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Added 16 days ago
Associate Manager PT Under 20 hours
Tumi
Calgary, AB
Part-time
As part of our Retail team, the Associate Manager is responsible for creating a client experience that accurately reflects the ethos of our brand while building and maintaining strong…
Added 19 days ago
Lead Analyst (Supply Analytics, Bangkok-based, Relocation provided)
Agoda
Montreal, QC
Full-time
As a Lead Analyst, you will report directly to either the Senior Manager or Associate Director within the Supply Department and this will be an individual contributor role. You will be…
Added 20 days ago
Toyota and Lexus Brand Manager
Toyota Motor Corporation
Toyota Credit Canada Inc - Head Office
Full-time
TFS currently has an exciting full-time permanent position as the Toyota and Lexus Brand Manager, reporting to the National Manager, Sales and Marketing in the Dealer Services Department.…
Added 10 days ago
Lexus Area Parts & Service Manager - Quebec Zone
Toyota Motor Corporation
Quebec, QC · Toyota Canada Inc - Quebec Zone
Full-time
…Lexus Service Management (LSM), Lexus Experience Standards Program (LESP), Lexus Integrity Parts, Lexus Certified Collision Centre Program (LCCC) and Digital Retailing Solution (DRS)…
Added 17 days ago
Manager, Toyota Product Planning
Toyota Motor Corporation
Kamloops, BC · Toyota Canada Inc - Head Office
Full-time
Toyota Canada Inc. (TCI) currently has an exciting opportunity for a Toyota Product Planning Manager who will oversee Toyota-brand Cross-over vehicles, Sport-utility vehicles, and Trucks.…
Added 17 days ago
Associate Category Manager
Canco Petroleum
Kelowna, BC
$55,000 to $65,000 CAD / year
Full-time
We are looking for an Associate Category Manager to join our growing team in Kelowna, BC. In this role, you won't just manage products - you'll own portfolios, develop category strategies,…
Added 17 days ago
Associate Manager, Facilities & Maintenance
SC Johnson
Brantford, ON · CAN - Brantford
Full-time
As the Associate Manager, Facilities & Maintenance you will be responsible for organizing, prioritizing and coordinating the short term and long-term maintenance activities of…
Added 19 days ago
Manager, Air Service Development (Two Permanent Opportunities)
Toronto Pearson International Airport
Toronto, ON
Full-time
Reporting to the Associate Director, Air Service and Cargo Development, the Manager, Air Service Development plays a key role in shaping and expanding Toronto Pearson’s passenger air…
Added 11 days ago
Sr. Manager, Technical Engineering
Ingram Micro
Mississauga, ON · ON · Canada - Ontario - Corporate
$155,000 to $165,000 CAD / year
Full-time
…leader who thrives on owning and driving accountability for strategic vendor…
Added 3 months ago
Manager of Ground Transportation Partnerships and Commercial Management
Greater Toronto Airports Authority
Toronto, ON
Full-time
Reporting to the Associate Director, Groundside Transportation Business Planning & Performance, the Manager, Commercial Partnerships and Contract Management is accountable for leading…
Added 17 days ago
Senior Sales Associate
Franklin Templeton
Toronto, ON
Full-time
At Franklin Templeton, we believe success is built through powerful partnerships. As a forward thinking asset manager, we build dynamic relationships with clients, understand their goals,…
Added 17 days ago
Associate Dean, Norton Wolf School of Aerospace, Information, and Defence Technologies
Fanshawe Toronto@ILAC
London, ON
Full-time
…success in academic administration, operational leadership, and strategic partnership development. Candidates will bring the capacity, experience, and passion to lead complex and evolving…
Added 17 days ago
Associate Director, Supply Chain Finance - Canada
The Kraft Heinz Company
Toronto, ON
Full-time
The Associate Director, Supply Chain Finance Canada is the central supply chain finance person within North America that provides broad business and financial counsel to the Canada CFO &…
Added 19 days ago
Toyota and Lexus Brand Manager
Toyota Credit Canada Inc.
Markham, ON
Full-time
TFS currently has an exciting full-time permanent position as the Toyota and Lexus Brand Manager, reporting to the National Manager, Sales and Marketing in the Dealer Services Department.…
Added 20 days ago
Brand Manager
Celystra Pharma
Montreal, QC
Full-time
Celystra Pharma is seeking a highly motivated Brand Manager or Senior Brand Manager to lead and execute strategic marketing initiatives across multiple brands within the Cardio-Metabolic…
Added 20 days ago
Associate Brand Manager
General Mills
Mississauga, ON
Full-time
As an Associate Brand Manager, you will be a key player in driving the growth of our snacks portfolio through strategic channel management and category expansion initiatives. This role…
Added 18 days ago
Associate Marketing Manager, Brand Programs
Boston Pizza International Inc
ON
Full-time
Reporting to the Marketing Manager, Brand Programs, the Associate Marketing Manager, Brand Programs is responsible for supporting integrated marketing campaigns focused on the On-Premise…
Added 7 days ago
Front Store Manager, Salaried Part Time Day
Loblaw Companies Limited
Toronto, ON · North York, ON
Part-time
Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand.…
Added 21 days ago
Senior Underwriter
Zurich Canada
Toronto, ON
Full-time
Proactively identify, qualify, and pursue new Program and MGA opportunities that align with Zurich's strategic objectives, underwriting appetite, and profitability targets.
Added 21 days ago
Data Scientist/Senior Analyst (Supply Analytics, Bangkok-based, Relocation provided)
Agoda
Montreal, QC
Full-time
As a Senior Analyst, you will report directly to either the Senior Manager or Associate Director within the Supply Department and this will be an individual contributor role. You will be…
Added 21 days ago
Data Scientist/Senior Analyst (Supply Analytics, Bangkok-based, Relocation provided)
Agoda
Toronto, ON
Full-time
As a Senior Analyst, you will report directly to either the Senior Manager or Associate Director within the Supply Department and this will be an individual contributor role. You will be…
Added 21 days ago
Onsite Manager
Manpower
Bridgewater, NS
$60,000 to $70,000 CAD / year
Full-time
The Onsite Program Manager partners with the client’s site management team. Serves as a liaison between the customer, Manpower, and Field Operations by understanding customer needs,…
Added 19 days ago
Associate Project Manager, Sustainable Buildings
JLL
Toronto, ON · Canada Home Office - ON
Full-time
JLL Sustainability | Associate Project Manager, Sustainable Buildings
Added 19 days ago
COA Associate Manager
IQVIA
Quebec, QC
Full-time
…et le rendement du capital investi (RCI) des produits et des initiatives…
Added 19 days ago
Senior Client Relationship Manager, Agriculture Commercial Banking , Ontario
Scotiabank
St. Catharines, ON
As the Senior Client Relationship Manager, you are responsible for ensuring effective relationship management and conducts sales planning and fulfills the execution of service for existing…

Ingram Micro

Sr. Manager, Technical Engineering

Mississauga, ON, Canada
ON, Canada
Canada - Ontario - Corporate, Canada

Pay: $155,000 to $165,000 CAD / year
Job type: Full-time
Experience: Minimum 5+ years of experience leading technical teams, ideally in a global, multi-region model.
Posting language: English
Posted: Sep 10, 2026

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Original job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

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 [email protected]. 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.

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More about this job

Responsibilities

The Senior Manager will own the end-to-end Microsoft support partnership, including contract management, SLA negotiation, and escalation pathways. They will also lead a global team of technical support engineers to ensure high-quality service delivery and operational excellence.

Requirements

Candidates must have 8-10 years of experience in enterprise technical support and vendor management, with significant expertise in the Microsoft ecosystem. A bachelor's degree in computer science or a related field is required, along with proven leadership experience in a global model.

Skills

Microsoft ecosystem
Vendor management
Technical support operations
SLA management
Escalation management
Azure
Modern Work
Contract negotiation
Leadership
Project governance
Data analysis
Power BI
Zendesk
API integration
Strategic sourcing
Mentoring

Benefits

Healthcare
Dental
Vision
Well-being benefits
Critical illness coverage
Disability coverage
Mental health support
Paid time off
RRSP Matching

Visa sponsorship

Not detected in the job text

Keywords

Microsoft
Azure
M365
Unified Support
Premier Support
Partner Center
SLA
MTTR
CSAM
TAM
Governance
QBR
Escalation
Root cause analysis
Vendor management
Technical support
API
eBonding
AI-assisted workflows
Power BI
Zendesk
Contract management
Strategic sourcing
Modern Work
Entra ID
SharePoint
Teams
Exchange
Security compliance
ESG

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