MS Dynamics ERP Support_Retail

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