Director, AI-Driven Platform & Service Innovation

Ingram Micro; Santander; On-site; EUR 120,000 - 180,000; Full time

Job summary

Ingram Micro is seeking a Director of Business Systems – Service Platforms & AI Enablement to steer the strategy, delivery, and modernization of critical platforms including Zendesk, Gainsight, and custom AI-enabled solutions.

The role partners with Support, Sales, and Operations to translate strategic goals into measurable improvements in user and business KPIs, driving platform reliability, cost efficiency, and scalable innovation.

Qualifications

• 10+ years of experience leading enterprise business systems with ownership across delivery, support, and modernization.
• Proven experience implementing and scaling AI-enabled solutions in service, support, or operational environments.
• Strong executive communication and stakeholder management skills.

Responsibilities

• Own the full product and platform lifecycle for Zendesk, Gainsight, Formscape, custom applications, AI bots, automation solutions, and legacy systems.
• Define and execute a platform and AI enablement strategy aligned to business outcomes and long-term transformation goals.
• Establish a clear AI vision for platforms and identify high-value use cases (agent assist, automation, intelligent routing).
• Ensure platforms and AI capabilities are secure, scalable, ethical, and sustainable.
• Align roadmaps to KPI outcomes (MTTR, CSAT, deflection, cost-to-serve).
• Lead delivery of system enhancements, integrations, and modernization initiatives.
• Drive modernization of workflows and architectures to enable AI adoption and value realization.
• Oversee AI capabilities: agent assist, knowledge surfacing, bots, automation, insights.
• Establish post-implementation validation and measurable performance improvements.
• Maintain platform reliability with incident, change, and support processes.
• Partner with business leaders to define KPIs and ensure value realization.
• Manage vendor relationships for key platforms and AI investments.

Skills

Executive communication

Stakeholder management

Vendor leadership

SaaS platforms

Platform modernization

Tools

Zendesk

Formscape

Custom development

Systems integration

Job description

Ingram Micro is seeking a Director of Business Systems – Service Platforms & AI Enablement to steer the strategy, delivery, and modernization of critical platforms including Zendesk, Gainsight, and custom AI-enabled solutions.

The role partners with Support, Sales, and Operations to translate strategic goals into measurable improvements in user and business KPIs, driving platform reliability, cost efficiency, and scalable innovation.