Role Summary

The Head of Application Operations and Governance is a senior leadership role accountable for end-to-end ownership of enterprise application platforms including SFA, DMS, SAP, TMS, and WMS across service delivery, implementation, adoption, and governance.

This role is not limited to support operations. It requires a transformation leader who can modernize operating models, institutionalize governance, drive measurable business outcomes, and build high-performing teams. The successful candidate must thrive in complexity, influence senior stakeholders, and bring structure, discipline, and scalability to application management.

CTC UP TO 60LPA

Experience

15+ years of progressive experience in enterprise application delivery and governance
Proven leadership experience managing large, multi-layered teams across diverse application portfolios
Strong hands-on experience with SFA, DMS, SAP (ERP), TMS, WMS, or equivalent sales, distribution, and supply chain platforms
Demonstrated success in driving operational transformation initiatives
Experience working with senior business leaders and cross-functional stakeholders
Strong working knowledge of ITIL frameworks, SLA governance, escalation management, and IT service management best practices
Demonstrated experience in capacity planning, resource optimization, and productivity improvement programs

Key Responsibilities

1. Application Ownership and Service Delivery

Own the full lifecycle of enterprise application platforms including SFA, DMS, SAP, TMS, and WMS covering implementation, rollout, stabilization, and steady-state operations
Ensure reliable, secure, and high-performance application services aligned to business KPIs
Establish SLAs, OLAs, performance dashboards, and proactive monitoring frameworks
Define and enforce escalation matrices to ensure issues are triaged, prioritized, and resolved within agreed thresholds across all application tiers
Move from reactive support to predictive and data-driven operations leveraging ITIL best practices
Conduct regular capacity planning reviews to ensure application infrastructure and team resources meet current and projected demand

2. ITIL, SLA, and Service Management

Institutionalize ITIL-aligned processes across Incident Management, Problem Management, Change Management, Service Request, and Configuration Management for all platforms
Define and manage multi-tier SLA frameworks with clear metrics, breach thresholds, and escalation paths for SFA, DMS, SAP, TMS, and WMS
Establish formal escalation matrices defining L1/L2/L3 support boundaries, escalation triggers, and resolution accountability
Conduct regular service review meetings and SLA performance reporting with business and IT leadership
Drive continuous improvement through structured analysis of incident trends, root cause patterns, and SLA adherence data
Maintain and update a formal CMDB and service catalogue for all supported platforms

3. Productivity and Capacity Planning

Define productivity benchmarks and track team performance against delivery commitments and resolution targets
Conduct structured capacity planning aligned to application portfolio growth, seasonal demand, and business expansion plans
Identify and address resource gaps, skill bottlenecks, and workload imbalances proactively
Drive automation and tooling adoption to improve team productivity without increasing headcount proportionally
Report on team capacity, utilization, and throughput metrics to senior leadership on a regular cadence

4. Implementation, UAT, Training, and Adoption

Lead large-scale implementations, upgrades, and enhancements across SFA, DMS, SAP, TMS, WMS, and other enterprise applications
Institutionalize structured UAT processes with business accountability and formal sign-off protocols
Design and execute comprehensive training and adoption programs tailored to platform-specific user groups
Track adoption metrics and continuously improve user engagement across all application platforms
Ensure solutions deliver measurable commercial impact

5. Application Governance and Controls

Design and implement best-in-class governance frameworks covering:

Demand intake and prioritization
Release and change management
Risk management and compliance controls
Documentation and knowledge management
Vendor governance and contract performance management
Establish governance councils and review forums with senior leadership
Ensure transparency, accountability, and audit readiness across all platforms
Maintain a formal governance calendar covering release gates, CAB reviews, and compliance checkpoints

6. Transformation and Productivity Improvement

Re-architect ways of working to improve productivity and delivery speed across all application teams
Drive automation, simplification, and process standardization across SFA, DMS, SAP, TMS, and WMS operations
Improve cost efficiency without compromising service quality
Embed a continuous improvement culture across teams
Align application strategy with business growth priorities

7. Leadership, Coaching, and Capability Building

Lead, develop, groom, and coach managers and teams across all application towers with a strong and deliberate emphasis on mentorship and professional growth
Invest consistently in coaching conversations, structured feedback, and individual development plans to build leadership capability at every level of the team
Build a strong leadership bench and succession pipeline to ensure organizational resilience
Foster a culture of accountability, ownership, performance excellence, and continuous learning
Set clear expectations and performance metrics and hold teams accountable with fairness and consistency
Drive capability uplift programs to ensure teams stay current with evolving platform technologies, ITIL practices, and industry standards

8. Stakeholder Management

Act as a trusted partner to senior business leaders across Sales, Distribution, Supply Chain, Finance, and Technology functions
Communicate effectively in high-pressure and ambiguous situations with clarity and executive presence
Manage competing priorities across multiple platforms with strong temperament and resilience
Influence decisions with data, clarity, and credibility

Required Competencies

Strong transformation mindset with a proven track record of driving change across complex, multi-platform environments
Deep understanding of enterprise application governance and ITIL service management frameworks
Expertise in SLA design, escalation framework development, and service performance management
Demonstrated competency in capacity planning, team productivity optimization, and resource forecasting
Functional understanding of SFA, DMS, SAP, TMS, and WMS platforms and their interdependencies
Executive communication and stakeholder management capability
Ability to operate effectively in complexity, chaos, and ambiguity
Strong analytical and problem-solving skills grounded in data
High ownership and outcome orientation
Proven people leadership and coaching ability with demonstrated impact on team capability, engagement, and succession readiness

Success Indicators

High application reliability and service performance across all platforms including SFA, DMS, SAP, TMS, and WMS
SLA compliance consistently above defined thresholds with clear escalation governance and zero blind spots
Institutionalized ITIL processes with measurable improvements in incident resolution time, change success rate, and problem recurrence
Strong user adoption and measurable business impact across all platforms
Institutionalized governance with disciplined change processes and audit-ready documentation
Improved productivity metrics and faster delivery velocity
Capacity plans aligned to business growth with proactive resource readiness
High-performing, engaged teams with a visible and active leadership pipeline
Strong business trust and partnership across all supported functions

Share CVs to pooja.c@3point.in

CALL US

EMAIL US

Head of Application Operations and Governance