Microsoft Dynamics ERP & Retail Support Lead

About the role

This senior position is responsible for the end‑to‑end support of Microsoft Dynamics 365 ERP and retail technology across a multi‑site retail network in the United Arab Emirates. Reporting to the Head of IT Infrastructure and IT Services at Landmark Digital, you will ensure service continuity, lead a support team and manage vendor relationships.

Key responsibilities

• Own incident, problem, change and service request management, meeting SLA and availability targets.
• Lead major incident resolution, root‑cause analysis and continuous service improvement.
• Support Microsoft Dynamics 365 Finance, Supply Chain, Retail/Commerce and related POS, inventory and store systems.
• Oversee POS devices, payment terminals, printers, scanners and store network infrastructure, especially during peak periods.
• Manage the Emax support team (L1/L2/EUC) and coordinate L3 escalation with the central Digital team and vendors.
• Monitor KPIs such as MTTR, SLA compliance and system availability, and produce executive reports.

Required profile

• 15+ years of IT support and operations experience, with at least 5 years in a leadership role within retail or multi‑site environments.
• Proven experience supporting Microsoft Dynamics 365 ERP and retail applications.
• Strong vendor management and ability to drive service contracts and performance reviews.
• Customer‑first mindset and excellent communication skills for stakeholder engagement.

Required 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