Operations State Manager

2 weeks ago

Brisbane, Queensland, Australia Iron Mountain Full time

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 Job

The 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 Responsibilities

Lead the team of mailrooms, BPO and imaging centres across the QLD region

Manage and direct operational activities to achieve performance and cost targets

Develop, meet/exceed commercial KPIs within remit

Delivery of Service Excellence to customers, measured in customer satisfaction and continuous improvement

Oversee 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 followed

Embrace best practice by engagement throughout NSW and adopt the best practices, where practical, for continuous improvement

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

Align and ensure the accuracy of all customer contracts, rates, billing and CRM data for customer accounts

Cultivate and maintain effective business relationships with executive decision makers across accounts

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

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

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

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

Tertiary qualification in Business or related field

Leadership of large teams 20+ Mailroom or BPO experience

Experience working closely with and effectively motivating account managers

Successful leadership of a warehouse and/or logistical operation/facility

Proactive management of safety, quality, and other Risk Management programs and development/enhancement of associated culture

Demonstrated ability to understand targets and business objectives and develop and execute against plans to achieve

Proven ability to develop talent (including providing effective coaching and feedback)

Demonstrated ability to solve multi-dimensional problems

Advanced Negotiations skills

Demonstrated ability to motivate and drive team members

Business planning and prioritisation skills

Executive presence and strong impact and influencing skills

Ability to understand and apply market intelligence and research to sales strategy

Well-developed verbal and written communication skills

Ability to present information effectively to diverse group

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

Employee 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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