Information Technology Support Manager

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.
• 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

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