Technical Lead

Tech Enablement Lead

Position Overview

The Tech Enablement Lead will be responsible for managing, optimizing, and continuously improving the organisation's technology ecosystem across business operations. The role will act as the single point of coordination between internal business teams, technology teams, and external technology vendors. The person will ensure that technology platforms are implemented effectively, integrated with each other, adopted by users, and delivering measurable business value.

The role will work closely with Operations, Clinics, Salons, Call Centre, Marketing, Performance Marketing, Data

Analytics, Finance, HR and IT teams to identify technology requirements and convert them into scalable technology solutions.

1. Technology Platform Management

• Own and manage the complete portfolio of business technology tools and platforms.
• Ensure all technology applications are functioning effectively and meeting business requirements.
• Manage platforms related to CRM; Appointment & Booking; POS & Billing; Call Centre / Dialer; WhatsApp & Communication; Marketing Automation; AI / Automation; Customer Feedback & Experience; Task & Audit Management; Analytics &; Reporting; CCTV / Monitoring Technologies; and Digital & Website Technologies.
• Maintain a central Technology Application & Vendor Master with ownership, cost, contract, renewal date, users, integrations and business purpose.

2. Vendor Management

• Act as the primary SPOC for all technology vendors.
• Manage vendor onboarding, implementation, support, escalation and performance.
• Define and monitor SLA, TAT and support commitments with vendors.
• Conduct regular vendor performance reviews.
• Track pending issues, escalations and commitments until closure.
• Ensure vendors deliver projects within agreed timelines and scope.
• Review vendor proposals, commercials and technology recommendations.
• Support negotiations related to pricing, licenses, renewals and additional requirements.
• Ensure proper documentation and knowledge transfer from vendors.

3. Technology Implementation & Enablement

• Lead implementation of new technology platforms across the organisation.
• Understand business requirements and translate them into technical requirements.
• Coordinate UAT, pilot testing, rollout and post-launch support.
• Prepare implementation plans, timelines and responsibility matrices.
• Ensure successful adoption of new technology by business teams.
• Create SOPs, user guides and training material wherever required.
• Monitor adoption and usage of technology after implementation.

4. Integration & Automation

• Identify opportunities to integrate different technology platforms.
• Work with vendors and internal teams to develop APIs, integrations and automation.
• Ensure smooth flow of data between systems.
• Identify manual processes that can be automated.
• Drive automation initiatives across lead management, appointment booking, appointment confirmation,
• customer communication, call centre, marketing campaigns, reporting, reconciliation, customer feedback and operational audits.
• Maintain an Integration & Automation Roadmap.

5. Business Requirement Management

• Regularly interact with business stakeholders to understand technology gaps.
• Convert business problems into technology requirements.
• Prepare BRDs / requirement documents wherever required.
• Prioritise requirements based on business impact, urgency and feasibility.
• Maintain a central Technology Requirement & Project Tracker.
• Ensure stakeholders receive regular updates on project progress.

6. Issue & Escalation Management

• Own technology-related issues from identification to closure.
• Establish a structured escalation mechanism with vendors.
• Monitor recurring issues and identify root causes.
• Conduct RCA for major technology incidents.
• Ensure preventive actions are implemented to avoid recurrence.
• Maintain a dashboard of open issues, ageing, SLA breaches, vendor-wise performance, critical incidents and recurring issues.

7. Data & Reporting Enablement

• Work closely with the Data Analytics team to ensure availability and accuracy of technology data.
• Support integration between operational systems and reporting platforms.
• Ensure required data fields are captured correctly.
• Identify gaps in data flow and reporting.
• Support automation of MIS and management dashboards.
• Ensure data consistency across multiple platforms.

8. Technology Governance

• Establish technology governance and standard operating processes.
• Maintain documentation for applications, integrations, APIs, vendor contacts, licenses, contracts, SOPs, access management and escalation matrix.
• Ensure technology projects follow defined implementation and approval processes.
• Track technology costs and identify opportunities for optimisation.

9. User Adoption & Training

• Ensure teams are effectively using implemented technology.
• Identify adoption gaps across outlets and departments.
• Conduct training and awareness sessions.
• Create simple user guides and FAQs.
• Collect user feedback and work with vendors to improve the solution.
• Monitor technology adoption through usage metrics.

10. Technology Innovation

• Continuously evaluate new technologies that can improve operational efficiency and customer experience.
• Explore opportunities in AI, Generative AI, Voice AI, WhatsApp automation, chatbots, workflow automation and analytics.
• Conduct proof-of-concepts and pilots before large-scale implementation.
• Build a technology roadmap aligned with business objectives.

Key Technology Areas

Technology Area Examples

CRM Zoho CRM / Lead Management

Operations Zenoti / Business Operations Platforms

Communication WhatsApp / SMS / Email

Call Centre C-Zentrix / Cloud Telephony / Dialers

AI & Automation Voice Bots / Chatbots / AI Automation

Task Management Pazo / Workflow Platforms

Marketing Marketing Automation / Attribution

Analytics BI / MIS / Dashboards

Digital Website / Landing Pages / GA4

Customer Experience Feedback / CSAT / Review Platforms

Monitoring CCTV / AI Monitoring

Integrations API / Middleware / Data Integrations

Key Performance Indicators (KPIs)

1. Technology uptime and platform availability

2. Vendor SLA adherence

3. Issue resolution TAT

4. Technology project delivery within timelines

5. Successful implementation of new tools

6. User adoption and utilisation

7. Number of processes automated

8. Successful integrations delivered

9. Reduction in manual processes

10. Technology cost optimisation

11. Reduction in recurring technology issues

12. Business satisfaction with technology solutions

13. Vendor performance score

14. ROI from technology initiatives

Required Skills &Competencies

Technical Skills

• Understanding of SaaS and cloud-based applications
• API and system integration knowledge
• CRM and operational systems
• Workflow automation
• Basic understanding of databases and data flows
• Analytics and reporting tools
• AI / Automation understanding
• Understanding of web technologies and GA4
• Knowledge of WhatsApp Business/API-based communication platforms
• Understanding of cloud telephony and call-centre technologies

Management Skills

• Strong vendor management
• Project management
• Stakeholder management
• Requirement gathering
• Problem solving
• Negotiation
• Escalation management
• Process improvement
• Change management
• Excellent communication skills

Ideal Candidate Profile

Experience: 3–8 years in Technology Enablement, IT Applications, Business Applications, Digital Transformation, Product Operations or Technology Project Management.

Experience managing multiple SaaS platforms and technology vendors.

Experience working with cross-functional business teams.

Strong understanding of integrations, APIs and automation.

Experience managing technology implementation projects from requirement gathering to go-live.

Strong vendor negotiation and relationship management skills.

Ability to understand business requirements and translate them into technology solutions.

Experience in a multi-location organisation, retail, hospitality, healthcare, salon, wellness or consumer service environment will be an advantage.

Role Success Statement

The Tech Enablement Lead will ensure that technology becomes an enabler of business growth rather than merely a support function. The role will own the technology ecosystem, drive vendor accountability, improve system integration and automation, ensure user adoption, and continuously identify opportunities to improve operational efficiency and customer experience.

Working Days : 6 Days Working
Location: Koramanagala, Bangalore

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person