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Director, Business Systems - Service Platform &… - Jobeax

Director, Business Systems - Service Platform & Automation en Bellprat, España is listed on Jobeax. Browse 80,000+ vacancies available.

It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description:Summary: The Director, Business Systems – Service Platforms & Automation is accountable for the strategy, delivery, and operational excellence of several mission-critical systems supporting Ingram Micro’s customer , back office and support operations. This leader owns the full lifecycle of platforms including Zendesk, Gainsight, custom plugin-ins , AI-driven bots/automation, and legacy systems, ensuring solutions are stable, scalable, secure, and continuously enhanced to drive measurable improvements in user and business https://jobeax.com/link/fdGaAhZiomGHFBLQ Director is responsible not only for reliable delivery, support, and maintenance, but for proactively leading platform modernization and AI enablement initiatives that drive measurable improvements in user and business KPI s . This leader partners closely with business stakeholders in Support, Sales and Operations groups to define success metrics, translate strategy into execution, and ensure platforms evolve from transaction-processing systems into intelligent, performance-enabling solutions that will ensure Ingram Micro is at the forefront of innovation for customer https://jobeax.com/link/NfKu17xn3PQ6gnFL ResponsibilitiesPlatform Ownership, Strategy & AI EnablementOwn the full product and platform lifecycle for Zendesk, Gainsight, Formscape , custom applications, AI bots, automation solutions, and legacy https://jobeax.com/link/XagIzBa3jkxnX8wi and execute a platform and AI enablement strategy aligned to business outcomes, scalability, and long-term transformation https://jobeax.com/link/NhcCce7gUPiTTFT1 a clear AI vision for platforms, identifying high-value use cases (e.g., agent assist , automation, intelligent routing, knowledge optimization, self-service deflection).Ensure platforms and AI capabilities are designed and governed to be secure, scalable, ethical, and operationally https://jobeax.com/link/SoAf2susn5ZMQZTK roadmaps to explicit outcome-based KPIs (e.g., MTTR, CSAT, deflection, cost-to-serve), not just feature https://jobeax.com/link/AwayMEmm3gWQpRh8, Modernization & Continuous ImprovementLead delivery of system enhancements, integrations, custom development, and modernization initiatives across the https://jobeax.com/link/2TFIndalFi0t4ygE identify opportunities where AI and automation can materially improve performance, scale, or user https://jobeax.com/link/fUSF2uZeZi0FwYSW modernization of workflows and architectures to remove constraints that limit effective automation or AI https://jobeax.com/link/f7FQVFUQeEBWqR9x enhancements are delivered with clear value hypotheses, success metrics, and post ‑ implementation performance https://jobeax.com/link/c73mZ0UVPAB4eIoS the operating model from reactive, request-based delivery to roadmap-driven, outcome-oriented https://jobeax.com/link/ycvIMChYrmLHYwvJ Execution & OperationalizationOversee implementation and continuous optimization of AI capabilities such as:Agent assist and intelligent knowledge surfacingConversational bots and deflection modelsWorkflow and decision automationInsight generation from conversational and operational dataEstablish feedback loops to continuously train, tune, and improve AI performance based on real-world usage and results for key platformsPartner with security, legal, and enterprise architecture teams to ensure AI adoption aligns with governance and risk https://jobeax.com/link/xhXBc5lmMm2ZFxgK, Support & Platform ReliabilityAccountable for platform health, availability, and reliability, including incident, problem , and change https://jobeax.com/link/VjAa4W0uQg0TD38x AI-enabled capabilities are operationally stable, observable, and supported with clear ownership and escalation https://jobeax.com/link/pt6jPorn9rkMv4z3 recurring incidents, manual workarounds, and operational friction through targeted platform and AI https://jobeax.com/link/XSUbpc5pDjbgKMjk Partnership & Value RealizationAct as a strategic technology and AI partner to business leaders, proactively shaping solutions rather than reacting to https://jobeax.com/link/Jcrw1pZHZFTgpV96 with stakeholders to define KPIs and success measures for platform and AI https://jobeax.com/link/uba5PTNcC0fcgHc6 review performance against KPIs and recommend course corrections, additional automation, or https://jobeax.com/link/xkqoLn3K1paL4J9J complex technical and AI concepts in clear, business-oriented language for executive https://jobeax.com/link/hWbPg0PYVMdjjIuh & Financial ManagementOwn vendor relationships for Zendesk, Formscape and other key https://jobeax.com/link/9jyBtAlE1iTu262z vendors accountable for innovation, AI advancement, delivery quality, and realized outcomes—not just https://jobeax.com/link/ImIWssHMkR7Tcbv0 platform and AI investment budgets, ensuring strong ROI and https://jobeax.com/link/zQJEMg5sFPnPzTWT LeadershipBuild and lead a high-performing team across platform ownership, delivery, engineering, AI enablement, and https://jobeax.com/link/IksXMuiWg65CPaP4 AI literacy and modern skill sets across the https://jobeax.com/link/g7mGb5XtoSAokVSq a culture of ownership, experimentation, continuous improvement, and outcome-driven https://jobeax.com/link/nnLW9t6zCPnWfq00 Success Looks Like in 6–12 MonthsA clear, executable platform transformation and AI enablement strategy is in place and actively delivering https://jobeax.com/link/i8LyxBYP1IIHMbLG capabilities are embedded into core service workflows and are driving measurable KPI https://jobeax.com/link/CNuuEpJx3sLiKpLd are more stable, scalable, and easier to enhance with reduced operational and technical https://jobeax.com/link/02GFz5mrITqoegrg leaders view the function as a strategic partner and AI leader, not just a systems https://jobeax.com/link/SrCbtd5cqHfbEKQN operate as true partners contributing innovation and impact.A strong, transformation-oriented team is in place with clear ownership and modern https://jobeax.com/link/NEGihx4n1Wqwy714 Qualifications10+ years of experience leading enterprise business systems with ownership across delivery, support, and https://jobeax.com/link/BDb1ZWZdhDdO8Erf experience implementing and scaling AI-enabled solutions in service, support, or operational https://jobeax.com/link/FIDahrqS6LoVGB3n experience with SaaS platforms (Zendesk or similar), custom development, and systems https://jobeax.com/link/3lHHt4SpzkJzLC81 ability to link technology and AI investments to business KPIs and https://jobeax.com/link/6niN1Oux8Z7OGPL2 executive communication, stakeholder management, and vendor leadership skills.

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