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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Business Systems - Service Platforms & Automation - **Company:** Ingram Micro - **Location:** Barcelona, Spain - **Contract:** Temporary contract - **Skills:** Artificial Intelligence, Computer Vision, Business Systems, Software as a Service, Custom Software, Operational Data Store, Performance Tuning, Systems Integration, System Availability, Mttr, Technical Debt, Bots, Zendesk, Legacy Systems - **Published:** August 3, 2026 - **Apply:** https://www.jobleads.com/es/job/e1f98294a02f70feb146afd1423eb5df9 ## About the Role * 10+ years of experience leading enterprise business systems with ownership across delivery, support, and modernization. * Proven experience implementing and scaling AI-enabled solutions in service, support, or operational environments. * Strong experience with SaaS platforms (Zendesk or similar), custom development, and systems integration. * Demonstrated ability to link technology and AI investments to business KPIs and outcomes. * Strong executive communication, stakeholder management, and vendor leadership skills. With us, you'll make technology happen in surprising ways. It'll be a fun journey! ## Description * Platform Ownership, Strategy & AI Enablement: Own the full product and platform lifecycle for Zendesk, Gainsight, Formscape, custom applications, AI bots, automation solutions, and legacy systems. Define and execute a platform and AI enablement strategy aligned to business outcomes, scalability, and long-term transformation goals. Establish 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 sustainable. Align roadmaps to explicit outcome-based KPIs (e.g., MTTR, CSAT, deflection, cost-to-serve), not just feature delivery. * Delivery, Modernization & Continuous Improvement: Lead delivery of system enhancements, integrations, custom development, and modernization initiatives across the portfolio. Proactively identify opportunities where AI and automation can materially improve performance, scale, or user experience. Drive modernization of workflows and architectures to remove constraints that limit effective automation or AI adoption. Ensure enhancements are delivered with clear value hypotheses, success metrics, and post-implementation performance validation. Shift the operating model from reactive, request-based delivery to roadmap-driven, outcome-oriented execution. * AI Execution & Operationalization: Oversee implementation and continuous optimization of AI capabilities such as: Agent assist and intelligent knowledge surfacing Conversational bots and deflection models Workflow and decision automation Insight generation from conversational and operational data Establish feedback loops to continuously train, tune, and improve AI performance based on real-world usage and results for key platforms Partner with security, legal, and enterprise architecture teams to ensure AI adoption aligns with governance and risk standards. * Run, Support & Platform Reliability: Accountable for platform health, availability, and reliability, including incident, problem, and change management. Ensure AI-enabled capabilities are operationally stable, observable, and supported with clear ownership and escalation models. Reduce recurring incidents, manual workarounds, and operational friction through targeted platform and AI enhancements. * Business Partnership & Value Realization: Act as a strategic technology and AI partner to business leaders, proactively shaping solutions rather than reacting to requests. Collaborate with stakeholders to define KPIs and success measures for platform and AI initiatives. Regularly review performance against KPIs and recommend course corrections, additional automation, or reprioritization. Communicate complex technical and AI concepts in clear, business-oriented language for executive audiences. * Vendor & Financial Management: Own vendor relationships for Zendesk, Formscape and other key platforms. Hold vendors accountable for innovation, AI advancement, delivery quality, and realized outcomes-not just SLAs. Manage platform and AI investment budgets, ensuring strong ROI and scalability. * Team Leadership: Build and lead a high-performing team across platform ownership, delivery, engineering, AI enablement, and operations. Develop AI literacy and modern skill sets across the team. Foster a culture of ownership, experimentation, continuous improvement, and outcome-driven execution., A clear, executable platform transformation and AI enablement strategy is in place and actively delivering value. AI capabilities are embedded into core service workflows and are driving measurable KPI improvements. Platforms are more stable, scalable, and easier to enhance with reduced operational and technical debt. Business leaders view the function as a strategic partner and AI leader, not just a systems owner. Vendors operate as true partners contributing innovation and impact. A strong, transformation-oriented team is in place with clear ownership and modern capabilities. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Command the Bots: Mastering robots.txt for Generative AI and Search Marketing](https://www.wearedevelopers.com/videos/1165-command-the-bots-mastering-robots-txt-for-generative-ai-and-search-marketing) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [When AI Runs the Business: The Reality of Enterprise-Wide Automation](https://www.wearedevelopers.com/videos/100124-when-ai-runs-the-business-the-reality-of-enterprise-wide-automation) - [Design as an algorithm, not as a feature](https://www.wearedevelopers.com/videos/471-design-as-an-algorithm-not-as-a-feature) - [AI PowerPlay: Building High-Impact Teams & Transformative Solutions](https://www.wearedevelopers.com/videos/1005-ai-powerplay-building-high-impact-teams-transformative-solutions) ## Related Articles - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Stephan Gillich - Bringing AI Everywhere](https://www.wearedevelopers.com/magazine/489-stephan-gillich-bringing-ai-everywhere) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [MLOps – What’s the deal behind it?](https://www.wearedevelopers.com/magazine/125-mlops-what-s-the-deal-behind-it) - [How to Turn Community Events Into a Powerful AI GTM Engine: The Daytona Playbook](https://www.wearedevelopers.com/magazine/732-how-to-turn-community-events-into-a-powerful-ai-gtm-engine-the-daytona-playbook) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)