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

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.

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• 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, xcskxlj 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

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