Director, Business Systems – Service Platform & Automation - Ingram Micro

Ingram Micro; Santander; Presencial; EUR 130.000 - 180.000; Jornada completa

Descripción de la vacante

Ingram Micro is seeking a Director of Business Systems to own the strategy and delivery of service platforms and automation, elevating customer and operations experiences. You will guide platform modernization and AI-enabled capabilities, partnering with Support, Sales, and Operations to turn platforms into intelligent, outcome-driven solutions.

Your work directly impacts KPIs like CSAT and MTTR and helps shape a scalable, secure technology foundation.

Formación

• Lead platform lifecycle for Zendesk, Gainsight, Formscape, and AI bots.
• Define and execute platform/AI enablement strategy aligned to outcomes.
• Establish AI vision with high-value use cases (agent assist, automation).
• Ensure secure, scalable, ethical, and sustainable platform design.
• Align roadmaps to outcome-based KPIs (MTTR, CSAT, deflection, cost-to-serve).
• Lead delivery of enhancements, integrations, modernization initiatives.
• Identify AI/automation opportunities to improve performance and user experience.
• Shift to roadmap-driven, outcome-oriented delivery.

Responsabilidades

• Own platform lifecycle for Zendesk, Gainsight, Formscape, AI bots and legacy systems.
• Define and execute platform/AI enablement strategy aligned to transformation goals.
• Establish AI vision with high-value use cases (agent assist, automation, routing).
• Ensure secure, scalable platform design with governance and risk alignment.
• Oversee AI capabilities (agent assist, chatbots, knowledge surfacing).
• Run and improve platform reliability, incident and change management.
• Collaborate with business leaders to define KPIs and measure success.

Conocimientos

Executive communication

Stakeholder management

Vendor leadership

AI strategy

Platform modernization

SaaS integrations

Zendesk

Gainsight

Formscape

Leadership

Strategic thinking

Herramientas

Zendesk

Gainsight

Formscape

Descripción del empleo

As Director, you own the strategy and delivery of service platforms and automation to elevate customer and operations experiences. You will guide platform modernization and AI-enabled capabilities, partnering with Support, Sales, and Operations to turn platforms into intelligent, outcome-driven solutions. Your work directly impacts KPIs like CSAT and MTTR while shaping a scalable, secure technology foundation. This is a chance to lead transformation at scale and partner with executives to drive innovation.

• Own platform lifecycle for Zendesk, Gainsight, Formscape, custom apps, AI bots, and legacy systems
• Define and execute platform/AI enablement strategy aligned to outcomes and transformation goals
• Establish AI vision with high-value use cases (agent assist, automation, routing, knowledge optimization, self-service)
• Ensure secure, scalable, ethical, and sustainable platform design
• Align roadmaps to outcome-based KPIs (MTTR, CSAT, deflection, cost-to-serve)
• Lead delivery of enhancements, integrations, modernization initiatives
• Identify AI/automation opportunities to improve performance and user experience
• Shift to roadmap-driven, outcome-oriented delivery
• Oversee AI capabilities (agent assist, chatbots, knowledge surfacing, automation)
• Establish governance, security, and risk alignment for AI adoption
• Run and improve platform reliability, incident and change management
• Collaborate with business leaders to define KPIs and measure success
• Manage vendor relationships and platform investments for ROI and scalability
• Build and lead a high-performing, AI-lac knowledge-enabled team
• Foster ownership, experimentation, and continuous improvement
• 10+ years leading enterprise business systems with ownership across delivery, support, and modernization
• Experience implementing and scaling AI-enabled solutions in service or operations
• Strong experience with SaaS platforms (Zendesk) and integrations
• Proven ability to link technology and AI investments to KPIs and outcomes
• Strong executive communication, stakeholder management, and vendor leadership skills
• leadership and team-building
• strategic thinking and business partnering
• Gainsight
• Formscape

Director, Business Systems – Service Platform & Automation - Ingram Micro • santander, cantabria, es