The posting
We are looking for an exceptional Head of Service Delivery to take full ownership of end‑to‑end service delivery across our SAP consulting business.
This is a senior leadership role for someone who is deeply client‑centric, commercially astute, and passionate about delivering services that clients genuinely value. You will shape how our services are delivered, experienced, and evolved — ensuring that clients feel understood, supported, and confident that we are acting in their best interests at all times.
This role is not about saying no when things get difficult. It requires a solution‑first mindset, strong judgement under pressure, and the ability to navigate constraints creatively while protecting both client relationships and the sustainability of our consulting teams.
While Durban based is preferable, the role is remote while requiring monthly onsite client visits, which may require travel.
What You'll Be Responsible For
Client Experience & Service Leadership
- 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 escalate.
- Act as a senior escalation point and manage difficult conversations with confidence and professionalism.
- Ensure clients consistently feel heard, supported, and valued.
Service Delivery Ownership & Governance
- Own service delivery standards, processes, SLAs, and ways of working.
- Ensure that no client issue or request is declined without first exploring alternatives, options, or escalation.
- Take ownership when things go wrong, focusing on resolution, recovery, and continuous improvement.
- Provide clear visibility of service health, risks, and trends to leadership.
Capacity Management & Decision‑Making
- Proactively identify delivery, skills, 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.
- Avoid unilateral decisions that could negatively impact client relationships.
Ticketing, Support & Operational Oversight
- Oversee and monitor multiple ticketing systems (internal and client‑specific).
- Ensure timely responses, effective communication, and SLA adherence.
- Ensure appropriate support coverage across time zones.
- While operational execution may be delegated over time, accountability for outcomes remains with you.
Consultant Support & Enablement
- Protect and support consultants, ensuring they are treated fairly and professionally by clients.
- Intervene where client behaviour places undue pressure on consultants.
- Drive proactive resolution of client‑facing issues and prevent escalations.
- Ensure clear visibility of open tickets, risks, and next steps.
Advisory & Business Growth Enablement
- Identify opportunities to add further value to clients through advisory engagement.
- Help clients understand how we can solve additional problems and expand our involvement.
- Support consultants in adopting an advisory mindset and contributing improvement ideas.
- Work closely with leadership to convert strong service delivery into long‑term partnerships and additional work.
What We're Looking For
Skills & Attributes
- Exceptional written and verbal communication skills
- High emotional intelligence and interpersonal maturity
- Strong client-facing maturity and professional presence
- Strong sense of ownership and accountability
- Calm, diplomatic, and solution‑focused under pressure
- Commercially aware and client‑centric
- Empathetic toward both clients and consultants
- Able to think ahead and anticipate issues rather than react to them
- Comfortable navigating constraints creatively and constructively
- High attention to detail with a structured, logical mindset
Experience & Qualifications
- Proven experience in a senior service delivery, client engagement, or account leadership role
- 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
- Tertiary qualification in IT, Business, or a related field is preferred
What Success Looks Like in This Role
- Clients feel confident, supported, and eager to work with us
- Issues are addressed before they escalate
- Consultants feel protected, supported, and empowered
- Service delivery builds trust, loyalty, and long‑term partnerships
- Clients experience thoughtful options and ownership — never a flat no
- Service delivery operates predictably and sustainably, with the right structures in place
Why Join Us?
- Work in a senior, influential role with real impact on clients and the business
- Be trusted to shape how services are delivered, not just managed
- Partner with clients at a strategic level, not just operationally
- Join a business that values accountability, professionalism, and long-term relationships
