Information Technology Support Manager

Landmark Group; Kuala Lumpur; On-site; MYR 490,000 - 735,000; Full time

Job summary

Landmark Group is seeking an experienced IT leader to oversee support operations across retail stores, warehouses, and corporate offices. The role ensures high availability of Microsoft Dynamics 365 ERP, retail systems, store technology, and end-user services with focus on service excellence and vendor coordination.

Lead a team across EUC, L1 and L2 support, drive governance, security, and operational KPIs, and report to the Head of IT Infrastructure.

Qualifications

• Experience leading IT support and operations in multi-site environments.
• Strong experience with Microsoft Dynamics 365 ERP.
• Experience managing IT vendors and outsourced support.
• Knowledge of retail store technology and support operations.

Responsibilities

• Own incident, problem, change, and service request management processes.
• Ensure SLAs and system availability targets are met.
• Lead major incident resolution and root cause analysis.
• Manage L3 support, upgrades, and vendor coordination for Dynamics 365 and related systems.
• Oversee store technology support including POS devices and networks.
• Coach and develop the Emax support team and manage vendor contracts.

Skills

IT leadership

Vendor management

ITIL/ITSM

Dynamics 365

Retail systems

Store technology

Tools

Microsoft Dynamics 365

Microsoft 365 & Azure

ITSM/ITIL

Retail POS systems

Windows & Networking

Job description

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.

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.

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.

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.
• 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

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