Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely.

The Manager, Business Platform Operations is responsible for leading the global strategy, operations, and transformation of Ingram Micro's Zendesk platform. Zendesk serves as a critical business platform supporting customer experience, support operations, AI enablement, workflow automation, and enterprise service delivery across multiple global organizations. This leader will manage a global team responsible for platform operations, support, enablement, governance, integrations, reporting, and continuous improvement while driving adoption of AI-powered capabilities, self-service solutions, and operational best practices.

The role combines strategic leadership with operational execution and is accountable for scaling the platform, modernizing support operations, improving customer outcomes, and enabling business transformation through technology.

Business Systems

Strategy &

• Platform Leadership Define and execute the roadmap for Zendesk and supporting business systems. Partner with business leaders to identify opportunities for process optimization, standardization, and automation. Drive platform governance, operating standards, and continuous improvement initiatives. Serve as a trusted advisor to leaders on technology strategy, operational excellence, and support transformation. Lead global operations, administration, governance, and support for Zendesk and associated business systems. Establish and manage operational KPIs, service levels, support models, and governance processes. Drive improvements in SLA attainment, MTTR, customer satisfaction, and platform adoption. Oversee platform health, compliance, risk management, and business continuity planning. Build organizational capability through capacity management, recruitment, coaching, mentoring, and succession planning. Foster a high-performing culture focused on accountability, innovation, collaboration, and customer experience. Establish performance objectives, operational metrics, and development plans for team members. Drive effective collaboration across North America, EMEA, APAC, and other global regions.



Create a scalable operating model that supports growth, increasing platform adoption, and business expansion. AI, Automation &

• Digital Transformation Drive implementation of AI-powered capabilities including AI Agents, Agent Assist, intelligent routing, workflow automation, knowledge recommendations, and self-service experiences. Partner with Product, Engineering, Data, and Business teams to identify opportunities to improve productivity and customer experience through AI. Evaluate emerging technologies and recommend investments that support long-term business objectives. Enablement, Training &

• Knowledge Management Own the global enablement strategy for Zendesk and related business systems. Drive user adoption and organizational maturity through training, communications, and best practice programs. Lead knowledge management initiatives supporting self-service, AI enablement, and operational excellence. Ensure platform documentation, knowledge articles, training materials, and operational procedures remain current and effective. Stakeholder, Vendor &

• Financial Management Build strong partnerships with business leaders, technology teams, and executive stakeholders. Act as the primary liaison between business functions, platform teams, software development teams, and external vendors. Manage platform budgets, vendor relationships, licensing, contract negotiations, and renewals. Lead governance reviews, roadmap discussions, and Quarterly Business Reviews. Communicate platform performance, strategic priorities, risks, and business value to senior leadership. Platform availability and reliability SLA attainment and operational performance Customer Satisfaction (CSAT) improvement Successful platform rollouts and business outcomes Budget management and vendor performance Bachelor's degree in computer science, Information Technology, or related field. ~8-10+ years of experience leading enterprise business systems, service management platforms, customer support technologies, or operational technology teams. ~5+ years of people leadership experience managing global teams. ~ Experience leading enterprise-wide technology implementations, platform operations, or digital transformation initiatives.



~ Demonstrated success driving operational excellence, process improvement, and technology adoption. ~ Experience leveraging automation and AI technologies to improve business performance. ~ Robust stakeholder management and executive communication skills. ~ Experience managing vendors, budgets, and strategic technology partnerships. ~ Experience leading platforms such as Zendesk, ServiceNow, Freshworks, Dynamics, or similar enterprise technologies.

Experience supporting global customer support, customer experience, or service delivery organizations.

Experience implementing AI-enabled service management and support technologies.

Experience with enterprise integrations, automation platforms, and customer experience solutions. Relevant platform certifications or IT Service Management certifications. Use data, insights, and analytics to drive decision-making. Champion customer experience and operational excellence. Partner effectively with executives, business stakeholders, and technology leaders. The typical base pay range for this role across Canada is $140,000 -155,000 CAD per year.

At Ingram

Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. This email box is designed to assist with accommodations through the hiring process.

Ingram

Micro’s Commitment to ESG (Environment, Social & Governance) Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. With us, you'll make technology happen in surprising ways.

But the prospect of shaping the future through technology is something you're unlikely to find anywhere else.

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