Job Information
Iron Mountain Digital Operations Manager - SA/WA in Balcatta, Australia
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 successful candidate can be located in Adelaide or Perth
The Job
The Operations Manager for Digital Solutions is responsible for the delivery of services in one or more of Iron Mountain’s Digital Solutions operations. The role is office based and will have direct responsibility for operational teams and will ensure operational best practices are in place and followed to ensure timely, accurate, and efficient delivery of services to Iron Mountain’s customers. The Operations Manager will also be responsible for managing to key performance indicators, delivering on financial goals, and executing initiatives designed to deliver continuous improvement, scalability and position the operation for future growth.
The Manager will be the operational coordination point for commercial teams seeking support for new opportunities, financial teams seeking accurate financial statements and forecasts, the implementation team seeking partnership and operational readiness for new projects, and for IT in any problem resolution or capacity planning activities to improve the technical environment. The Manager must demonstrate good decision-making skills based upon the near and long-term best interest of the organization and customers that are based on solid business experience and company values. The Manager must also lead by example and be able to create plans that inspire confidence in managed teams, peers in other areas of the organization, and with customers.
The Responsibilities
Performance of the Digital Solutions Operations under remit which includes meeting customer service level agreements that are typically based on quality, timeliness of delivery
Handle adverse situations through root cause analysis, remediation planning, execution of remediation plans and related internal and external communication with the appropriate level of urgency
Capacity planning and productivity expectation setting for production resources based upon customer commitments and financial expectations
Provide accurate financial forecasts for revenue and controllable expenses both in the short and near term
Lead the operations team to deliver on financial forecasts and identify corrective actions when forecasts are not delivered if financial performance needs improvement
Executeorganisation best practices through the use of standard and supported toolsets
Execute initiatives designed to improve financial performance, promote scalability or other changes designed to improve the business
Ensure the operation, the processes followed and the staff maintains compliance with the organisation’s expectations related to privacy, security, safety, and upholding the company’s values
Ensure that effective communication is in place with other functional teams across Iron Mountain
Be theoperational expert as an escalation point for Customer concerns and in the pursuit of new opportunities along with Commercial resources
Depending on the size of the operation, the Manager will have 3-10 direct reports consisting mostly of Supervisors and Coordinators
Place focus on teaching operational staff how to plan, how to communicate, how to lead and solid problem resolution techniques applicable to each role
Develop succession plans and be capable of recognising and developing the potential of team members
The Person
Must be an Australian Citizen and eligible to obtain and uphold a Baseline Security Clearance if required
5+ years’ of Management experience with non-voice Business Process Outsourcing (mailroom, scanning, data capture services) or Shared Service center preferred
Working knowledge of technology components required to support BPO operations
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
Broad background in document management; Experience with Kofax Capture, Kofax KTM strongly preferred
Bachelor’s degree preferred
Must have demonstrated ability for independent decision making, supporting large customer groups, managing highly visible projects and competing demands for resources
Formal LEAN training and certification preferred
Ability to work well in a globally matrixed organisation that is fast pace Virtual and remote teaming ability
Comfortable leading presentations internally and externally and able to summarise complex issues for communication across different audiences
Good customer and executive communication skills, written and verbal
Ability to travel 30% of the time
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.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0073064
Iron Mountain
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