Service Delivery Manager

CloudBlue, a business unit of Ingram Micro, is the only cloud commerce engine with a proven hyperscale 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 other software companies.

Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud marketplace by building, scaling and monetizing services. With proven competency in SaaS, IaaS, IoT, security and XaaS technologies, we invite visionaries to join our team and make a difference in this fast-growing industry.

Responsibilities:

• Helping our customers grow and scale their subscription business by leveraging the functionalities and value of the CloudBlue Platform.
• Translate business requirements into practical solutions and are a trusted advisor for the customer.
• Play a pivotal role in the onboarding of new customers to the CloudBlue Platform and work closely with customer teams as well as our delivery teams.
• Ensure the timely, efficient, and high-quality delivery of services to clients in line with Service Level Agreements (SLAs).
• Act as the primary point of contact for clients, maintaining strong relationships and addressing concerns or feedback promptly.
• Track and analyze service performance metrics, identifying areas for improvement and implementing corrective actions when necessary.
• Address escalations, troubleshoot issues, and implement solutions to minimize service disruptions.
• Develop and implement processes to enhance efficiency, reduce costs, and improve service quality.
• Collaborate with leadership to define and execute service growth and innovation strategies.

What you bring to the role:

• Bachelor’s degree in Business Administration, Engineering, Information Technology, Project Management or a related field.
• Minimum 8 years of experience in service delivery managing complex projects and applications.
• Experience in stakeholder management, including building and maintaining strong client relationships and being able to set expectations with customers.
• Certifications in ITIL, PMP, or Six Sigma are beneficial but not mandatory.
• Familiarity with the CloudBlue business would be an asset.
• Awareness of or interest in cloud services, infrastructure, and emerging technologies.
• Understanding of modern commerce architectures and concepts.
• Possess strong analytical and process-oriented thinking skills.
• Self-reliant and enjoy collaborating with other team members and customers.
• Excellent verbal and written communication abilities.

This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Joining Ingram Micro means being part of a company where integrity, responsibility, and talent are celebrated, ensuring your long-term success in an ever-evolving industry.

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to any legally protected class. Accommodations for job applicants are available on request.

Ingram Micro’s Commitment to ESG

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business.