CloudBlue – Service Delivery Manager Full Time

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description:

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.

Ingram Micro has earned Great Place to Work Certification™ for 2024-2025 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow – it’ll be a fun journey!

This position is a hybrid role based in our Toronto & Mississauga offices with the opportunity to work 2 days remotely per week.

CloudBlue is the end-to-end solution for managing and scaling subscription businesses for our customers. Think of it as a digital marketplace that lets our customers offer, sell, and manage any subscription-based service, in multiple languages and currencies. CloudBlue makes it easy for our customers to configure and sell their own products as well as adding top global SaaS and IaaS vendors like Adobe, DropBox and Microsoft to their portfolio helping them to expand their reach.

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 (Information Technology Infrastructure Library), PMP (Project Management Professional), 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. Let’s shape tomorrow

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 race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to [email protected] . This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro’s Commitment to ESG (Environment, Social & Governance)

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. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.
This position is eligible for Canadians of all ages

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