Senior Dynamics 365 ERP & Retail IT Ops Lead

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

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