Director, Business Systems – Service Platform & Automation

Summary:TheDirector Business Systems Service Platforms & Automation is accountable for the strategy delivery and operational excellence of several mission-critical systems supporting Ingram Micros customer backofficeand support operations. This leader owns the full lifecycle of platforms including ZendeskGainsightcustomplugin-ins AI-driven bots/automation and legacysystems ensuring solutions are stable scalable secure and continuously enhanced to drive measurable improvements in user and business KPIs.

The 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 businessstakeholders 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.

Key Responsibilities

Platform Ownership Strategy & AI Enablement

• Own the full product and platform lifecycle for Zendesk GainsightFormscape custom applications AI bots automation solutions and legacy systems.

• Define and execute a platform and AI enablement strategy aligned to business outcomes scalability and long-term transformation goals.

• Establish a clear AI vision for platformsidentifyinghigh-value use cases (e.g. agentassist automation intelligent routing knowledge optimization self-service deflection).

• Ensure platforms and AI capabilities are designed and governed to be secure scalable ethical and operationally sustainable.

• Align roadmaps to explicit outcome-based KPIs (e.g. MTTR CSAT deflection cost-to-serve) not just feature delivery.

Delivery Modernization & Continuous Improvement

• Lead delivery of system enhancements integrations custom development and modernization initiatives across the portfolio.

• Proactivelyidentifyopportunities where AI and automation can materially improve performance scale or user experience.

• Drive modernization of workflows and architectures to remove constraints that limit effective automation or AI adoption.

• Ensure enhancements are delivered with clear value hypotheses success metrics andpostimplementationperformance validation.

• Shift the operating model from reactive request-based delivery to roadmap-driven outcome-oriented execution.

AI Execution & Operationalization

• Oversee implementation and continuous optimization of AI capabilities such as:

• Agentassistand intelligent knowledge surfacing

• Conversational bots and deflection models

• Workflow and decision automation

• Insight generation from conversational and operational data

• Establish feedback loops to continuously train tune and improve AI performance based on real-world usage and results for key platforms

• Partner with security legal and enterprise architecture teams to ensure AI adoption aligns with governance and risk standards.

Run Support & Platform Reliability

• Accountable for platform health availability and reliability including incidentproblem and change management.

• Ensure AI-enabled capabilities are operationally stable observable and supported with clear ownership and escalation models.

• Reduce recurring incidents manual workarounds and operational friction through targetedplatformand AI enhancements.

Business Partnership & Value Realization

• Act as a strategic technology and AI partner to business leaders proactively shaping solutions rather than reacting to requests.

• Collaborate with stakeholders to define KPIs and success measures for platform and AI initiatives.

• Regularly review performance against KPIs and recommend course correctionsadditionalautomation or reprioritization.

• Communicate complex technical and AI concepts in clear business-oriented language for executive audiences.

Vendor & Financial Management

• Own vendor relationships for ZendeskFormscapeand other key platforms.

• Hold vendors accountable for innovation AI advancement delivery quality and realized outcomesnot just SLAs.

• Manage platform and AI investment budgets ensuring strong ROI and scalability.

Team Leadership

• Build and lead a high-performing team across platform ownership delivery engineering AI enablement and operations.

• Develop AI literacy and modern skill sets across the team.

• Foster a culture of ownership experimentation continuous improvement and outcome-driven execution.

What Success Looks Like in 612 Months

• A clear executable platform transformation and AI enablement strategy is in place and actively delivering value.

• AI capabilities are embedded into core service workflows and are driving measurable KPI improvements.

• Platforms are more stable scalable and easier to enhance with reduced operational and technical debt.

• Business leaders view the function as a strategic partner and AI leader not just a systems owner.

• Vendorsoperateas true partnerscontributinginnovation and impact.

• A strong transformation-oriented team is in place with clear ownership and modern capabilities.

Key Qualifications

• 10 years of experience leading enterprise business systems with ownership across delivery support and modernization.

• Proven experience implementing and scaling AI-enabled solutions in service support or operational environments.

• Strong experience with SaaS platforms (Zendesk or similar) custom development and systems integration.

• Demonstrated ability to link technology and AI investments to business KPIs and outcomes.

• Strong executive communication stakeholder management and vendor leadership skills.