Custom/CRM Applications Practice Head

Responsible for developing and delivering innovative, Digital solutions enabled through Packaged Applications that drive large-scale business transformation. This client-facing role blends strategic vision, solution development, and practice leadership to build domain-centric offerings while interpreting and aligning client needs with standardized solution frameworks.

The role will be responsible to lead, build, and scale our enterprise COTS product offerings across ERP, CRM, and ITSM/ITOM domains. This role requires a deep understanding of packaged applications like Microsoft D365, ServiceNow, ManageEngine, and Salesforce, Zendesk and others. The ideal candidate will drive the practice’s growth through capability building, solutioning, strategic alliances, pre-sales support, and client delivery oversight

Engage cross-functional teams, form strategic alliances, and leverage emerging technologies, including platforms, automation, and analytics, to deliver measurable outcomes and a competitive edge in the marketplace. The role requires a deep understanding of industry trends, an ability to translate client requirements into comprehensive solutions, and strong collaboration across sales, service delivery, and other partners to ensure seamless execution.

This position demands extensive experience in service delivery, solution planning, digital transformation, and global matrix team leadership. The successful candidate will have a proven track record in managing complex deal shaping, cost modelling, coupled with the ability to manage virtual teams in a dynamic, fast-paced environment. Strong analytical, communication, and leadership skills are essential, with flexibility to travel and work across time zones as needed.

Key Responsibilities:

• Practice Strategy & Development: Define the vision, roadmap, and structure for the packaged applications practice. Establish and scale capabilities across Microsoft powerapps, ERP , ServiceNow (All apps) and similar applications, CRM (Salesforce, Zendesk, LivePerson, MS Dynamix), and other horizontal COTS platforms. Develop reusable assets, accelerators, frameworks, and establish best practices across the practice and delivery teams.
• Solution Development & Presales: Lead the creation of industry-specific digital solutions by collaborating with internal teams and forming strategic alliances & robust partner ecosystem with OEMs and ISVs to co-sell and jointly deliver solutions. Support sales and business development teams with domain expertise, RFP responses, and proposal creation. Create solution architectures, pricing models, and implementation plans tailored to customer needs.
• AI Strategy and Innovation : Ensure each area has a AI driven strategy and layer all parts of the solution with AI.
• Delivery Oversight & Governance: Provide strategic oversight to ensure successful delivery of packaged application programs. Set up CoEs (Centers of Excellence) for each sub-domain with delivery governance and KPI tracking. Help with delivery challenges, resource fulfilment challenges and ensure consistent client satisfaction and retention.
• Competency & Capability Building: Lead recruitment, training, and competency development for Practice. Create role-based learning paths and certification plans in collaboration with OEMs. Move to the AI Enabled roles for every single practice and lead the charge to transform every single person working in the area.
• Market Intelligence: Stay informed on industry trends, competitor activities, and emerging technologies to develop forward-thinking solutions that meet market demands.
• Approvals Management: Ensure timely internal approvals on solutions & coordinate internally with various teams for practice only opportunities to ensure that the proposed solutions are accurate, feasible, and compliant with organizational policies.
• Client Engagement: Conduct discovery sessions, perform due diligence, and deliver detailed reports that provide insights and recommendations for client solutions.
• Matrix Team Leadership: Manage a matrix team of senior experts, fostering collaboration across functions such as solutions, digital tools, automation, and transition capabilities.
• Stakeholder Collaboration: Support and influence sales, service delivery, and support teams to craft compelling client propositions and win new business.
• Flexibility & Travel: Be available to travel and work across different time zones as needed to support global client engagements.

Qualifications

• 20+ years of experience in service delivery, transition, or transformation within large-scale, global organizations managing complex, multi-functional projects and teams.
• 8+ years of experience in managing or scaling enterprise application practices.
• Proven experience across multiple COTS products, especially SAP, Oracle, D365, Salesforce, ServiceNow. Proven experience in developing and executing technology-driven solutions.
• Strong business acumen with a track record of achieving revenue and margin targets.
• Ability to lead cross-functional global teams and build strong stakeholder relationships in a in a dynamic global environment.
• Strong financial acumen, with the ability to work with financial models to address proposed solutions, including pricing models, cost levers, and P&L computations.
• Expertise in translating client requirements into tailored solutions that align with standardized offerings and delivery models.
• Excellent communication skills, both written and oral, with the ability to interact effectively with senior stakeholders, clients, and cross-functional teams.