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MerciGlobal Cloud ERP

Job Description (JD) – Production Head (Software Delivery / Operations)

📌 Position Title

Production Head – Software Delivery & Operations

📌 Department

Production / Delivery / Operations

📌 Reporting To

Director / COO / Managing Director

📌 Direct Reports

Implementation Managers, Technical Leads, Support Lead, QA Lead, DevOps (as applicable)

🔎 Job Summary

At MerciGlobal Cloud ERP, “Production” refers to structured delivery, configuration, deployment, and stabilization of ERP solutions — not manufacturing of physical goods.

The Production Head is responsible for overseeing end-to-end software production operations, including implementation delivery, configuration management, quality assurance, release management, environment control, and post-go-live stabilization.

This role ensures timely project execution, delivery standardization, system reliability, operational scalability, and consistent service quality across all ERP implementations.

🎯 Key Roles & Responsibilities

1️⃣ Delivery Planning & Capacity Management

  • Align delivery capacity with sales pipeline and active projects
  • Forecast implementation workload and resource requirements
  • Ensure optimal allocation of functional and technical teams
  • Monitor delivery bandwidth and utilization levels
  • Prevent resource overload and delivery bottlenecks

2️⃣ Implementation Operations Oversight

  • Supervise ERP configuration, customization, and deployment cycles
  • Standardize implementation methodology and best practices
  • Ensure adherence to defined project lifecycle stages
  • Monitor milestone adherence across all active projects
  • Oversee go-live readiness and stabilization processes

3️⃣ Quality Assurance & Release Governance

  • Ensure structured QA processes (Unit Testing, Integration Testing, UAT readiness)
  • Monitor defect density and bug resolution timelines
  • Establish release management protocols
  • Ensure version control and deployment discipline
  • Minimize post-go-live critical issues

4️⃣ Process Standardization & SOP Governance

  • Develop and enforce SOPs for implementation and support
  • Standardize documentation templates and delivery workflows
  • Ensure structured handover between Implementation and Support teams
  • Monitor adherence to internal delivery frameworks

5️⃣ Cost Efficiency & Productivity Optimization

  • Monitor delivery cost per project
  • Improve billable resource utilization
  • Reduce rework caused by requirement gaps or poor quality
  • Optimize implementation cycle time
  • Improve deployment efficiency through process refinement

6️⃣ Support & Stabilization Oversight

  • Oversee post-go-live stabilization period
  • Monitor SLA adherence for issue resolution
  • Ensure smooth transition to support team
  • Minimize escalation frequency

7️⃣ Technology & Infrastructure Coordination

  • Coordinate with DevOps for cloud environment readiness
  • Ensure server/environment provisioning for projects
  • Monitor system uptime and deployment reliability
  • Ensure backup, security, and data integrity compliance

8️⃣ Team Leadership & Capability Development

  • Define KPIs for delivery, QA, and support teams
  • Conduct performance reviews and coaching
  • Develop internal ERP domain expertise
  • Promote accountability and ownership culture
  • Ensure cross-functional collaboration between Sales, Projects, and Support

9️⃣ Continuous Improvement & Automation

  • Identify automation opportunities in implementation lifecycle
  • Reduce manual configuration efforts where possible
  • Improve template-based deployment models
  • Drive productivity enhancement initiatives

🔟 Reporting & Governance

  • Present delivery performance dashboards to management
  • Track project health indicators across portfolio
  • Monitor risk exposure across ongoing implementations
  • Submit monthly operational performance reviews

🛠 Required Skills & Competencies

Technical & Domain Knowledge

  • Strong understanding of ERP implementation lifecycle
  • Knowledge of Accounting, Inventory, CRM, HR, and Procurement modules
  • Familiarity with cloud deployment environments
  • Understanding of QA frameworks and release management
  • Exposure to DevOps and SaaS operational models

Operational & Strategic Skills

  • Capacity planning and delivery forecasting
  • Risk and escalation management
  • Process optimization capability
  • Data-driven decision making
  • Budget and cost monitoring expertise

Behavioral Competencies

  • Strong leadership and team-building ability
  • High accountability and structured thinking
  • Excellent stakeholder communication skills
  • Problem-solving and crisis management ability
  • Results-oriented and process-driven mindset

📊 Key Result Areas (KRA) – Production Head

The following KRAs shall form the measurable basis for performance evaluation:

1️⃣ On-Time Delivery Performance

  • ≥ 90% projects delivered within committed timelines
  • Milestone adherence ratio > 95%
  • Reduced implementation cycle time year-on-year

2️⃣ Resource Utilization & Productivity

  • Billable utilization ≥ 85%
  • Reduction in non-billable rework hours
  • Balanced workload distribution across teams

3️⃣ Quality & Stability Metrics

  • Critical bug rate < defined threshold post go-live
  • UAT approval within targeted cycles
  • Reduction in post-go-live escalations

4️⃣ Cost Efficiency

  • Delivery cost variance within ±5% of budget
  • Improved project margin contribution
  • Controlled overtime and emergency deployment costs

5️⃣ SLA & Support Effectiveness

  • SLA adherence ≥ 95%
  • Escalation rate < defined benchmark
  • Smooth transition from implementation to support

6️⃣ Process & Governance Compliance

  • 100% adherence to delivery SOPs
  • Complete documentation for all projects
  • Structured release and version control maintained

7️⃣ Team Performance & Capability Building

  • Task adherence ≥ 90%
  • Low attrition within delivery team
  • Skill development initiatives executed annually

8️⃣ Continuous Improvement Contribution

  • Implementation of process automation initiatives
  • Measurable productivity improvement year-on-year
  • Deployment of standardized implementation templates

📈 Performance Evaluation Framework

The evaluation of the Production Head shall be based on:

  1. Measurable accomplishment of the defined KRAs and operational performance indicators.
  2. Adherence to delivery governance standards, quality benchmarks, and process compliance established by MerciGlobal Cloud ERP.
  3. Alignment with the company’s Standard Performance Evaluation System, including leadership effectiveness, strategic contribution, team development, accountability, and organizational alignment.

A balanced scorecard approach combining quantitative performance metrics and qualitative leadership assessment shall determine the final performance rating.

📌 Suggested Performance Weightage (Optional)

KRA Category Suggested Weightage
On-Time Delivery 20%
Resource Utilization 15%
Quality & Stability 20%
Cost Efficiency 10%
SLA & Support 15%
Governance Compliance 10%
Team Performance 10%

🚀 Role Impact

The Production Head directly influences:

  • Implementation success rate
  • Client satisfaction and retention
  • Project profitability
  • Operational scalability of ERP delivery
  • Brand credibility and long-term growth