Director, AI-Driven Service Platforms & Transformation

Ingram Micro; Bellprat; Presencial; EUR 110.000 - 160.000; Jornada completa

Descripción de la vacante

Ingram Micro is seeking a Director, Business Systems – Service Platforms & Automation to own the full platform lifecycle for Zendesk, Gainsight, Formscape, AI bots, and automation across customer service and operations. You will define a clear AI strategy, ensure secure, scalable platforms, and align roadmaps to KPI outcomes such as MTTR and CSAT.

You will lead modernization efforts, champion AI-driven improvements, and collaborate with Support, Sales, and Operations to realize measurable value

Formación

• Proven experience leading enterprise business systems across delivery, support, and modernization.
• Experience scaling AI-enabled solutions in service, support, or operations.
• Strong executive communication and stakeholder management skills.

Responsabilidades

• Own platform strategy and lifecycle for Zendesk, Gainsight, Formscape, custom apps, AI bots, automation, and legacy systems.
• Define governance, security, and scalability of platforms and AI capabilities.
• Lead modernization initiatives, drive AI-enabled improvements, and ensure measurable KPI outcomes.
• Partner with business leaders to translate strategy into execution and value realization.
• Manage vendor relationships and budgets to maximize ROI and drive innovation.

Conocimientos

AI enablement

Executive communication

SaaS platforms

Vendor leadership

Stakeholder management

Systems integration

Descripción del empleo

Ingram Micro is seeking a Director, Business Systems – Service Platforms & Automation to own the full platform lifecycle for Zendesk, Gainsight, Formscape, AI bots, and automation across customer service and operations. You will define a clear AI strategy, ensure secure, scalable platforms, and align roadmaps to KPI outcomes such as MTTR and CSAT.

You will lead modernization efforts, champion AI-driven improvements, and collaborate with Support, Sales, and Operations to realize measurable value