Manager Technical Engineering

Manager, Technical Engineering (Finance) It's fun to work in a company where people truly BELIEVE in what they're doing 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. 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. 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. Own the contract Own the Microsoft support contract end to end: entitlements, consumption, amendments, and renewal readiness. Partner with Strategic Sourcing, Legal, and Finance on terms, amendments, consumption caps, and cost allocation. Hold the vendor accountable to them with data, every week. 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. Be the senior escalation point for high-impact customer issues across the Microsoft portfolio. Get on the phone with partners and customers during critical escalations. Run root cause analysis on the escalations that keep coming back, and feed what you learn into problem management, so they stop coming back. Build, mentor, and develop a global team of vendor technical support engineers. Own performance management and career growth for your people. 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: 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. 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. Partner with Product, Engineering, and platform teams to push chronic issues upstream and improve supportability at the source. 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 follow