IT Infra Manager – Retail Operations

Hire Rightt; Dubai; On-site; AED 254,000 - 304,000; Full time

Job summary

Hire Rightt is seeking an IT Infra Manager to lead retail IT operations across stores, warehouses, and offices in Dubai. You will ensure ERP stability, retail apps, and POS infrastructure while driving service delivery excellence and business continuity.

The role requires deep experience in Dynamics 365 ERP, POS systems, and multi-site IT management, with a focus on SLA adherence and operational performance. Dubai-based, on-site role with enterprise-level responsibilities.

Qualifications

• 15+ years of experience in IT support, infrastructure, and technology operations.
• Minimum 5 years in a leadership role within retail or multi-site environments.
• Strong experience supporting Microsoft Dynamics 365 ERP (Finance, Supply Chain, and Retail/Commerce).
• Good understanding of retail POS, payment systems, networking, and store technology.
• Strong knowledge of Microsoft 365, Azure, ITSM/ITIL, Windows, and endpoint management.

Responsibilities

• Lead IT support operations, including incident, problem, change, and service request management.
• Ensure SLA compliance, system availability, and high levels of user satisfaction.
• Manage Microsoft Dynamics 365 ERP and retail applications covering finance, supply chain, inventory, and store operations.
• Oversee POS systems, payment terminals, networks, printers, scanners, and store infrastructure.
• Ensure uninterrupted IT services during peak trading periods and support new store openings and technology rollouts.
• Lead EUC, L1, and L2 support teams, managing escalations, performance, and team development.
• Manage IT vendors, outsourced support services, contracts, and service performance.
• Monitor operational KPIs, lead root cause analysis, and drive continuous service improvement.
• Ensure compliance with IT security, governance, and operational standards.

Skills

Leadership

ITSM/ITIL

Incident management

Change management

ERP

Dynamics 365

POS systems

Azure

Microsoft 365

Windows

Security & compliance

Tools

Microsoft Dynamics 365 ERP

Azure

Microsoft 365

Windows

ITSM tools (e.g., ServiceNow)

Job description

Position Title : IT Infra Manager – Retail Operations

Location : Dubai, UAE

Department : IT Infrastructure & IT Services

Salary : AED 25000 per month

About the Role

We are seeking an experienced IT Support Manager to lead IT operations and service delivery across retail stores, warehouses, and corporate offices. The role will focus on ensuring the availability and stability of enterprise ERP systems, retail applications, POS infrastructure, and end-user services while driving operational excellence, team performance, and business continuity.

Key Responsibilities

• Lead IT support operations, including incident, problem, change, and service request management.
• Ensure SLA compliance, system availability, and high levels of user satisfaction.
• Manage Microsoft Dynamics 365 ERP and retail applications covering finance, supply chain, inventory, and store operations.
• Oversee POS systems, payment terminals, networks, printers, scanners, and store infrastructure.
• Ensure uninterrupted IT services during peak trading periods and support new store openings and technology rollouts.
• Lead EUC, L1, and L2 support teams, managing escalations, performance, and team development.
• Manage IT vendors, outsourced support services, contracts, and service performance.
• Monitor operational KPIs, lead root cause analysis, and drive continuous service improvement.
• Ensure compliance with IT security, governance, and operational standards.

Requirements & Experience

• 15+ years of experience in IT support, infrastructure, and technology operations.
• Minimum 5 years in a leadership role within retail or multi-site environments.
• Strong experience supporting Microsoft Dynamics 365 ERP (Finance, Supply Chain, and Retail/Commerce).
• Good understanding of retail POS, payment systems, networking, and store technology.
• Strong knowledge of Microsoft 365, Azure, ITSM/ITIL, Windows, and endpoint management.