Town based role; however, Hybrid / Remote working may be considered for the right candidate. Regular, infrequent travel will be required, both within South Africa and internationally.

We need a leader who is willing and able to drive real transformation in this space. We are committed to creating a support capability that uses AI and new thinking to challenge the status quo on what is possible in terms of tooling, efficiency and end‑user experience.

Experience with managed service contracts and vendor negotiations. Familiarity with cloud-based SAP deployments (RISE with SAP, hyperscaler platforms).

Knowledge of regulated environments (e.g., CPG, Pharma, Manufacturing).

If you are lifelong learner, thrive on curiosity, lead with courage and care, and fulfil the leadership mindset above, we would love to hear from you.