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Service Delivery Manager

Santander, Spain
Job ID: 36459


Ingram Micro Cloud, a business unit of Ingram Micro, powers the world’s largest cloud marketplace, and is committed to helping our partners accelerate their digital business success by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to increase adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry.

Do you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?

Ingram Micro is seeking a Service Delivery manager focused on to provide a technical point-of-contact for IM-business units/sales branches/re-seller clients to win incremental business, earn client loyalty and retain / grow share through Ingram Micro. By establishing themselves as a conduit between Technical Support and the Sales, Vendor, and/or Re-seller client they support.

You will have a working understanding of sales enablement and demonstrate the ways in which Ingram Micro can add technical value in the sales enablement process. As well, as a subject matter export and point-of-contact into the Technical Support organization, will include receiving and managing/delegating solutions, and will include quoting opportunities on the re-seller partner’s behalf.

SDM needs to exhibit strong ownership and accountability, to ensure best-in-class service levels to enhance the ease of doing business with Ingram Micro.

SDM has an active knowledge of the Technical Support pipeline and will identify opportunities based on dollar value, the value of the support provided, and business intelligence collected, that collectively contribute to a higher probability for sales closure.

SDM will identify the characteristics of the opportunity to ensure the best solution for the business need was recommended.

You will also ensure quote accuracy at the account level, and if errors are found, will follow up with the team member involved and management to coach appropriately. Work with sales ownership – and the account directly – to increase visibility and ensure proper follow up to influence closure rate.

SDM's will focus some of their efforts toward growing IM market share, by working with leadership to identify target accounts using advancer/decliner lists and other business intelligence data, and by making jointly conducted out-calls with BU/MD/Sales reps, to assist in progressing the pipeline of sales leads to closure and assist in growing share or creating share shift to Ingram Micro.

SDM will work toward a growing engagement within the team they support to grow incremental synergies that result in more business for Ingram Micro.

Essential Skills, Experience & Requirements:

  • Bachelors’ Degree or industry leading technology certifications required.
  • Internal Ingram Micro employee require a minimum 1 – 3 years working experience within a technical support department.
  • Prior training experience and/or sales experience a plus.
  • Experience in developing and delivering presentations.
  • Strong background in building business relationships and delivering high level of customer service.

Knowledge of:

  • IT industry and channel related to technologies such as;
  • Network Security, High End Storage, Network Switching/Routing, Virtualization, and/or Wireless
  • Networking Skill in: Presentation development and delivery, education, selling, value messaging Ability to: Work cross-functionally, manage time, work toward common goals, and work independently as well as in group/team settings.
  • Ability to travel up to 10% of the time.
  • Bilingual- English and Spanish fluent, speaker and advance writer/reader


 Ingram Micro’s mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy.

*Ingram Micro is committed to hiring and promoting the most qualified applicants for available positions. To achieve this goal, the Company, where permitted by law, will conduct background investigations on all candidates considered for this opening*

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