MS Dynamics ERP Support_Retail

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

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

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