Head IT Applications

Roles and Responsibilities :

Functional Responsibilities 

• Own and govern the Non-ERP application landscape including CRM (Salesforce), Integration (MuleSoft), HRMS, Jewellery specific Retail Management Systems, Omnichannel/D2C platforms and allied systems.    
• Act as the primary point of contact for clients and stakeholders, providing regular updates on project status, addressing concerns, and managing expectations. 
•  Develop detailed project plans, timelines, and resource allocation strategies to ensure timely and successful project delivery. 
•  Manage project budgets, track expenses, and provide accurate financial reporting to stakeholders.
• Identify potential risks and issues that could impact project timelines or quality and proactively develop mitigation strategies. 
•  Conduct regular project status meetings, reviews, and retrospectives to ensure effective communication and continuous improvement. 
•  Lead end-to-end delivery of projects, including project planning, execution, monitoring, and closure. 
•  Organizes and monitors current activity so that the team meet Service Level Agreements (SLAs) and follow the agreed processes. 
•  Drives and promotes the identification and implementation of best practice across the team. Guides and supports colleagues in what is relevant and applicable for the domain or Business Area.
• Would drive product roadmaps and adoption. 
•  Engage and manage contract resources and vendors as required to deliver projects. 
•  Excellent working experience on agile, project management and commercial applications.
• Understanding of IT Ops (Infra Management, Infosec, Ticketing systems, Budgeting, Change management etc.) 
•  Coordinate with internal teams to deliver common goals. Maintain comprehensive documentation of project requirements, designs, implementation details, and testing procedures.
• Lead Salesforce platform (Sales Cloud, Service Cloud, Marketing Cloud as applicable) strategy, customization, and rollout 
•  Govern Salesforce user adoption, license management, and performance optimization 
•  Manage certified Salesforce developers/admins within the team or vendor ecosystem 

 Team Leadership and Governance

• Lead and mentor a team of application analysts, developers, and business analysts 
•  Define KPIs, conduct performance reviews, and build team capability 
•  Govern project delivery using Agile/Waterfall methodologies as appropriate 
•  Manage change request processes, UAT, and go-live governance 
•  Foster a culture of collaboration, innovation, and continuous learning within the project team. 

 Stakeholder & Vendor Management

•  Act as the single point of contact for business heads on Non-ERP application matters 
•  Manage SLAs, contracts, and escalations with application vendors and system integrators 
•  Evaluate and onboard new application vendors through structured RFP/RFQ processes 

 Digital & Innovation Initiatives

• Drive digital transformation initiatives — D2C platforms, customer analytics, mobile applications
• Evaluate emerging technologies (AI/ML, analytics tools) for retail and jewellery use cases 
•  Support data strategy by ensuring clean, integrated data flows from all non-ERP systems