Head of IT (DGM/GM)

Job Description Head – IT

Department - Information Technology

Scope - ERP Applications (SAP & Navision), Master Data Management, IT Infrastructure and IT Security

Role Overview

We are looking for an experienced Head – IT to lead the management, support, optimization, and continuous improvement of the organization's core technology landscape – its ERP applications - SAP and Microsoft Dynamics NAV (Navision), together with master data management, IT infrastructure, and IT security.

The role will be responsible for ensuring the availability, reliability, security, performance, and effective utilization of ERP applications, master data, and infrastructure across all locations – manufacturing plants, warehouses / depots, branch offices and the corporate office. The successful candidate will work closely with business stakeholders, IT teams, enterprise application partners and infrastructure service providers to translate business requirements into secure and scalable technology solutions.

Key Responsibilities

1. Enterprise Application Management

• Own the overall lifecycle management of enterprise applications, primarily SAP and Microsoft Dynamics NAV (Navision), and the applications directly connected to them.
• Ensure high availability, performance, reliability, and security of enterprise applications.
• Establish and maintain application support processes, SLAs, KPIs, and service management practices.
• Monitor application incidents, problems, changes, and service requests and ensure timely resolution.
• Manage application upgrades, patches, enhancements, integrations, and version migrations.
• Maintain application roadmaps aligned with business and IT strategy.
• Manage and support SAP and Microsoft Dynamics NAV environments across relevant business functions such as Finance, Procurement, Sales, Supply Chain, Manufacturing, Inventory, and HR.
• Coordinate with functional and technical teams for issue resolution, enhancements, and system improvements.
• Ensure effective integration between ERP systems and other business applications.
• Identify opportunities to improve business processes through ERP capabilities, automation, and system optimization.
• Manage ERP implementation and enhancement projects from requirements through deployment.

2. Master Data Management

• Own master data management, covering material / product, customer (dealers and distributors), vendor, pricing and condition records, bills of material, chart of accounts / GL, cost centres, and other key masters.
• Define and run the master data governance framework – data ownership, data stewardship roles, standards, naming conventions, and creation / change / approval workflows agreed with business functions.
• Lead the master data team to create and maintain master data accurately and within agreed turnaround times, with maker-checker controls.
• Ensure master data quality – completeness, accuracy, consistency, and de-duplication – through periodic data quality checks, cleansing, and reporting.
• Ensure statutory and regulatory attributes are captured and validated
• Harmonize master data and coding structures between the SAP and Navision entities to enable consistent reporting and future consolidation.
• Evaluate and implement master data tools and workflows
• Provide trusted, well-governed master data to downstream systems and for analytics and AI initiatives.

4. ERP Integration & Technology

• Oversee integrations between SAP, Navision, and connected systems such as banking platforms, warehouse systems, GST / e-invoicing portals, and reporting systems, interfaces with business and digital applications.
• Work with integration/API teams to ensure reliable and secure data exchange.
• Evaluate emerging technologies and determine their applicability to the organization's application and infrastructure landscape.
• Drive ERP automation and workflow optimization, and support digital, analytics, and AI initiatives with ERP data, integration, and infrastructure.

5. IT Infrastructure Management

• Own the IT infrastructure across all locations, including the data centre / server rooms, servers, storage, and virtualization, and the hosting of on-premise SAP and Navision environments.
• Manage the enterprise network (LAN, WAN, Wi-Fi) and internet connectivity between plants, depots, branch offices, and the corporate office, ensuring redundancy and performance.
• Manage cloud and hybrid infrastructure, including capacity planning, cost management, and governance.
• Oversee end-user computing – laptops, desktops, mobile devices, printers, and productivity tools – including provisioning, standard builds, and device lifecycle.
• Ensure backup, disaster recovery (DR), and business continuity for infrastructure and critical applications; conduct periodic DR drills and backup restoration tests.
• Monitor infrastructure availability, performance, and capacity using appropriate monitoring tools, and drive proactive maintenance.
• Manage IT assets, including hardware and software inventory, licence compliance, AMC / warranty, and asset refresh planning.
• Plan and deliver infrastructure projects such as data centre upgrades, network refresh, cloud migration, and IT set-up for new sites.
• Manage infrastructure service providers, telecom carriers, and managed service partners against SLAs.

6. IT Security & Cybersecurity

• Define, implement, and maintain the IT security strategy, policies, standards, and procedures across applications, infrastructure, and end users.
• Manage security controls including firewalls, endpoint protection / EDR, e-mail security, VPN, multi-factor authentication, privileged access management, and data loss prevention.
• Lead vulnerability and patch management; arrange periodic vulnerability assessment and penetration testing (VAPT) and ensure timely closure of findings.
• Manage identity and access – user provisioning and de-provisioning, role-based access, segregation of duties (SoD) in SAP and Navision, and periodic access reviews and certification.
• Establish security monitoring and incident response processes (in-house or through a managed SOC), including reporting of cyber incidents within regulatory timelines (e.g., CERT-In).
• Ensure protection of business and personal data in line with applicable laws, including the Digital Personal Data Protection Act, 2023.
• Secure plant / OT systems connected to the corporate network, where applicable.
• Drive security awareness training and phishing simulations for employees.

7. Business Stakeholder Management

• Partner with business leaders and process owners to understand business requirements and technology needs.
• Act as the primary IT point of contact for ERP applications, master data, infrastructure, and IT services.
• Translate business requirements into functional and technical specifications.
• Conduct regular reviews with business stakeholders to identify application and service gaps and improvement opportunities.
• Ensure user adoption and effective utilization of ERP applications.

8. IT Support & Service Operations

• Lead Level 1/2/3 support teams, including the IT service desk for end-user support, and coordinate with external vendors or system integrators where required.
• Establish incident, problem, change, and release management processes across applications and infrastructure.
• Perform root-cause analysis for recurring issues and drive permanent corrective actions.
• Ensure business continuity, disaster recovery, backup, and application recovery procedures are defined and tested.
• Maintain documentation of applications, infrastructure, network architecture, support procedures, and knowledge repositories.

9. Project, Vendor & Budget Management

• Lead ERP, master data, infrastructure, and security implementation, upgrade, migration, and transformation projects.
• Manage external consultants, vendors, managed service providers, and system integration partners.
• Define project scope, timelines, budgets, deliverables, and acceptance criteria.
• Monitor vendor performance against SLAs and contractual commitments.
• Participate in vendor evaluation, RFPs, contract negotiations, and license management.
• Prepare and manage the IT budget (capex and opex) for ERP applications, infrastructure, and security, and drive cost optimization.

10. Compliance, Audit & Governance

• Ensure applications and infrastructure comply with organizational security policies and regulatory and statutory requirements.
• Coordinate internal, statutory, and external IT audits, including IT general controls (ITGC), and ensure timely closure of observations.
• Maintain IT governance, standards, policies, and controls, aligned with frameworks such as ISO 27001 and other relevant.
• Maintain audit trails, change records, and documentation required for compliance.
• Maintain the IT risk register and report the IT risk and security posture to management.

11. Team Leadership

• Lead, mentor, and develop the IT team across ERP applications, master data, infrastructure, service desk, and security.
• Define roles, responsibilities, objectives, and performance metrics for team members.
• Build internal capabilities and reduce excessive dependency on external consultants.
• Promote knowledge sharing, documentation, and continuous improvement.

Key Deliverables / KPIs

• Enterprise application availability and uptime
• Infrastructure (data centre, server, and network) availability and uptime
• Application incident resolution and SLA compliance
• IT service desk resolution time and user satisfaction
• Reduction in recurring incidents and business disruptions
• Successful delivery of ERP, master data, infrastructure, and security projects
• ERP system performance and user satisfaction
• Master data accuracy and completeness; reduction in duplicate records
• Master data request turnaround time within agreed SLAs
• Number and severity of security incidents; time to detect and contain
• Patch compliance and closure of vulnerabilities within defined timelines
• Backup success rate and successful DR tests
• Application and infrastructure security and audit compliance; timely closure of audit observations
• Vendor SLA and performance management
• IT budget adherence; application, infrastructure, and licence cost optimization
• Successful upgrades, migrations, and integrations
• Business process automation and productivity improvements

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• 12 – 15+ years of IT experience, in enterprise application management, ERP management, or IT applications, and hands-on exposure to managing IT infrastructure and IT security.
• Strong hands-on experience with SAP (must) along with Microsoft Dynamics Navision (added advantage)
• Experience managing ERP applications across multiple business functions.
• Strong understanding of ERP integrations, databases, APIs, and application architecture.
• Experience in setting up and running master data management and governance in SAP.
• Working knowledge of IT infrastructure – servers, virtualization, storage, networking, cloud, backup, and DR.
• Sound understanding of cybersecurity controls, identity and access management, and IT audit / ITGC requirements.
• Experience managing ERP, master data, infrastructure, and support teams, external vendors, and managed service providers.
• Strong project management, budgeting, and stakeholder management skills.
• Experience in a multi-location manufacturing environment preferred.

Preferred Certifications

• SAP certification or relevant SAP experience
• ITIL certification
• PMP or equivalent project management certification

Key Skills

• Enterprise Application Management
• SAP ERP
• Microsoft Dynamics NAV / Navision
• Master Data Management & Governance
• Data Quality Management
• ERP Implementation & Upgrades
• Application Support & Service Management
• Business Process Management
• Application Integration & APIs
• IT Infrastructure & Network Management
• Cloud & Data Centre Management
• Backup, DR & Business Continuity
• IT Security & Cybersecurity
• Identity & Access Management
• IT Audit, Compliance & Governance
• Vendor Management
• IT Budgeting & Asset Management
• IT Project Management
• ITIL / Incident / Problem / Change Management
• Stakeholder Management
• Team Leadership
• Digital Transformation
• Process Automation

Ideal Candidate Profile

The candidate should demonstrate strong ownership, problem-solving ability, communication skills, and the ability to work effectively with senior management, business users, technical teams, and external partners.

The ideal candidate will be a business-oriented technology leader who understands ERP applications, master data, IT infrastructure, information security, and business processes. They should be capable of managing day-to-day IT operations while also driving strategic initiatives to modernize and secure the organization's technology landscape.