Sr. Manager, Technical Engineering

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.

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Ingram Micro has earned Great Place
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Work Certification™ for  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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Define and own the vendor performance scorecard: MTTR end to end and vendor-controlled, escalation rate, aged…