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.
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.
- Drive continuous improvement initiatives to enhance system reliability, support efficiency, and user experience.
- Collaborate with cross-functional business teams (retail operations, supply chain, planning & buying, Supply Chain and Finance) to align IT support with business priorities
- Develop and maintain disaster recovery and business continuity plans for critical business applications
- Ensure robust support models for store technology, warehouse systems and corporate end-user services.
- Lead major incident resolution and root cause analysis.
Microsoft Dynamics 365 & Retail Systems Support
- Manage support for Microsoft Dynamics 365 ERP, Retail Planning, warehouse management and other applications.
- Ensure stability of POS, warehouse inventory, supply chain, finance, and store operations systems.
- Ensure stability & business continuity of warehouse operations during shipping, receiving, inventory management and peak fulfilment periods.
- Coordinate with central Digital team and vendors for L3 support, upgrades, and enhancements.
Store, Warehoue & e-commerce 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 technology infrastructure for e-commerce fulfilment centres including click & collect, ship from store and direct to customer fulfilment models.
- Provide priority support during high-volume and e-commerce events to ensure order accuracy and on-time dispatch.
- Support new store & warehouse openings, relocations, warehouse expansions and technology rollouts.
- Manage network & infrastructure and connectivity across warehouse floors, store floors including wireless coverage for mobile & handheld devices.
Team & Vendor Management
- Lead the Wowmart support team consisting of EUC, L1 and L2 support for infrastructure, network, applications & integrations and manage escalation processes.
- Develop team capability through coaching, mentoring, and training.
- Manage vendor performance, support contracts, internal & external Audits, 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 24/7 across GCC countries.
- Good understanding of retail stores, e-commerce & warehouse technology and support operations.
Technical Skills
- Microsoft Dynamics 365 (Finance, Supply Chain, Retail/Commerce)
- Microsoft 365 and Azure
- ITSM / ITIL practices
- Retail POS, Retail Planning, Warehouse and payment systems
- Windows, networking, endpoint management, and infrastructure support
- Cybersecurity platforms, endpoint protection, vulnerability management, DLP, SOC monitoring, and access management.
- Service-monitoring, reporting, ticketing, and operational-dashboard tools.
- Backup, disaster recovery, business continuity, and technology lifecycle management.
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
