Dynamics 365 ERP Operations Lead for Retail IT

Teamware Solutions Inc.; United Arab Emirates; On-site; AED 446,000 - 781,000; Full time

Job summary

Teamware Solutions Inc. is seeking a senior leader to oversee Service & Operations Management, Microsoft Dynamics 365 and Retail Systems Support, Store Technology Support, and Vendor Management across multi-site retail operations.

You will drive governance, reporting, and continuous improvement while ensuring SLAs, system stability, and business continuity during peak periods. Leadership experience in retail IT environments is essential.

Qualifications

• 15+ years in IT support and operations.
• 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.
• Good understanding of retail store technology and support operations.

Responsibilities

• Own incident, problem, change, and service request management processes.
• Ensure SLAs and user satisfaction targets are met.
• Lead major incident resolution and root cause analysis.
• Drive continuous service improvement initiatives.
• Manage 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.
• Oversee 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.
• Lead the Emax support team and manage escalation processes.
• Develop team capability through coaching, mentoring, and training.
• Manage vendor performance, support contracts, and service reviews.
• Monitor KPIs like SLA compliance, MTTR, system availability, and incident trends.
• Ensure adherence to IT security, compliance, and standards.
• Prepare management reports and executive updates.

Skills

Leadership

Stakeholder management

Customer-first mindset

Communication skills

Problem-solving

Conflict resolution

Change management

Cross-functional collaboration

Planning & prioritisation

Tools

Microsoft Dynamics 365

Microsoft 365 & Azure

ITSM / ITIL

Retail POS & payments

Windows & Networking

Service monitoring tools

Job description

Teamware Solutions Inc. is seeking a senior leader to oversee Service & Operations Management, Microsoft Dynamics 365 and Retail Systems Support, Store Technology Support, and Vendor Management across multi-site retail operations.

You will drive governance, reporting, and continuous improvement while ensuring SLAs, system stability, and business continuity during peak periods. Leadership experience in retail IT environments is essential.