Business Systems & Implementation Manager (CIO Office)

Business Systems & Implementation Manager

Single owner for every piece of software the company runs on.

What you'll own

1. Platform implementation

• •Own the end-to-end rollout of business software: requirement gathering, vendor evaluation, configuration, data migration, go-live
• •Configure platforms to match how our teams actually work — not how the vendor's demo works
• •Own the implementation plan, timeline and cutover
• •Run UAT with the teams who'll use it, and hold the line before go-live

2. Integrations

• •Connect the stack so data flows instead of being re-keyed:
• •Payment gateways — Razorpay, Cashfree, PayU and similar
• •CPaaS / communication — click-to-call, WhatsApp Business API, SMS, IVR
• •Email, calendar and document tooling
• •CRM ↔ support ↔ accounting ↔ HR — the connections between systems, which is where most of the value and most of the breakage lives
• •Use native connectors and low-code tools where possible; brief engineering only where genuinely necessary
• •Document every integration: what connects to what, what data moves, who to call when it breaks

3. Training and adoption

• •Train teams properly — not one session at launch, but ongoing, role-specific enablement
• •Write SOPs and quick-reference guides for each system
• •Onboard new joiners onto the tools they need from day one
• •Be the internal go-to person when someone is stuck

4. Usage monitoring and accountability

• •Track actual usage per team and per person — licences assigned versus licences used
• •Report adoption to leadership monthly: what's being used, what's being ignored, what's being worked around
• •Chase and fix low adoption; find out whether it's a training problem, a configuration problem or a wrong-tool problem
• •Flag and kill software nobody uses

5. Vendor and cost management

• •Own vendor relationships, renewals and support escalations
• •Track spend across the software stack and identify overlap and waste
• •Negotiate renewals with usage data in hand
• •Maintain the master inventory of every tool, owner, cost and renewal date

6. Access and hygiene

• •User provisioning and deprovisioning — especially on exit
• •Role-based access and permission structures
• •Basic data hygiene and backup discipline across systems

Qualification

• •Bachelor's degree in Business Administration, Computer Science, Information Technology, Engineering, or a related field.
• •Relevant experience in business systems, software implementation, integrations, or operations technology is preferred.