About 8848 Digital 8848 Digital LLP is a technology consultancy specialising in ERPNext/Frappe implementations, custom application development, digital transformation and systems integration. Our team of 150+ works from Mumbai, Pune, remotely in PAN India, with a presence in the US, serving clients across India, the Middle East, the US and Southeast Asia. As a Frappe Certified Partner holding ISO 9001:2015, ISO 27001 and SOC 2 Type 2 certifications, (CMMI Level 3 appraisal ongoing), we deliver reliable, secure and scalable solutions across ERP, custom software, eCommerce and mobile applications. Role Purpose The Operations Head is the operating backbone of the company. You will own how work gets planned, delivered, measured and assured across teams, turning the business objectives into a explicit operating rhythm, disciplined execution and audit-ready quality. You will run the PMO, the compliance programmes and support operations, and give the leadership team a single, trusted view of performance, risk and capacity. This is a senior, hands-on leadership role for someone who combines systems thinking with robust follow-through, and who can influence across delivery, sales, customer success and corporate functions without relying on direct authority. What You Will Own
• Operating rhythm: the company-wide operating cadence: planning cycles, management reviews, leadership dashboards and decision and action tracking.
• Delivery and PMO: project governance, resource planning and utilisation, and escalation management across all delivery teams.
• Compliance and assurance: ISO 9001, ISO 27001, SOC 2 Type 2 and CMMI Level 3 under a single integrated control framework.
• Support operations: support tiers, ticket workflows, SLAs and client-facing service reporting across time zones.
• Process excellence: process design, handovers between functions, and automation (including AI) that removes manual effort.
• People leadership: PMO, compliance and support teams: hiring, coaching and building second-line leadership.

Key Responsibilities
1. Operating Model and Leadership Reporting
• Design and run the operating cadence: weekly operations reviews, monthly business reviews and quarterly management reviews, each with clear owners, inputs and outputs.
• Build and maintain leadership dashboards covering delivery health, utilisation, SLA performance, compliance status, risks and open actions.
• Prepare and present periodic operations and compliance reviews to the leadership team, with recommendations rather than status alone.
• Track cross-functional decisions and commitments to closure; raise risks early with options and a recommended path.
• Identify ownership gaps, overlaps and bottlenecks between teams, and propose practical changes to how work is organised. 2. Project Governance and PMO
• Define, document and enforce SOPs across teams and skill lines for the full project lifecycle: initiation (charter, scope baseline, stakeholder register), resource planning, meeting cadence and MoMs, change requests, risk and issue logs, status reporting,



and closure with sign-off and lessons learned.
• Run a central PMO: project health dashboards, resource allocation across concurrent projects, utilisation, schedule and effort variance, and escalation management.
• Ensure project artefacts are audit-ready and aligned to ISO and CMMI requirements.
• Partner with delivery leads on capacity and workload planning so commitments to clients are realistic and visible early. 3. Compliance, Quality and Certifications
• Drive ISO 9001:2015 and ISO 27001 compliance across project delivery and service operations through practical implementation of policies, processes and controls.
• Implement and maintain SOC 2-aligned controls, ensuring clear ownership, consistent execution and ongoing evidence collection.
• Drive adoption and sustenance of CMMI Level 3-aligned processes, including project planning, quality assurance, measurement and requirements traceability.
• Maintain an integrated process and control framework that supports ISO, SOC 2 and CMMI requirements across teams.
• Conduct periodic compliance reviews, identify process gaps, track risks and corrective actions to closure, and maintain current documentation and evidence. 4. Support Operations and SLAs
• Own SLA performance: response and resolution times, backlog, escalations and client-facing SLA reporting.
• Define support tiers, ticket workflows, on-call rosters and escalation matrices.
• Run root-cause analysis on recurring issues and SLA breaches, and drive preventive actions.
• Plan support capacity across clients and time zones (India, Middle East, US, Southeast Asia). 5. Cross-Functional Process Improvement and Automation
• Work with Customer Success, Key Account Managers, delivery leads, pre-sales and corporate functions to close process gaps and improve client experience.
• Use client feedback, escalations and delivery metrics to drive continuous improvement initiatives with measurable outcomes.
• Standardise handovers between pre-sales, delivery and support.
• Identify and introduce automation, including AI-driven workflows, to eliminate manual and repetitive work across operations, reporting and compliance. 6. People Leadership
• Build, coach and develop the PMO, compliance and support teams; set clear goals and hold teams to them.
• Develop second-line leaders and ensure no critical process depends on a single person.
• Model a culture of ownership, documentation and follow-through across the organisation. Key Result Areas and KPIs Operating rhythm & execution: % of agreed recurring reviews,



workflows and commitments delivered on schedule; % of actions closed by due date Delivery governance & PMO: Schedule and effort variance; utilisation; project health (RAG) accuracy; time to resolve priority escalations Compliance & assurance: Zero major non-conformities in ISO 9001, ISO 27001 and SOC 2 audits; CMMI readiness milestones met; audit evidence current year-round Support & SLA performance: SLA attainment (response and resolution); backlog ageing; repeat-incident rate; client satisfaction on support Leadership reporting: Monthly and quarterly review packs delivered on time with complete, reconciled data; decisions and follow-ups tracked to closure Process improvement & automation: Documented improvements implemented and validated; manual hours removed through automation Cross-functional effectiveness: Quality of handovers (pre-sales → delivery → support); internal stakeholder feedback on clarity and follow-through Team leadership: Capability, retention and succession cover within PMO, compliance and support teams Required Qualifications and Experience
• Bachelor's degree in Engineering, Computer Science, IT or a related field; MBA is an advantage.
• 12+ years in an IT services or ITeS organisation, with at least 5 years leading operations, delivery governance or a PMO.
• Hands-on experience implementing and maintaining ISO 9001 and ISO 27001 compliance across project delivery and service operations. Experience with external audits or recertification is not mandatory.
• Hands-on experience implementing and maintaining SOC 2-aligned controls and CMMI Level 3-aligned processes across project delivery and service operations. Experience with formal SOC 2 audits or CMMI appraisals is not mandatory.
• Proven record of designing and rolling out project SOPs across multiple teams and skill lines.
• Experience managing support or service desk teams against contractual SLAs.
• Strong analytical and reporting

skills:
building review packs and presenting to senior leadership and clients. Good to Have
• Experience with ERPNext / Frappe, or ERP implementation projects more broadly.
• PMP, PRINCE2 or equivalent; ITIL Foundation or higher.
• Familiarity with helpdesk, ticketing, timesheet and PM dashboard tools, and with workflow or AI automation.
• Experience supporting clients across multiple geographies and time zones. Skills and Competencies
• Process discipline: turns standards into simple, repeatable processes that teams actually follow.
• Audit readiness: keeps evidence current year-round rather than scrambling before audits.
• Data-driven management: defines metrics, builds dashboards and acts on trends.
• Stakeholder influence: works across delivery, account management and leadership without direct authority over every team.
• Judgement and ownership: sound judgement under ambiguity; prioritises well and decides with incomplete information.
• Communication: clear written reports and confident presentations to leadership, auditors and clients.
• People leadership: builds and coaches teams and leaders.

📌 Operations Head (Mumbai)
🏢 8848 Digital
📍 Mumbai