Head of Service Delivery

Overview

Department : BizTX

Employment Type : Permanent - Full Time

Location : South Africa

BizTX : Co-Creating WOW Through Digital Innovation

It’s an exciting time to be part of BizTX at Twinings Ovaltine. At the heart of this iconic brand, we’re on a mission to drive exponential growth and productivity through cutting-edge technology to transform the business globally.

We’re not here to simply provide IT services. We’re technology leaders and strategic partners, co-creating innovative solutions that help the business run, grow, and transform. Everything we do is guided by our commitment to ‘WOW’ our consumers, customers and colleagues. WOW experiences, WOW solutions, and WOW impact.

Our people think differently. We have an exponential mindset that helps us push boundaries and shape what’s next. The future at Twinings Ovaltine is full of possibility and we’d love you to be a part of it.

ROLE PURPOSE

The Head of Service Delivery is responsible for ensuring the effective and efficient delivery of IT services across the SAP S / 4HANA landscape and associated applications. This role will oversee the Service Delivery function, embedding ITIL-based service management processes, managing support and operations teams, ensuring high levels of availability and performance, and driving continual service improvement.

Twinings Ovaltine is investing heavily technology driven transformation. We are part way through our SAP S / 4Hana Transformation Programme and have several other major business transformation programmes in early phases of development. We are also in the process of merging our locally run IT teams into a single global IT function called BizTx.

We need a capable and experienced Service Delivery professional to develop and lead our internal support team, covering SAP and a growing list of other enterprise applications. Much of our service delivery capability is currently outsourced, and we are seeking a leader who has experience of managing both internal and 3rd party teams and can help merge these teams into a single working unit that delivers world-class support to our business community.

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. We need a leader who is willing and able to drive real transformation in this space.

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

Key Responsibilities

• Service Delivery Leadership – 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.

Team Management & Leadership

Service Operations & Support

Governance & Compliance

Business Engagement & Stakeholder Management

Continuous Improvement & Strategy

Skills, Knowledge and Expertise

Essential

Desirable

Behaviours

Leadership Mindset – Our Non-Negotiables

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