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Operations Manager, Support Services

This job posting is no longer active.

Barcelona, Spain
Job ID: 46924


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 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 results from $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 an Operations Manager, Support Services focused on enabling our teams delivering support services to our CloudBlue customers. In this role, you’ll be responsible for managing a cross functional team covering Quality Assurance, Customer Experience & Business Analytics. CloudBlue Support Services resolves issues that impact the business of the customer, reported directly by the customers or indirectly by other CloudBlue functions (e.g. Managed Services, TAMs, Sales). 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)

  • Act as Business process owner for all Support Services.
  • Responsible for the successful delivery of all support services-related projects.
  • Oversee the development, design, and maintenance of quality assurance protocols and principles
  • Develop and maintain feedback loops partners across the organization (Sales, Product, Managed Services, etc.)
  • Implement the Customer Experience strategy for support services with experience working with customer journey development a plus
  • Closely collaborate with CloudBlue TAMs, sales, professional services, and R&D and execute a Customer First strategy.
  • Manage and maintain business analytics gathering and reporting for all support services teams.
  • Track team’s performance and report monthly to the Director, Support Services.
  • Facilitate and encourage teams expertise growth and promotion.
  • Create a culture and processes which achieve the business goals and objectives with regards to customer service.
  • Seek, explore and execute ideas for continuous improvement and efficiency.

What You Should Be Able To Deliver

  • Build and grow a cross-functional team focused on QA, Process, Customer Experience, and analytics.
  • Maintain transparent work processes for your team.


What You Should Bring To The Table

  • Bachelor’s degree or relevant work experience in a related field.
  • 5+ years experience in managing people.
  • 5+ years experience in working in a support or professional services group.
  • Experience with the CloudBlue Commerce (formerly Odin Automation) platform is a big plus.
  • Experience with working for or with a service provider reselling cloud services is a plus.
  • Strong strategic and customer focus with a clear understanding of the wider issues.
  • Excellent communication and interpersonal skills.
  • Flexibility and emergency availability, ability to lead urgent assignments out of business hours.
  • Time management and ability to deliver on deadlines.
  • Ability to stay calm & focused under pressure.
  • Fluent in English.

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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