At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth stor y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
The Job
The Service Delivery Manager provides leadership, direction and planning for a team of records management experts, whilst ensuring strong customer relationships and a drive for meeting and exceeding customer expectations. This is a key role in the market to increase customer satisfaction whilst having a strong focus on people management, cost control and contract management. This role will be located on site at a Government Department.
The Responsibilities
1. Lead the team of record officers allocated to the Government Department as part of a BPO solution
2. Manage and direct operational activities to achieve performance and cost targets
3. Delivery of Service Excellence to customers, measured in customer satisfaction and continuous improvement
4. Oversee the implementation, comply with, and embrace Iron Mountain and Dept of Home Affairs Standard Operating Procedures, Standard Service Menu, and Operating Systems ensuring all processes in service delivery are being followed
5. Embrace best practice by engagement throughout ANZ and adopt the best practices, where practical, for continuous improvement
6. Secure customer contract renewals proactively with optimal terms and conditions for the company, and plan for and effectively execute the API/CPI plan for the accounts in this portfolio with support of the dedicated Account Executive team
7. Align and ensure the accuracy of all customer contracts, rates, billing and CRM data for customer accounts
8. Cultivate and maintain effective business relationships with executive decision makers across accounts
9. Manage operational performance reporting, advising on maximising customer relationships and creating an environment where account management and customer service are competitive and best-in-class differentiators
10. Lead the market and contribute to maintaining a safe working environment, ensuring all local and national WHS&E requirements, policies and procedures are being met as well as ensuring equipment and maintenance schedules are established and maintained for key operational equipment
11. Implement and integrate major change projects (e.g. system integration) through close working relationships with the initiative sponsor and project manager, providing local leadership, and ensuring the successful delivery of the business case requirements
12. Develop talent, succession planning, capability building and ensure high quality recruitment and foster a strong and visible culture of service, excitement, teamwork, and productive effort in the local market
The Person
13. Six Sigma certification
14. Tertiary qualification in Business or related field
15. Previous public sector experience
16. Leadership of large teams 20+
17. Experience working closely with and effectively with commercial account managers
18. Successful leadership of a warehouse and/or logistical operation
19. Proactive management of safety, quality, and other Risk Management programs and development/enhancement of associated culture
20. Records Management experience
21. A demonstrated ability to understand targets and business objectives and develop and execute against plans to achieve
22. Proven ability to develop talent (including providing effective coaching and feedback)
23. Demonstrated ability to solve multi-dimensional problems
24. Account Management skills
25. Advanced Negotiations skills
26. Demonstrated ability to motivate and drive team members
27. Business planning and prioritisation skills
28. Executive presence and strong impact and influencing skills
29. Ability to understand and apply market intelligence and research to sales strategy
30. Well-developed verbal and written communication skills
31. Ability to present information effectively to diverse groups
Category: Operations Group