Ai Transformation Manager

**Ingram Micro has earned Great Place** to** Work Certification** for 2025-2026 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 Mississauga office with the opportunity to work 2 days remotely per week**

We are looking for a strategic and detail-oriented **Manager, AI Strategy and Operations** to lead the design, implementation, and optimization of AI-driven solutions across **Technical Support**, **Customer Experience**, and **Technology Operations**. This role is critical to reducing cost-to-serve, driving operational efficiency, and unlocking business value through AI enablement. You will be responsible for identifying areas where AI can transform how we work, building business cases, defining requirements, and driving execution in collaboration with cross-functional teams. The role also involves ensuring that we are fully leveraging the AI capabilities embedded within platforms such as Datadog, ServiceNow, and Zendesk, and that all solutions are measurable, scalable, and optimized post-deployment.

**Responsibilities**
- Identify and prioritize AI opportunities across Support, Customer Experience, and Technology Operations.
- Build data-driven business cases with clear ROI, implementation plans, and performance metrics.
- Define and document requirements in collaboration with internal teams and vendor partners.
- Drive end-to-end execution of AI initiatives, from concept to deployment and optimization.
- Lead enablement of AI capabilities within existing tools including Datadog (SRE), ServiceNow (ITSM), and Zendesk (Support).
- Partner with Support teams to implement AI-enabled self-service, automate customer interactions using agentic AI, and improve CSAT and CES.
- Monitor AI solutions post-deployment, ensuring outcomes are tracked, measured, and continuously improved.
- Serve as a liaison between business units and technical teams to align priorities and ensure effective adoption.
- Support change management, including user enablement, documentation, and training
- Stay current with emerging AI trends, technologies, and best practices to influence roadmap decisions.

**What you bring to the role**:

- Bachelor's or Master's degree in Computer Science, Engineering, Business, or a related field.
- 5+ years of experience in AI implementation, digital transformation, or enterprise technology roles.
- Proven track record of driving cross-functional programs that deliver measurable impact.
- Deep understanding of AI concepts including LLMs, vector databases, prompt engineering, and AI tooling in enterprise settings.
- Strong analytical and problem-solving skills with high attention to detail.
- Excellent written and verbal communication skills with the ability to translate technical complexity into business context.
- Experience managing projects and initiatives with cross-functional and external stakeholders.
- Familiarity with cloud-based SaaS platforms and enterprise tools used in operations and support.

**Preferred Skills**:

- Hands-on experience deploying AI in customer-facing environments.
- Understanding of SRE, ITSM, and customer support workflows.
- Knowledge of Datadog, ServiceNow, Zendesk, and their AI features.
- Proficiency in AI performance monitoring and optimization in production environments.
- Ability to drive adoption and influence stakeholders across a matrixed organization.

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**

**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.