2 weeks ago
16
Job Details
Division
Information Technology Shared Services
Minimum experience
Mid-Senior
Company primary industry
FMCG
Job functional area
Information Technology
Job Description
Our AVI IT Shared Services Division is the backbone of AVI’s operational efficiency. As a proud SAP house, we utilise world-class ERP solutions to streamline operations and ensure seamless integration of technology across our businesses. The team is dedicated to maintaining robust systems and infrastructure, driving automation, improving processes, and safeguarding cybersecurity. By leveraging SAP and other cutting-edge tools, IT empowers our teams to work smarter, innovate, and deliver exceptional results.
AVI IT Shared Services is seeking a seasoned Service Delivery leader to take accountability for the performance, stability and credibility of the enterprise Service Desk environment.
This is a senior operational leadership role, responsible for shaping how IT service delivery is experienced across the business. The role reports into the Infrastructure Executive and operates as the central authority for Service Desk performance, escalation management and service governance.
Key Areas of Impact
Lead the Service Desk, Service Engineering and Authorisations teams, ensuring:
Full ownership of major incidents and escalations
SLA governance across internal and third-party support teams
Structured reporting of service performance and operational risk
Early identification of recurring issues and exposure areas
Ongoing refinement of processes, controls and service standards
This role requires someone who can engage constructively with technical executives, represent Service Delivery with credibility, and translate technical risk into business impact.
Beyond Operational Management
Strengthen governance and operational accountability
Embed measurable service discipline
Build leadership capability beneath you in line with succession planning
Elevate the standing of IT Service Delivery within the Group
Drive the evolution from reactive support to structured service management
What Success Looks Like
Escalations are owned and closed with clarity and accountability
Service risk is visible and managed proactively
The business experiences consistency and reliability
Second-line leaders are developed and succession-ready
Service standards are defensible, measured and sustainable
What It Takes to Succeed:
Experience that set you up for success:
10–15 years managing multi-disciplinary IT technical teams
8+ years leading a Service Desk or contact centre environment
Proven management of third-party IT service providers
Strong exposure to enterprise client hardware, operating systems and SAP environments
Advanced understanding of IT Service Management frameworks (ITIL Managing Professional preferred)
Qualifications & Certifications that will contribute to your success:
Minimum:
MDP (Management Development Programme)
Diploma in Information Technology or Computer Science
ITIL Foundations
Advantageous:
SMDP (Senior Management Development Programme)
Tertiary Degree or Diploma in Information Technology or Computer Science
ITIL Managing Professional or Strategic Leader
As a Leader you are:
Calm and decisive under pressure
Structured and analytical in your approach
Comfortable engaging at senior management level
Firm but fair in holding teams accountable
Intentional about developing future leaders
Why Join Our Shared Services Team?
Enterprise Impact: Support and strengthen the operational backbone of industry-leading brands, ensuring service reliability at scale.
Accountability with Authority: Operate in an environment that values ownership, structure and disciplined delivery.
Collaborative Strength: Work alongside experienced professionals across technical and business functions, where credibility is built through performance.
Leadership Legacy: Shape a high-performing Service Desk function and develop the next generation of leaders within IT Service Delivery.
Take the Next Step
AVI Shared Services is built on consistency, resilience and continuous improvement. This role offers the opportunity to lead from the front to stabilise, strengthen and elevate enterprise service delivery while building capability beneath you.
If you are an experienced Service Delivery leader who values structure, thrives under accountability, and is ready to shape a function rather than simply manage it, we invite you to apply. Step into a role where delivery matters and leadership leaves a legacy.
Important:
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