Director, Business Systems - Service Platform & Automation

About the role

Ingram Micro is looking for a Director, Business Systems - Service Platform & Automation in Barcelona. The role is accountable for the strategy, delivery and operational excellence of mission-critical systems supporting customer, back office and support operations. It covers the full lifecycle of platforms such as Zendesk, Gainsight, Formscape, custom plugins, AI-driven bots and automation, and legacy systems, and leads platform modernization and AI enablement.

Key responsibilities

• Own the full product and platform lifecycle and define an AI enablement strategy aligned to business outcomes, with outcome-based KPIs such as MTTR, CSAT, deflection and cost-to-serve.
• Lead delivery of enhancements, integrations, custom development and modernization, shifting from reactive delivery to roadmap-driven, outcome-oriented execution.
• Oversee implementation and optimization of AI capabilities such as agent assist, conversational bots, workflow automation and insight generation, with feedback loops to tune performance.
• Ensure platform health, availability and reliability, including incident, problem and change management, and reduce recurring incidents and manual workarounds.
• Act as a strategic technology and AI partner to business leaders, defining KPIs and communicating technical concepts clearly to executives.
• Own vendor relationships for Zendesk, Formscape and other platforms, hold vendors accountable beyond SLAs, and manage platform and AI investment budgets.
• Build and lead a team across platform ownership, delivery, engineering, AI enablement and operations, developing AI literacy across the team.

Required profile

• 10+ years of experience leading enterprise business systems across delivery, support and modernization.
• Proven experience implementing and scaling AI-enabled solutions in service, support or operational environments.
• Demonstrated ability to link technology and AI investments to business KPIs and outcomes.
• Strong executive communication, stakeholder management and vendor leadership skills.

Required skills

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