MS Dynamics ERP Support Retail

Teamware Solutions Inc.; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

Teamware Solutions Inc. in Dubai seeks an experienced head of IT operations to own incident, problem, change and service request processes, ensuring SLAs and user satisfaction.

You will manage Microsoft Dynamics 365 ERP and related retail applications, oversee POS, inventory, and store systems, coordinating with vendors for L3 support, upgrades and enhancements. Lead the EMEA/MENA multi-site support team, drive governance, monitor KPIs, and report to the Head of IT infrastructure and IT services

Qualifications

• 15+ years of IT support and operations experience in complex environments.
• 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.

Responsibilities

• 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.
• 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.

Skills

Incident & problem management

SLA management

Leadership

Vendor management

ITIL practices

Retail tech knowledge

Tools

Microsoft Dynamics 365

Azure

POS systems

ITSM tools

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 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 & 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

• 15+ 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