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
