Iron Mountain is seeking a motivated Service Delivery Manager. In this role, you will be responsible for leading a dedicated team of records management officers within a Business Process Outsourcing (BPO) solution to ensure operational excellence and contract compliance. Based full-time onsite at a federal government facility in Mitchell, Australian Capital Territory (ACT), you will act as the primary lead for high-level client relationships, fostering a culture of teamwork, service excellence, and productive effort.
What You'll Do
In this role, you will:
* Drive Operational & Commercial Excellence: Manage and direct all operational activities and performance reporting to meet cost targets, ensuring the accuracy of customer contracts, billing, and Customer Relationship Management (CRM) data while delivering service excellence measured by continuous improvement.
* Cultivate Strategic Partnerships & Growth: Proactively manage executive-level relationships and collaborate with Account Executive teams to secure contract renewals with optimal terms, executing Annual Price Increase (API) and Consumer Price Index (CPI) plans to maintain best-in‐class market differentiation.
* Lead People, Change, and Compliance: Foster a high-performance culture through talent development and recruitment while leading major change projects such as system integrations—and ensuring strict adherence to both Iron Mountain and Government Operating Procedures and Workplace Health and Safety & Environment (WHS&E) standards.
What You'll Bring
The ideal candidate will have:
* Extensive Leadership Experience: At least 5 years of experience leading large teams (20+ members) within a warehouse, logistical, or records management operation.
* Public Sector Expertise: Strong knowledge of government environments and the ability to apply market intelligence to achieve complex business objectives.
* Strategic Problem-Solving: Proven ability in multidimensional problem-solving, executive-level stakeholder management, and advanced negotiations.
* Operational Risk Management: Demonstrated experience proactively managing safety, quality, and risk management programs to enhance organisational culture.
Please Note:
Due to the nature of our work with federal government clients, it is mandatory that the successful candidate holds a minimum of a Baseline Security Clearance.
Call to Action
If you are a strategic leader ready to make a tangible impact on government service delivery, we invite you to apply today and join our mission to protect and manage the world's information.
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