We are looking for a Service Delivery Manager to join our Digital Solutions Operations team, who will manage customer contacts throughout the customer life cycle in a proactive and efficient fashion.

Your role in our mission:

• Ensure timely delivery of services based on SLAs, SOPs and locally agreed KPIs across DMS service line.

• Resolve customer issues through established processes and systems in cooperation with relevant service lines and provider.

• Carry out continuous improvement on CARE processes and service levels, as well as supporting systems.

• Handle external and internal contacts and networks to support in above.

• Proactively find suitable solutions to advance the customer experience & coordinate the Change Request process.

• Actively support in lead generation, reporting and similar as part of the overall customer approach.

• Drive the Governance calls at customer level (weekly & monthly).

• Maintain/Close in a timely manner the IM related open items in the Customer’s Issue Tracker.

• Reply/close the customer’s requests coming through the emails in a 24/72 hours SLA.

• Manage the Issue Resolution Tickets in OTRS (communication/ticketing system) and close them in a timely manner as per the agreed SLA’s.

• Providing the appropriate RCA to the customer.

• Driving the Reject/Rescan flow between the scan sites – operations - customer.

• Ongoing training and feedback for the existing resources, in order to meet the Accuracy and customer’s expectations.

• Applying their technical solution expertise in the implementation of the new customer’s requests.

• Communicating the process changes with the Operations team (scanning sites, Verification and customer’s).

• Hypercare support during the post-Go Live period until the process stabilization.

• Ensure the system/OCR set up as per the SOW agreements with the customers: observing, testing, suggest the changes/solutions and follow up for the implementation.

• Coordinate the downstream & Upstream processes in case of Outage.

Valued skills and experience:

• Direct experience in dealing with customers is essential.

• Strong performance working in teams.

• Telephone handling and complaint handling skills.

• Direct experience with learning in a dynamic organisation and open to change and ambiguity when dealing with problems on the fly.

• Time management/prioritisation skills.

• Excellent communication and social skills for the purpose.

• Outstanding customer focus – both internal and external.

• Able to build informal networks across functions, service lines and countries.

• Capacity to lead projects.

Discover what awaits you:

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing.

• Embrace Flexibility: Experience the freedom of hybrid work, enabling a harmonious work-life balance.

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

Category: Customer Support

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.

Requisition: J0079158