MS Dynamics ERP Support_Retail

Key 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 Emax 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 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.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 skills