Director of AI-Powered Service Platforms

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

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.