Microsoft Dynamics 365_IT Support_Retail& e commerce

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.Drive continuous improvement initiatives to enhance system reliability, support efficiency, and user experience.Collaborate with cross-functional business teams (retail operations, supply chain, planning & buying, Supply Chain and Finance) to align IT support with business prioritiesDevelop and maintain disaster recovery and business continuity plans for critical business applicationsEnsure robust support models for store technology, warehouse systems and corporate end-user services.Lead major incident resolution and root cause analysis.Microsoft Dynamics 365 & Retail Systems SupportManage support for Microsoft Dynamics 365 ERP, Retail Planning, warehouse management and other applications.Ensure stability of POS, warehouse inventory, supply chain, finance, and store operations systems.Ensure stability & business continuity of warehouse operations during shipping, receiving, inventory management and peak fulfilment periods.Coordinate with central Digital team and vendors for L3 support, upgrades, and enhancements.Store, Warehoue & e-commerce 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 technology infrastructure for e-commerce fulfilment centres including click & collect, ship from store and direct to customer fulfilment models.Provide priority support during high-volume and e-commerce events to ensure order accuracy and on-time dispatch.Support new store & warehouse openings, relocations, warehouse expansions and technology rollouts.Manage network & infrastructure and connectivity across warehouse floors, store floors including wireless coverage for mobile & handheld devices.Team & Vendor ManagementLead the Wowmart support team consisting of EUC, L1 and L2 support for infrastructure, network, applications & integrations and manage escalation processes.Develop team capability through coaching, mentoring, and training.Manage vendor performance, support contracts, internal & external Audits, 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 Experience15+ 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 24/7 across GCC countries.Good understanding of retail stores, e-commerce & warehouse technology and support operations.Technical SkillsMicrosoft Dynamics 365 (Finance, Supply Chain, Retail/Commerce)Microsoft 365 and AzureITSM / ITIL practicesRetail POS, Retail Planning, Warehouse and payment systemsWindows, networking, endpoint management, and infrastructure supportCybersecurity platforms, endpoint protection, vulnerability management, DLP, SOC monitoring, and access management.Service-monitoring, reporting, ticketing, and operational-dashboard tools.Backup, disaster recovery, business continuity, and technology lifecycle management.Essential 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 skills