Iron Mountain Senior Manager, Global IT Service Operations in Remote, Massachusetts
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
The Senior Manager, Global IT Service Operations has responsibility for the daily activities and overall quality of the services provided by the following teams: the service desk, remote desktop, critical incident management, regional escalation management and the global access management team.
The primary area of focus for this role is the continuous improvement of the user experience, for both our internal and a limited number of external users. As the front line contact for our “IT customers,” it is imperative this individual is responsive and empathic at all times. This role also owns the production of clear, targeted and effective communication to our user community. As the leader of a heavily outsourced team, the role requires expert vendor management abilities and the drive to hold our partners accountable for meeting all SLAs while continuing to meet (or exceed) our expectations for customer satisfaction.
Oversee and monitor the overall performance of the Service desk
Accountable for CSAT and overall IT user experience
Audit and confirm all SLAs are being met on a consistent bases
Leverage our partner agreements to assure our users are receiving quality services
Develop / demand improvement plans for all unmet expectations
Serve as an Escalation Point for the user community
Leadership of the Escalation Management team
Supporting regionally specific improvement plans
Coordinating the engagement, support and escalation of L3 Infrastructure resources
Advance the Iron Mountain user global access management function (Quality / Accuracy and Productivity).
Provide quarterly productivity and quality reporting for the Service Operations functions you oversee
Oversee and provide hands on support of incident management and recovery efforts as needed
Oversee and manage all HR functions for your local and global team members
Develop your leaders and generate succession plans
Propose goals and objectives that will advance you team’s effectiveness and meet enterprise level objectives
Leverage your team to propose and accomplish “project work” that will improve your team ability to deliver the highest quality service
Support Audit requirements related to your teams function as needed
Represent IT Service Delivery on client calls or Sr. Leader communications as needed
This role is a senior leadership role, with a team of 15 global Iron Mountain professions and 100+ partner resources
Key Skills, Requirements and Competencies:
Strong technical acumen
Deep understand of the various IT teams and their functions
Strong understanding of all of IM applications and their functions
Strong understanding or our Global IT ecosystem
Strong working knowledge IM’s escalation plans
Strong written communication skills
Ability to verbally communicate effectively with Technical and Business teams
Possess strong analytical skills
Must be resourceful, finding information and resources quickly to enable reduced system downtime
Operational execution excellence
A technology-related BS or MS
MBA would be an asset
8 to 15 years of progressive levels of management
Category: Information Technology Group
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.
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