Dir, IT Services-Usa

Ingram Micro. Irvine , CA 92606

Posted 6 months ago

Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become the world's largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012.

This opportunity will be responsible for leading a team of associates in software applications, hardware, systems, security, and other internal and external technical services. Develops expertise in company products and leads staff to scale for current rapid growth. This position oversees the support teams to deliver high-quality support services to our clients and users. The role has significant responsibility for ensuring alignment of technology support and operations as well as ensuring coordination and alignment with other groups, vendors, or teams providing support. You will interact with Senior IT and Business Leaders to increase user satisfaction and continued growth ensuring business initiatives and goals are met.


Project and Portfolio Management-

The Director of IS Services is accountable for ensuring we follow the global PMO standards, and tools while ensuring that the Infrastructure and IT Service projects and project components are delivered on time and on budget, through his/her oversite of the GIO PMO.

Ensures that the annual portfolio planning process includes identification and cost to remediate all EOL software and hardware assets, identifies the accountable party.

ITIL Process Ownership-

Accountable for ensuring that Ingram Micro's IT teams follow ITIL processes. This individual will be accountable for Problem, Change, Incident and catalog management as well as CMDB accuracy. All of these process areas should be evaluated continuously and improved to ensure that we are performing at industry-best levels.

Customer Support Desk (CSD)-

Oversees tier 1 support for all Ingram employee's technology. This includes managing the critical response process as well as the managed service providers (Genpact) to ensure that they are performing to their agreed upon commitments.

IT Asset Management-

Ensure that our processes and tools are setup to ensure that we know about 100% of the assets on our networks. This individual will need to constantly challenge our "known" asset information and find create technical solutions, partnering with network, hosting and security teams to ensure we have automated asset discovery, cataloging and cleansing and that we have a disciplined process to identify exceptions and secure them.

Asset management includes centralized purchasing, automated identification or rogue devices and the ownership of resolving any asset issues. Additionally, identifying EOL assets and ensuring they have a risk-mitigation plan and are budgeted for replacement in the annual planning process.

Collaboration and Meeting Tools-

Manages the team that owns O365 and other collaboration tools. Is accountable for conference room uptime/usability at our large campuses and is responsible for conference room refresh planning and technology strategies. This director will develop effective preventative maintenance plans and work with local site support to be the arms and legs of the support process that they create.

Monitoring and Global Tools-

Oversees globally deployed tools to manage our server, desktop and other assets. This includes agents like Tanium, Semantic Endpoint Protection, Solarwinds, BMC and AppDynamics.

The leader is accountable for maximizing current tools, identifying gaps in our toolsets and continuously improving our monitoring capabilities. This person will work closely with our IOC in manila and will leverage information gathered from our problem management functions to add monitoring and improve existing monitoring.

Active Directory-

The ownership and administration of all Active Directory domains at Ingram. This includes the integration of some existing domains as well as the integration of all future acquisitions. Ensuring stability, security, effective integration and responsiveness for active directory related tickets

Continuous Service Improvement-

In all areas noted as well as measured service levels, this individual will identify opportunities and lead improvement activities leveraging their PMO). They should be familiar with Operational Excellence (LSS) processes, the DMAIC model and other BPI tools and frameworks.

Client Systems Engineering-

Oversees the creation of global images for all client devices as well as develops the patching, software deployment and update processes inline with Microsoft's operating systems and Office 365 products as well as other globally deployed software.

Core Leadership and Technical Competencies-

  • Ability to develop effective metrics to measure the success of the entire IT organization

  • Ability to analyze information and derive the process or competency improvement opportunities needed to improve overall performance

  • Can influence peers and others in the IT organization and inspire them to change long standing processes to benefit our clients and customers

  • Demonstrates effective command and control as this role will frequently manage "SWAT" team activities which spawn long corrective actions lists that must be completed in their entirety

  • This individual must be able to develop multiyear plans for processes and the technologies within their space and break them in to annual achievable targets.

Annual Portfolio creation and planning-

  • Works with IT Operational teams within GIO as well as country IT teams to develop annual investment plans.

  • Ensures that global initiatives are well communicated and that necessary financial, logistical and staff planning are in place

  • Develops both high level and detailed views of necessary investments with the criticality, the multi-year financial impact and the appropriate planned accounting

  • Works with finance to understand and streamline complex financial processes such as international procurement, asset movement between entities, NBV and write-off implications

Maintenance portfolio management-

  • Manage both the tactical multiyear management of our maintenance portfolio

  • Develop an annual plan that encompasses need for maintenance, past use, ability to ship it out, reduce it, reprioritize.

  • Have a long-range view and plan for large renewals, partnering with sourcing to develop leverage.

  • Ensure Ingram Micro has a consolidated plan and story with vendors rather than getting different messages from different areas of the company. Understand the commercial relationship and any abilities to leverage this.

  • Make sure that bills are paid on time Including overseeing process improvement activities that involve departments outside of ours (finance, sourcing, etc)

Cross Functional Operational Improvements-

  • Identifies process gaps and resolves them leveraging (Lean principles, workflow mapping, identification of NVA activities, and overlap

  • Works collaboratively with GIO, IS and Client teams to develop or revise processes

  • Accountable for overseeing implementations, driving adoption, measuring and controlling.

  • Will own/drive top-down strategic improvement programs and technologies design to improve service delivery.


  • Outgoing and proactive communications style required to work cross functional issues.

  • Must be able to facilitate meetings and drive people to consensus and not to confusion.

  • Expresses ideas and suggestions in an organized and concise manner.

  • Produces documents that are clear, concise and grammatically correct.

  • Solicits and readily accepts constructive feedback.

  • Presents feedback to others in a tactful manner.

  • Maintains composure when addressing an adversarial or hostile audience.

  • Addresses conflict directly, confidentially, and appropriately.

Decision Making-

  • Researches and collects appropriate data points for effective decision making.

  • Readily makes recommendations and includes necessary documentation and material to support conclusions.

Develops Innovative Practices-

  • Identifies new ways to use technology to improve work processes.

  • Makes a significant contribution to improving work quality.

  • Recognizes when it is appropriate to challenge the status quo and when it is not.

  • Considers the possible outcomes and corresponding consequences when taking risks.

Works as a Team Member-

  • Supports team decisions to implement changes, suggestions, improvements, and solutions where practical.

  • Encourages and supports the exploration and application of best practices

  • Offers assistance to others and shares information regardless of personal likes or dislikes.

  • Enthusiastically participates in cross-functional efforts.

  • Shares resources across teams to benefit the company's goals.

  • Develops proactive working relationships across departmental/organizational boundaries.

Acts with Integrity & Respect-

  • Prevents personal conflicts from interfering with his/her objectivity.

  • Consistently arrives on time for meetings and appointments.

  • Accepts responsibility for the results of his/her decisions and actions.

  • Behaves in a way that is consistent with Ingram Micro's values.

  • Communicates important information without compromising confidentiality.

  • Encourages diverse perspectives when discussing issues.

Leadership Abilities-

  • Effectively plans and communicates needs for resources to ensure goals are met.

  • Invests in teaching others tasks rather than assuming person al responsibility for the tasks.

  • Takes time to thoroughly explain a task or process when training others.

  • Breaks down complex tasks into simpler steps that others can more easily follow.

  • Helps others to resolve conflicting priorities.

  • Gives both positive and constructive feedback.

  • Takes ownership/responsibility for finding solutions to problems and implementing them.

  • Balances the need to produce a high quantity of work with the need for product quality.

  • Keeps up-to-date trends and developments in the market and relevant technological areas.

  • Maintains high standards when hiring, despite pressure to fill open positions.

  • Considers candidates' hard and soft skills when making hiring decisions.

  • Insists that customers work with capable subordinates rather than allowing customers to unnecessarily escalate decision-making.

  • Continually focuses on improving the quality of customer service.

  • Creates and uses measures to track the quality of services and products.

  • Encourages associates to devise new ways to improve processes.

  • Helps others understand the importance of a change, initiative, or program and visualize what it will look like when it is done.

  • Allocates resources consistent with business strategies and priorities.

  • Assesses the availability of resources before planning work for others.

  • Delegates an appropriate amount of work to direct reports.


  • Bachelor's degree in Computer Science, Business Administration, or related discipline with an information technology focus.

  • 7+ years of experience in Information Systems

  • 3 + years of experience managing demand, capacity and maintenance window activities within an infrastructure operations context

  • Excellent Project management experience

  • Experience with development / deployment of ITSM tools

  • Experience in deployment of ITIL processes, or driving significant service improvement initiatives

  • Proven Sr. Management level communication and presentation skills

  • Must be able to work effectively under pressure, either independently or as a member of a team

  • 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 these duties.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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Dir, IT Services-Usa

Ingram Micro.