Head of Service Delivery

**Description**:

- Great People Work Here_

**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**

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 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.

**Key Responsibilities**:
**Service Delivery Leadership**
- 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 se