Sr. Manager, Technical Engineering

ingrammicro; Mississauga; Hybrid; CAD 120,000 - 180,000; Full time

Job summary

Ingram Micro in Mississauga, Ontario, is seeking a hands-on senior people leader to own the Microsoft support partnership end to end. This is a highly accountable role overseeing the contract, SLA framework, escalation pathways, and a global vendor technical support team.

The ideal candidate has extensive experience with the Microsoft partner ecosystem, including Unified or Premier Support, Partner Center, severity management, CSAM, Modern Work and Azure.

Responsibilities

• Own the Microsoft support contract end to end: entitlements, consumption, amendments, renewal readiness.
• Set and defend SLAs and success metrics: initial response, resolution, MTTR, escalation by severity.
• Design end-to-end escalation architecture with severity definitions and after-hours coverage.
• Lead the senior escalation point for high-impact Microsoft portfolio issues and drive resolutions.
• Build and mentor a global team of vendor technical support engineers and manage career growth.
• Define vendor performance scorecards and ensure data hygiene across dashboards.
• Use automation to streamline case exchange and AI-assisted workflows in the vendor queue.

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart. Learn more at www.ingrammicro.com

Ingram Micro has earned Great Place to Work Certification for 2026-2027 in Canada! This prestigious recognition reflects our commitment to our people and our culture. Ingram Micro Canada has also been recognized on the Canadian 2026 Best Workplaces in Technology list .

Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!

This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely.

Position Summary: Seeking a hands-on senior people leader to own the Microsoft support partnership end to end. This is a highly accountable ownership role with responsibility for the contract, SLA framework, escalation pathways, and leadership of a global Vendor Technical Support team. Success is defined by building a partnership that operates through disciplined processes rather than individual effort, with measurable commitments, clear ownership, a respected governance cadence, and a team equipped to address real-world support demands. Extensive experience within the Microsoft partner ecosystem is essential, including Unified or Premier Support agreements, Partner Center, severity and escalation management, CSAM engagement, and broad exposure across the Microsoft portfolio, including Modern Work (M365) and Azure. This opportunity is well suited for a leader who thrives on owning and driving accountability for strategic vendor relationships.

Responsibilities:

• Own the contract:

  Own the Microsoft support contract end to end: entitlements, consumption, amendments, and renewal readiness. Know the terms cold and keep a complete, current view of them.

  Turn every verbal commitment from the vendor into a dated, owned action in a gaps-and-commitments tracker. Nothing lives on a promise.

  Partner with Strategic Sourcing, Legal, and Finance on terms, amendments, consumption caps, and cost allocation.

• Set the SLAs and hold the line:

  Define and negotiate vendor SLAs and success metrics: initial response, resolution and MTTR, and escalation response by severity.

  Hold the vendor accountable to them with data, every week. Flag misses early and drive them to closure.

  Run aged-case governance with the vendor: named owners, weekly closure plans by bucket, and structured escalation into vendor product and engineering groups when cases stall.

• Build and run the escalation paths:

  Design the end-to-end escalation architecture with the vendor: severity definitions and intake, critical-situation paths, after-hours coverage, and named routing so no case depends on a single individual.

  Own the governance rhythm: weekly operational syncs, monthly steering committees, quarterly business reviews, and executive onsite.

• Lead from the front:

  Be the senior escalation point for high-impact customer issues across the Microsoft portfolio. Personally drive the most critical cases to resolution.

  Get on the phone with partners and customers during critical escalations. Visible, calm, accountable.

  Run root cause analysis on the escalations that keep coming back, and feed what you learn into problem management, so they stop coming back.

• Lead the team:

  Build, mentor, and develop a global team of vendor technical support engineers. Own performance management and career growth for your people.

  Hire and train for the workload mix we actually see. Build depth across Modern Work (M365) alongside the rest of the Microsoft portfolio.

  Design sustainable coverage: follow-the-sun, on-call, and weekend rotation that protects both customers and people.

• Manage the numbers and the reporting:

  Define and own the vendor performance scorecard: MTTR end to end and vendor-controlled, escalation rate, aged backlog, SLA attainment, and CSAT. Flag trends and risks early.

  Hold the line on data hygiene. Vendor case IDs captured at source, dashboards reconciled to a single version of the truth, and data leadership can actually trust.

  Pull together the weekly read for leadership: what is happening, what is at risk, and what you recommend.

• Use automation to lighten the load:

  Drive API-based case exchange (eBonding) between our ticketing platform and vendor systems so escalation runs on rails, not swivel chairs.

  Champion AI-assisted workflows across the vendor queue: triage, case pre-population, and automated follow-up on aging vendor tickets.

  Keep vendor knowledge access a