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Customer Delivery Program Manager (AMER)

Mississauga, ON, Canada
Job ID: 50242

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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 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 Customer Delivery Program Manager focused on driving the enablement of CloudBlue customers from contract signature across the post sales customer journey. In this role, as part of the Support Services orgnaisation you’ll lead cross functional program team in a matrix organization. Program delivery will be focused on new customer onboarding and implementation as well as customizations for existing customers. At CloudBlue we want to ensure the right team is sitting with customers at the right time on their journey with CloudBlue. The initial months will be mapping and documenting the end to end process and working with teams across CloudBlue to ensure clarity of roles with the customer the focus of all interactions.

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)

  • Create manage and maintain process design and documentation for all roles providing services to customers
  • Drive efficiency in executing customer requirements across the lifetime of CloudBlue customer contracts, from initial delivery to ongoing enhancement.
  • Lead the matrix organisation designed to breakdown silos and harmonize objectives.
  • Play the role of “Pod Owner” managing the workload, prioritization, and backlog of the team.
  • Identify & create the right team for every customer engagement be it new customer implementation or enhancements and customizations to existing customer environments.
  • Provide regular updates to key internal stakeholders regarding the overall progress of the program.
  • Be accountable for primary KPI´s related to contributor of the POD.
  • Act as the interface to Customer Experience enablers from Product Management, Commercial Services, Application Support.
  • Lead and co-ordinate Delivery Solution Architects for your region.
  • Ensure Pod consistency with teams allocated to the same book of customers.
  • Drive each Pods ability to self organize based on customer commitments and expected timelines.
  • Work closely with Sales organisation to anticipate future customer programs based on opportunity pipeline.
  • Own the handover workflow process between pre and post sales teams and ensure continuous efficiency / improvement at all times.

 

What You Should Bring To The Table

  • 3+ year experience in program/project management working within agile frameworks used in a business delivery context
  • Experience working in fast paced fast changing environments.
  • Experience of process design and re-engineering.
  • Understanding the requirements of matrix management and previous experience running cross functional teams.
  • Exceptional stakeholder management including close interation with line managers for member of each Pod.
  • Extensive process design/engineering experience
  • Exceptional documentation skills specifically in process description and execution.
  • Strong analytical skills regarding technical and project management issues.
  • Flexible to be on-call to respond to high-severity customer issues during non-standard business hours.
  • Strong organizational skills with an ability to manage competing customer demands.
  • Excellent communication and presentation 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.
Our Hybrid Work Program is now live for our office associates. As part of this approach, we will host most of our interviews on-site, but some interviews maybe conducted virtually over the phone or through video. As a part of our COVID-19 Safety measures, we will be requesting information around your vaccination status, if you are hired as an Ingram Micro/Ingram Micro Cloud associate.

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.

 

CloudBlue
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