Head Of Service Delivery

Head Of Service Delivery

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.

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 in 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

• 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.

Service Operations & Support

• 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.

Governance & Compliance

• 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.

Business Engagement & Stakeholder Management

• 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 - Ensure the business needs and priorities are clearly understood and supported.

Continuous Improvement & Strategy

• 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.

Skills, Knowledge and Expertise

Essential

• 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).

Behaviours

• Committed to the company's vision.
• Exudes credibility and initiative.
• Values ongoing development and promotes a mindset geared toward growth.
• Capable of managing ambiguity and competing priorities.
• Challenges norms with a forward-thinking mindset.
• Skilled, motivated, and culturally aware.

Leadership Mindset – Our Non-Negotiables

We are…

• Lifelong learners – we learn, always: Curiosity is our superpower. We grow through reflection, feedback, and a hunger to improve.
• Safe, not soft – we lead with courage and care: We foster psychological safety without lowering the bar. We challenge, support, and hold each other to high standards.
• Accountable to our word – we do what we say: Our promises are not just intentions – they're commitments. We act with integrity, even when no one is watching.
• Empowered voices – we speak up and listen deeply: Everyone has a voice here. We value diverse perspectives and honest conversations that move us forward.
• Intentional and structured – We move with purpose: We think clearly, plan deliberately, and execute with discipline. Structure gives our ideas power.
• Agile and decisive – we act fast and smart: We adapt quickly, make clear decisions, and move forward with confidence, knowing progress favours the bold.
• WOW makers – we create magic, together: We push boundaries, dream big, and co-create extraordinary experiences through digital innovation.
• Better than yesterday – progress is personal: Grow every day. I reflect, improve, and raise my bar – because excellence begins with me.

Underpinned by…

• The Exponential Mindset - How we think shapes how we work: We operate with an exponential mindset – bold, curious, and 10X-driven.

About Twinings Ovaltine

Twinings has become one of the world's most renowned tea companies over its 300-year history because we never stop learning, never stop experimenting and never stop inventing. We take pride in our tea from bud to cup and have been working with some of our tea estates around the world since the early 18th Century.

More than 300 years later, the love of tea is still here - and so are we! We still sell tea from Thomas's shop, and we still work hard to bring the