Role (Why position exists):

Will be responsible for leading IT Operations and PMO functions to ensure stable, scalable, and high-performing technology ecosystem across retail operations. The role focuses on driving operational excellence, ensuring high availability of business applications, and delivering IT projects through strong governance, structured execution, and alignment with business priorities.

Primary Responsibilities:

TECH OPERATIONS:

Oversee and ensure high availability of core business applications, LOB applications, and cloud ecosystem
Lead IT Application Support, Service Desk, and Retail IT Operations teams across locations
Define and implement technical runbooks, SOPs, and standardized incident and problem management processes
Monitor system performance, uptime, incidents, and service delivery metrics to ensure operational excellence
Drive root cause analysis and continuous service improvement initiatives
Align technical roadmap with business priorities in collaboration with cross-functional stakeholders
Manage external vendors, implementation partners, and IT service providers

PMO:

Oversee end-to-end IT project execution across retail technology programs
Establish project governance framework, methodology, standards, and KPIs for project delivery
Drive project planning, tracking, budgeting, risk management, and dependency management
Act as a liaison between business, IT teams, and technology partners for smooth execution
Publish weekly, fortnightly, and monthly dashboards covering project progress, risks, roadblocks, and mitigation plans
Ensure timely delivery of projects within defined scope, cost, and quality
Drive standardization of project management practices across the IT function

Required Skills:

Strong experience in Retail IT operations and large-scale retail technology implementations
Expertise in PMO governance, project management, and IT service management
Strong understanding of ERP, POS, cloud platforms, and retail application ecosystem
Strong stakeholder management and vendor management capabilities
Excellent analytical, problem-solving, and communication skills
Strong leadership experience managing technical and support teams

Education & Professional Skillset:

Bachelor's degree in computer science / information technology / Electronics / Engineering or related discipline
PMP (Project Management Professional) – preferred certification

Desired Experience:

Experience in Retail / Fashion / FMCG industry preferred
Exposure to SAP and modern retail technology platforms will be an advantage
PMP / ITIL certification preferred

Head - PMO & Technical Operations