Service Delivery Manager
Vor 4 Tagen
Geebung , Australia
Apply Now
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 JobThe Service Delivery Manager provides leadership, direction and planning for all mailroom, BPO and imaging teams across the region, 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 Hybrid and require travel regularly across the region.The ResponsibilitiesLead the team of mailrooms, BPO and imaging centres across the QLD regionManage and direct operational activities to achieve performance and cost targetsDevelop, meet/exceed commercial KPIs within remitDelivery of Service Excellence to customers, measured in customer satisfaction and continuous improvementOversee the implementation, comply with, and embrace Iron Mountain and BPO client Standard Operating Procedures, Standard Service Menu, and Operating Systems ensuring all processes in service delivery are being followedEmbrace best practice by engagement throughout NSW and adopt the best practices, where practical, for continuous improvementSecure 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 teamAlign and ensure the accuracy of all customer contracts, rates, billing and CRM data for customer accountsCultivate and maintain effective business relationships with executive decision makers across accountsManage operational performance reporting, advising on maximising customer relationships and creating an environment where account management and customer service are competitive and best-in-class differentiatorsLead 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 equipmentImplement 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 requirementsDevelop 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 marketThe PersonTertiary qualification in Business or related fieldLeadership of large teams 20+ Mailroom or BPO experienceExperience working closely with and effectively motivating account managersSuccessful leadership of a warehouse and/or logistical operation/facilityProactive management of safety, quality, and other Risk Management programs and development/enhancement of associated cultureDemonstrated ability to understand targets and business objectives and develop and execute against plans to achieveProven ability to develop talent (including providing effective coaching and feedback)Demonstrated ability to solve multi-dimensional problemsAdvanced Negotiations skillsDemonstrated ability to motivate and drive team membersBusiness planning and prioritisation skillsExecutive presence and strong impact and influencing skillsAbility to understand and apply market intelligence and research to sales strategyWell-developed verbal and written communication skillsAbility to present information effectively to diverse groupCategory: Operations GroupIron 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 hereAt 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 hereEmployee Resource Groups
Do you want to get involved and make a difference? By joining Iron Mountain, you can also be part of our Employee Resource Groups.
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