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Job Description:
Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com
Ingram Micro has earned Great Place to Work Certification™ for 2026-2027 in Canada! This prestigious recognition reflects our commitment to our people and our culture. Ingram Micro Canada has also been recognized on the Canadian 2026 Best Workplaces in Technology list.
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 Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely.
Position Summary: Seeking a hands-on senior people leader to own the Microsoft support partnership end to end. This is a highly accountable ownership role with responsibility for the contract, SLA framework, escalation pathways, and leadership of a global Vendor Technical Support team. Success is defined by building a partnership that operates through disciplined processes rather than individual effort, with measurable commitments, clear ownership, a respected governance cadence, and a team equipped to address real-world support demands. Extensive experience within the Microsoft partner ecosystem is essential, including Unified or Premier Support agreements, Partner Center, severity and escalation management, CSAM engagement, and broad exposure across the Microsoft portfolio, including Modern Work (M365) and Azure. This opportunity is well suited for a leader who thrives on owning and driving accountability for strategic vendor relationships.
Responsibilities:
Own the contract:
- Own the Microsoft support contract end to end: entitlements, consumption, amendments, and renewal readiness. Know the terms cold and keep a complete, current view of them.
- Turn every verbal commitment from the vendor into a dated, owned action in a gaps-and-commitments tracker. Nothing lives on a promise.
- Partner with Strategic Sourcing, Legal, and Finance on terms, amendments, consumption caps, and cost allocation.
Set the SLAs and hold the line:
- Define and negotiate vendor SLAs and success metrics: initial response, resolution and MTTR, and escalation response by severity.
- Hold the vendor accountable to them with data, every week. Flag misses early and drive them to closure.
- Run aged-case governance with the vendor: named owners, weekly closure plans by bucket, and structured escalation into vendor product and engineering groups when cases stall.
Build and run the escalation paths:
- Design the end-to-end escalation architecture with the vendor: severity definitions and intake, critical-situation paths, after-hours coverage, and named routing so no case depends on a single individual.
- Own the governance rhythm: weekly operational syncs, monthly steering committees, quarterly business reviews, and executive onsite.
Lead from the front:
- Be the senior escalation point for high-impact customer issues across the Microsoft portfolio. Personally drive the most critical cases to resolution.
- Get on the phone with partners and customers during critical escalations. Visible, calm, accountable.
- Run root cause analysis on the escalations that keep coming back, and feed what you learn into problem management, so they stop coming back.
Lead the team:
- Build, mentor, and develop a global team of vendor technical support engineers. Own performance management and career growth for your people.
- Hire and train for the workload mix we actually see. Build depth across Modern Work (M365) alongside the rest of the Microsoft portfolio.
- Design sustainable coverage: follow-the-sun, on-call, and weekend rotation that protects both customers and people.
Manage the numbers and the reporting:
- Define and own the vendor performance scorecard: MTTR end to end and vendor-controlled, escalation rate, aged backlog, SLA attainment, and CSAT. Flag trends and risks early.
- Hold the line on data hygiene. Vendor case IDs captured at source, dashboards reconciled to a single version of the truth, and data leadership can actually trust.
- Pull together the weekly read for leadership: what is happening, what is at risk, and what you recommend.
Use automation to lighten the load:
- Drive API-based case exchange (eBonding) between our ticketing platform and vendor systems so escalation runs on rails, not swivel chairs.
- Champion AI-assisted workflows across the vendor queue: triage, case pre-population, and automated follow-up on aging vendor tickets.
- Keep vendor knowledge access and team enablement current so the team and our AI tools give customers the right answer.
Work across the org:
- Partner with Product, Engineering, and platform teams to push chronic issues upstream and improve supportability at the source.
- Coordinate with global and regional support teams on demarcation, routing, and knowledge and state transfer.
- Support security compliance and access governance, including clean onboarding and offboarding of vendor portal access.
What you bring to the role:
- Bachelor’s degree in computer science, Information Technology, or related field.
- Minimum of 8-10 years of experience in enterprise technical support, support operations, and partner/vendor management, including significant experience within the Microsoft ecosystem.
- Minimum 5+ years of experience leading technical teams, ideally in a global, multi-region model.
- Must have Microsoft partnership experience.
- Experience with Unified or Premier support agreements, CSP and Partner Center, Microsoft severity and escalation models, CSAM/TAM engagement, and product group escalation.
- Working fluency across the Microsoft cloud portfolio Modern Work (Exchange, SharePoint, Teams, Entra ID) and Azure enough to lead escalations, assess vendor performance, and coach engineers.
- A track record defining and negotiating vendor SLAs, running QBRs and steering committees, and building performance scorecards.
- Proven experience managing and resolving complex customer escalations in high-pressure environments, with the ability to communicate effectively with executive stakeholders.
- Solid hands-on experience with a service desk or ticketing platform. Zendesk is a plus, and comfort with support analytics (Power BI) and API integration concepts helps too.
- Experience standing up or resetting a strategic vendor support program, or exposure to AI-enabled support operations is an asset.
- The following Microsoft certifications are considered strong assets. Candidates who do not currently hold these certifications may be expected to obtain the most relevant certification(s) within the first three months of employment: Microsoft 365 Certified: Administrator Expert, Microsoft Certified: Azure Administrator Associate (AZ-104), Microsoft Certified: Azure Solutions Architect Expert (AZ-305), and Microsoft Security certifications, including SC-900 and other Security Associate or Expert-level certifications.
- Comfortable supporting a global, 24x7 follow-the-sun model, including after-hours and on-call rotation when needed.
- Strong ownership mindset with end-to-end accountability for contracts, SLAs, and escalations, ensuring issues are driven through to resolution.
- Able to move seamlessly from negotiating a contract amendment one moment to leading a Severity A incident bridge the next.
- Remains calm under pressure and excels at leading critical escalations when strong leadership is required.
- Disciplined and detail-oriented, maintaining clean, reliable data and consistently following through on commitments.
- An effective communicator who builds strong relationships with engineers, executives, and vendor partners alike.
- Able to hold a vendor accountable while keeping the partnership strong.
- Must be able to travel within North America, typically only 1-2 times a year as needed.
- *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.
The typical base pay range for this role across Canada is $155,000 -165,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is for an existing vacancy and will not use AI for screening applicants.
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!
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 AODAFeedback@ingrammicro.com. 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.