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