Information Technology Support Manager

Landmark Group; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

LANDMARK GROUP in Dubai is seeking an experienced IT Operations Leader to oversee support for Microsoft Dynamics 365 ERP, retail systems, and store technology across our stores, warehouses, and offices.

You will lead EUC, L1/L2 teams, manage vendors, drive service improvements, and ensure security, compliance, and smooth IT services during peak periods.

This role reports to Head of IT Infrastructure and IT services at Landmark Digital, supporting a fast‑growing omnichannel business.

Qualifications

• 10+ years in IT support and operations.
• 5+ years in leadership in multi-site retail.
• Strong experience with Microsoft Dynamics 365 ERP.
• Experience managing IT vendors and outsourced support.
• Knowledge of retail store technology and operations.

Responsibilities

• Own incident, problem, change, and service requests.
• Maintain SLAs and system availability; ensure user satisfaction.
• Lead major incidents and root cause analysis.
• Coordinate with Digital team and vendors for L3 support, upgrades, enhancements.
• Monitor operational KPIs including SLA compliance, MTTR, system availability.

Skills

Leadership

Dynamics 365

Vendor management

Retail IT

ITIL

Stakeholder mgmt

Cross-functional

Team coaching

Customer focus

Tools

Dynamics 365

Azure

ITSM tools

POS systems

Monitoring tools

Job description

LANDMARK GROUP

Our 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 DIGITAL

Landmark 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 PURPOSE

Lead 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 DESCRIPTION

Key Responsibilities

Service & Operations Management

• Own 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 Support

• 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.

Store Technology Support

• 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.

Team & Vendor Management

• Lead 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 & Reporting

• Monitor 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 Digital

KNOWLEDGE & EXPERIENCE

Required Experience

• 10+ 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 Skills

• Microsoft Dynamics 365 (Finance, Supply Chain, Retail/Commerce)
• Microsoft 365 and Azure
• ITSM / ITIL practices
• Retail POS and payment systems
• Windows, networking, endpoint management, and infrastructure support
• Service monitoring and reporting tools

Essential Soft Skills

• Strong leadership and people management
• Excellent stakeholder and vendor management
• Customer-first mindset with strong service orientation
• Effective communication and presentation skills
• Problem-solving and analytical thinking
• Conflict resolution and negotiation skills
• Ability to lead change and continuous improvement
• Collaboration and cross-functional teamwork
• Planning, prioritisation, and organisational skills

Work Mode: Work from Office

Location : Dubai