Director, Digital Operations

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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Position

The Director of Digital Operations will be responsible for leading and managing all aspects of Iron Mountain’s Digital Operations within the assigned area of ownership. As the business owner, the Director has accountability for driving Financial Results, Business Development, Positive Employee Experience, Customer Satisfaction and Safety within the assigned geographies.

The role will serve as the operational strategy and tactical expert for all assigned Digital Operations and will have direct oversight of 15 Digital Operations sites across Australia and New Zealand supporting a US$25M+ regional P&L. The Director must be capable of managing to key performance indicators, identifying specific opportunities and leading actions for improvement where required. This role is expected to serve as the operational subject matter expert and lead through influence across the region in all Digital Solutions related operational matters. The Director must show exceptional decision making skills based upon the near and long term best interest of the organisation and customers that are based on solid business experience and company values.

The role will play a significant role in shaping the multi-year financial planning, meeting budgets, evolving the capability roadmap and overseeing the operational delivery for the region in terms of quality, timeliness and efficiency. The role will be key in coordination across the functional areas of Iron Mountain such as HR, IT, Finance, Solutioning, Implementation and Product Management to ensure near term needs of the customers and operations are met and longer term planning is aligned with the regional, global and product strategies. The role will report to the Vice President, Digital Operations - APAC .

The Responsibilities

Service Delivery: performance of all Digital Solutions Operations in the region. This performance includes customer KPIs for on time performance, quality and any other pertinent measurements required by agreements Iron Mountain has with its customers.

Iron Mountain best practices and procedures that traverse business lines are followed.

Identify root causes of delivery issues, identify appropriate remediation and overseeing the remediation activities being as hands-on as required given urgency

Operational Excellence and Production Management: Regularly meet with Digital Operations Managers and Supervisors to review operational results.

Ensure hands on, active leadership, and that decisions are made based on review and analysis of activity to understand resource allocation,production capacity, challenges and opportunities

Hold Operations Managers and Supervisors accountable for production results, ensuring all standard workflows, safety and security procedures are followed and understood by team

Ensure the quality of service is continuously improving, and that they are conducting semi-annual self-audits for market to prepare for audits from the Internal Audit group and actively participate in the safety review process to ensure we have addressed root causes and taken corrective action to prevent future instances

Cross Functional Coordination: Serve as the main point of coordination between the operations and other functional teams across Iron Mountain

Communicate with IT and Commercial peers on Operational status, plans and any challenges that affect other areas or from which assistance is sought

Be called upon as the operational expert as an escalation point for Customer concerns and in the pursuit of new opportunities along with Commercial resources

Financial Execution: Financial planning and performance of Digital Operations in the region

Financial forecasting and delivering the financial results expected by the business

Work with the operations in the region to ensure that each customer engagement is delivering the expected financial result or that an active plan is in progress to bring the financial results in line with expectations

Play a supporting role in pursuing future opportunities in order to ensure operational and financial success

Financial Oversight: Manage financial performance of market by partnering with the Finance Business Partner to analyse trends and monitor P&L.

Develop and execute appropriate plans to achieve targets based on current performance and forecasted trends

Work with VP and Finance Business Partner to develop gap plans to minimise risk of missing financial objectives

Manage against annual operating and capex budgets that are consistent with market strategy

Manage rack and capacity utilisation. Maintain a 5-year real estate plan to proactively address space needs and shifts in customer activity

Assist in pricing and structuring deals to acquire new business with the objectives of maintaining a high rate of growth, favourable internal rate of return and economic margin, increasing market share, and improving profitability by achieving operating leverage

Approval authority for pricing proposals impacting assigned market(s)

Develop, present and maintain annual business plan for market(s)

Financial Acumen: Management of financial statements and how to use the data to make business decisions

Analyse activity trends and pipelines to forecast activity and labour requirements

Understand the impact of price and deal structure on the bottom-line

Multi-Year Planning: Develop the business strategy for growth in the region. This strategy will be the basis for the multi-year planning that will include expected operational profitability along with initiatives to deliver improvement, investments in operational capabilities and investments in transformational items in the operations such as facility consolidations or expansions.

Business Development

Revenue Management: Drive revenue growth for market by partnering with Sales team in developing, identifying and implementing marketing and selling strategies

Partner with Sales and Customer Service Teams to ensure SLA’s are met

Develop relationships with top customers in market (strategic, multi-city and large Local). Develop and implement price increases on field book of business. Participate in key account renewals with authority to sign contracts

Account Executive Sponsorship: Work closely with Sales/Account Management on opportunities and removing obstacles to expedite revenue generation

Develop and maintain key external relationships with trade associations (i.e. ARMA, AIM), customers and competitors. Drive initiatives within market. Participate in tactical acquisitions

Leadership, Talent Development and Culture: Build scale and develop talent

Play a role in identifying people who can be counted on for stretch assignments or are ready to serve in expanded roles based upon previous performance

Ensure that each operation has succession planning in place, as well as contingency planning to handle unexpected management challenges

Organisational Structure: Regularly review organisational structure and labour capacity to ensure appropriate alignment with business volume and margin expectations/budget plans

Regularly review organisational model to ensure plan and resources are in place to meet the needs of our customers, operational metrics and financial goals. Partner with Human Resources as needed to make organisational changes

Employee Development: Drive a strong culture of leadership development with consistent standards and approaches to talent assessment

Ensure Development Plans are in place, acted upon, regularly reviewed and completed by all exempt employees and high potential hourly employees

Partners with Human Resources on development activities and workshops to address the key competencies required for success in each role and to support individual development plans

Partner with HR Business Partner to ensure talent is reviewed regularly and successors identified for all exempt roles

Culture: Create a positive and inclusive work environment that values and respects the ideas and experience of all employees

Ensure Iron Mountain’s core values are upheld throughout the market providing necessary leadership and focus to the frontline workforce

Partner with Human Resources to foster and promote a positive work environment for all employees through active leadership, self and team, and regular open, two-way communication

Create an environment where innovative ideas from all team members are welcome, reviewed and actioned. Ultimately accountable for implementing and driving a safety culture

The Person

Hands on experience with Business Process Outsourcing (mailroom, scanning, data capture services) in support of multiple Customer industries

Well rounded technical experience in support of BPO\BPM operations

Working knowledge of how infrastructure and platforms are intertwined

Solid understanding of possibilities of organising and reporting data through databases

Ability to lead large and diverse operational teams and comfortable leading & interacting with technical teams

Ability to analyse financial statements, forecast and measure to budget

Bachelor’s degree required; advanced degree preferred (MBA or similar)

Must have demonstrated ability for independent decision making, supporting large customer groups, and managing highly visible projects

Must be able to deliver work efficiently through formal and informal channels and display broad understanding of business practices and policies

Ability to work well in a globally matrixed organisation that is fast paced with heavy competition for scarce resources

Must be able to manage programmes assigned such that high-impact issues are identified, understood, communicated, and dealt with in a manner that mitigates risk to the programme

Proven ability to understand customer challenges and work with operations and sales teams to develop win-win solutions. Ability to adjust strategic plan and change course in the event key goals may be missed

Virtual and remote teaming ability

Excellent facilitation and presentation skills

Strong customer and executive communication skills, written and verbal

Strong P&L experience of similar scope and size

Strong business and financial acumen

Demonstrated ability to build short and long-term business plans

Ability to work with all levels of the organisation

Ability to travel 50% of the time

Strong command of the English language

Category: Operations Group

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Iron Mountain is committed to intentionally creating and supporting an inclusive and diverse workforce. Do you want to know more about our DEI efforts? Click here

At Iron Mountain, we challenge ourselves and inspire others to create innovative business solutions that make a positive environmental and social impact. Do you want to know more about our sustainability efforts? Click here

Do you want to get involved and make a difference? By joining Iron Mountain, you can also be part of our Employee Resource Groups.