ppbSummary: /bThe Director, Business Systems – Service Platforms Automation is accountable for the strategy, delivery, and operational excellence of several mission-critical systems supporting Ingram Micro's customer, back office and support operations. This leader owns the full lifecycle of platforms including Zendesk, Gainsight, custom plugin-ins, AI-driven bots/automation, and legacy systems, ensuring solutions are stable, scalable, secure, and continuously enhanced to drive measurable improvements in user and business KPIs. /p pThe Director is responsible not only for reliable delivery, support, and maintenance, but for proactively leading platform modernization and AI enablement initiatives that drive measurable improvements in user and business KPIs. This leader partners closely with business stakeholders in Support, Sales and Operations groups to define success metrics, translate strategy into execution, and ensure platforms evolve from transaction-processing systems into intelligent, performance-enabling solutions that will ensure Ingram Micro is at the forefront of innovation for customer experience. /p h3Key Responsibilities /h3 h3Platform Ownership, Strategy AI Enablement /h3 ullipOwn the full product and platform lifecycle for Zendesk, Gainsight, Formscape, custom applications, AI bots, automation solutions, and legacy systems. /p /li /ul ullipDefine and execute a platform and AI enablement strategy aligned to business outcomes, scalability, and long-term transformation goals. /p /li /ul ullipEstablish a clear AI vision for platforms, identifying high-value use cases (e.g., agent assist, automation, intelligent routing, knowledge optimization, self-service deflection). /p /li /ul ullipEnsure platforms and AI capabilities are designed and governed to be secure, scalable, ethical, and operationally sustainable. /p /li /ul ullipAlign roadmaps to explicit outcome-based KPIs (e.g., MTTR, CSAT, deflection, cost-to-serve), not just feature delivery. /p /li /ul h3Delivery, Modernization Continuous Improvement /h3 ullipLead delivery of system enhancements, integrations, custom development, and modernization initiatives across the portfolio. /p /li /ul ullipProactively identify opportunities where AI and automation can materially improve performance, scale, or user experience.



/p /li /ul ullipDrive modernization of workflows and architectures to remove constraints that limit effective automation or AI adoption. /p /li /ul ullipEnsure enhancements are delivered with clear value hypotheses, success metrics, and post-implementation performance validation. /p /li /ul ullipShift the operating model from reactive, request-based delivery to roadmap-driven, outcome-oriented execution. /p /li /ul h3AI Execution Operationalization /h3 ullipOversee implementation and continuous optimization of AI capabilities such as: /p /li /ul ullipAgent assist and intelligent knowledge surfacing /p /li /ul ullipConversational bots and deflection models /p /li /ul ullipWorkflow and decision automation /p /li /ul ullipInsight generation from conversational and operational data /p /li /ul ullipEstablish feedback loops to continuously train, tune, and improve AI performance based on real-world usage and results for key platforms /p /li /ul ullipPartner with security, legal, and enterprise architecture teams to ensure AI adoption aligns with governance and risk standards. /p /li /ul h3Run, Support Platform Reliability /h3 ullipAccountable for platform health, availability, and reliability, including incident, problem, and change management. /p /li /ul ullipEnsure AI-enabled capabilities are operationally stable, observable, and supported with clear ownership and escalation models. /p /li /ul ullipReduce recurring incidents, manual workarounds, and operational friction through targeted platform and AI enhancements. /p /li /ul h3Business Partnership Value Realization /h3 ullipAct as a strategic technology and AI partner to business leaders, proactively shaping solutions rather than reacting to requests. /p /li /ul ullipCollaborate with stakeholders to define KPIs and success measures for platform and AI initiatives. /p /li /ul ullipRegularly review performance against KPIs and recommend course corrections,



additional automation, or reprioritization. /p /li /ul ullipCommunicate complex technical and AI concepts in clear, business-oriented language for executive audiences. /p /li /ul h3Vendor Financial Management /h3 ullipOwn vendor relationships for Zendesk, Formscape and other key platforms. /p /li /ul ullipHold vendors accountable for innovation, AI advancement, delivery quality, and realized outcomes—not just SLAs. /p /li /ul ullipManage platform and AI investment budgets, ensuring strong ROI and scalability. /p /li /ul h3Team Leadership /h3 ullipBuild and lead a high-performing team across platform ownership, delivery, engineering, AI enablement, and operations. /p /li /ul ullipDevelop AI literacy and modern skill sets across the team. /p /li /ul ullipFoster a culture of ownership, experimentation, continuous improvement, and outcome-driven execution. /p /li /ul h3What Success Looks Like in 6-12 Months /h3 ullipA clear, executable platform transformation and AI enablement strategy is in place and actively delivering value. /p /li /ul ullipAI capabilities are embedded into core service workflows and are driving measurable KPI improvements. /p /li /ul ullipPlatforms are more stable, scalable, and easier to enhance with reduced operational and technical debt. /p /li /ul ullipBusiness leaders view the function as a strategic partner and AI leader, not just a systems owner. /p /li /ul ullipVendors operate as true partners contributing innovation and impact. /p /li /ul ullipA strong, transformation-oriented team is in place with clear ownership and modern capabilities. /p /li /ul h3Key Qualifications /h3 ullip10+ years of experience leading enterprise business systems with ownership across delivery, support, and modernization. /p /li /ul ullipProven experience implementing and scaling AI-enabled solutions in service, support, or operational environments. /p /li /ul ullipStrong experience with SaaS platforms (Zendesk or similar), custom development, and systems integration. /p /li /ul ullipDemonstrated ability to link technology and AI investments to business KPIs and outcomes. /p /li /ul ullipStrong executive communication, stakeholder management, and vendor leadership skills. /p /li /ul /p #J-18808-Ljbffr

📌 Director, Business Systems – Service Platform & Automation (Barcelona)
🏢 Ingram Micro
📍 Barcelona