Information Technology Support Manager

LANDMARK GROUPOur journey started in 1973 with a single store in Bahrain. Since then, we have grown into a global retail and hospitality group. The proud creator of 50 plus value led, own-built brands across retail, hospitality, food, and leisure. Over the years, our UAE-based group has evolved into a comprehensive retail and hospitality entity, with over 2400 retail stores, leisure, and hospitality outlets, spanning the GCC, Middle East, India, Southeast Asia, and Africa. Landmark Group headquartered in Dubai, UAE is one of GCC's largest omnichannel retailers and India's top home and fashion retailer. We take immense pride in the organic growth of our retail brands, which have blossomed into household names. From Max, Splash, Babyshop, Centrepoint, Shoemart, Home Centre, Emax, Fitness First, to Fun City, to name a few, our brands span across a multitude of categories, enriching the lives of countless families over the past decade.LANDMARK DIGITALLandmark Digital is the dynamic digital arm of Landmark Group (Retail), serving as the cornerstone of our omnichannel business strategy. Headquartered in Dubai, UAE, with a strong technology and development hub in Bengaluru, we build and scale digital products, platforms, and experiences that power our retail businesses across multiple markets.We oversee the digital landscape of eight leading brands across diverse geographies, with ambitious plans for expansion into new territories and functions. Joining us means becoming a vital part of the Middle East's most significant bricks-to-clicks success story, boasting an impressive year-on-year growth rate exceeding 100%. Comprising a talented workforce of over 700 professionals across diverse domains, Landmark Digital spearheads various functions including Enterprise and E-commerce Tech, Product Management, User Design, and MarTech, among others. With our futuristic outlook, we are committed to delivering seamless digital experiences to our customers.At Landmark Digital, we cultivate an agile work culture, empowering you to make impactful decisions from day one within collaborative squads comprising professionals from over 20 nationalities. Additionally, our dedicated software development center in Bangalore, India, offers opportunities for incubation, design, and optimization of digital products. Working at Landmark Digital means engaging with cutting-edge technologies, including Enterprise and E-commerce tech, headless commerce, Java Spring Boot, React Native, React frontend, and Azure Cloud solutions, providing an enriching environment for professional growth and development.In addition to competitive remuneration and benefits, we prioritize continuous learning and growth through dedicated training and upskilling initiatives. Furthermore, our vibrant workplace culture fosters camaraderie through various team events, celebrations, and recreational amenities, ensuring a fulfilling experience both personally and professionally. Come be a part of Landmark Digital, where innovation, collaboration, and growth converge to redefine the digital retail landscape.JOB PURPOSELead and manage IT support operations across retail stores, warehouses, and corporate office, ensuring high availability of Microsoft Dynamics 365 ERP, retail systems, store technology, and end-user services. The role is responsible for delivering reliable IT services, driving operational excellence, managing support teams and vendors, and ensuring minimal disruption to business operations.JOB DESCRIPTIONKey ResponsibilitiesService & Operations ManagementOwn incident, problem, change, and service request management processes.Ensure agreed SLAs, service availability, and user satisfaction targets are achieved.Lead major incident resolution and root cause analysis.Drive continuous service improvement initiatives.Microsoft Dynamics 365 & Retail Systems SupportManage support for Microsoft Dynamics 365 ERP and related retail applications.Ensure stability of POS, inventory, supply chain, finance, and store operations systems.Coordinate with central Digital team and vendors for L3 support, upgrades, and enhancements.Store Technology SupportOversee support for POS devices, payment systems, printers, scanners, networks, and store infrastructure.Ensure business continuity during trading hours and peak sales periods.Support new store openings, relocations, and technology rollouts.Team & Vendor ManagementLead the IT support team consisting of EUC, L1 and L2 support and manage escalation processes.Develop team capability through coaching, mentoring, and training.Manage vendor performance, support contracts, and service reviews.Governance & ReportingMonitor operational KPIs including SLA compliance, MTTR, system availability, and incident trends.Ensure adherence to IT security, compliance, and operational standards.Prepare management reports and executive updates.Will report to the Head of IT infrastructure and IT services at Landmark DigitalKNOWLEDGE & EXPERIENCERequired Experience10+ years of IT support and operations experience.5+ years in a leadership role within retail or multi-site operations.Strong experience supporting Microsoft Dynamics 365 ERP.Experience managing IT vendors and outsourced support services.Good understanding of retail store technology and support operations.Technical SkillsMicrosoft Dynamics 365 (Finance, Supply Chain, Retail/Commerce)Microsoft 365 and AzureITSM / ITIL practicesRetail POS and payment systemsWindows, networking, endpoint management, and infrastructure supportService monitoring and reporting toolsEssential Soft SkillsStrong leadership and people managementExcellent stakeholder and vendor managementCustomer-first mindset with strong service orientationEffective communication and presentation skillsProblem-solving and analytical thinkingConflict resolution and negotiation skillsAbility to lead change and continuous improvementCollaboration and cross-functional teamworkPlanning, prioritisation, and organisational skillsWork Mode: Work from OfficeLocation : Dubai