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Senior Manager, CloudBlue Support Operations

Santander, Spain
Job ID: 36430

Description

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?  

CloudBlue, a newly formed business unit of Ingram Micro, is the only cloud commerce engine with a proven hyper-scale digital platform, and today powers the world’s largest service provider marketplaces, totaling more than 30 million seats globally. CloudBlue is the result of $500 million in investments, including the acquisitions of Odin, Ensim, and four others software companies. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud market by building, scaling and monetizing services. 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. 

Ingram Micro is seeking a Senior Manager, CloudBlue Support Operations focused on supporting our CloudBlue customers. In this role, you’ll be responsible for managing in-house front-line support, dedicated support engineers and technical account managers as well as supervising the operational relationship with external support vendors. You’ll collaborate with sales, professional services and R&D teams. You must be a customer-first thinker, articulate in your written and verbal communication, and a resourceful self-starter ready to make an impact.

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. 

Your Role (responsibilities)

  • Ensuring the premium quality of CloudBlue support services (in-house and external) at all time and during ideas for continuous improvement and efficiency.
  • Closely collaborate with CloudBlue sales, professional services and R&D and deliver a “Customer First” strategy.
  • Strategically lead and develop a team to enhance performance by setting clear accountable performance measures, this team covers:
    • In-house front-line CloudBlue customer support
    • In-house dedicated/on-site support engineers
    • In-house technical account managers (TAMs)
  • Create a culture and processes which achieve the business goals and objectives with regards to customer service.
  • Manage the operational relationship with external support vendors to ensure high quality of services and efficient collaboration with other CloudBlue teams.
  • Ensure workforce planning meets service level standards, training, and quality for desired support hours.
  • Ensure that support operations is profitable for CloudBlue.
  • Accountable for ensuring full regulatory compliance and legal requirements – identification of any potential risk issues.
  • Drive innovation by leveraging industry best practices in technology.
  • Resolve customer escalations around CloudBlue support.
  • Continually develop improvements and embed successful change projects.

What You Should Be Able To Deliver

  • Build and grow an in-house support operations team (front-line, dedicated engineers, technical account managers) for CloudBlue Commerce and Connect.
  • Setup and maintain clear work processes between the in-house support operations team and external support vendors.
  • Set support quality KPIs and ensure that delivery is within those KPIs.
  • Ensure that support services are profitable for CloudBlue.

What You Should Bring To The Table

  • Bachelor’s degree or relevant work experience in a related field.
  • 2+ years experience in running a support or professional services operations group.
  • 4+ years experience in managing people.
  • 4+ years experience in working in a support or professional services operations group.
  • 4+ years experience with the CloudBlue Commerce (formerly Odin Automation) platform.
  • Strong strategic and customer focus with a clear understanding of the wider issues.
  • Established track record of exceeding targets, KPI’s, Service Level Agreements (SLA’s), in a quality led, compliant environment.
  • Excellent communication and negotiation skills (English) to communicate with our world-wide partners as well as internally.
  • Influential relationships skills at all levels - ability to use these relationships to deliver service improvements.
  • Ability to travel 10% of the time.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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