Opportunities in the Upfront Portfolio


Service Delivery Manager (non-remote)



Dallas, TX, USA
Posted on Friday, June 21, 2024


Responsible for leading and managing all aspects of the operations. Responsible for overall Positive Employee Experience, Customer Satisfaction and Safety within the specific market. Provides leadership on all aspects of Operational Excellence and Service Level Agreements. Reports directly to Director. Oversees communication regarding day-to-day Imaging and Mailroom Operations, challenges/concerns. Knowledge of vendor management is a huge plus. Responsible for overall management of the specific task order(s). Responsible for the effective management of budget and personnel; accountable for the quality and timely delivery of contractual items. Ensures that all required resources including labor, service standards, computer time, supplies and facilities are available for program operations. Manages program including task deficiency identification, project design, development and execution; maintains close liaison with the customer. Assists IT services and Implementation on testing and root cause as well as open and follow tickets on all IT issues with Digital Solutions.

This position leads multiple Supervisors on multiple shifts and ensures multiple vendors are providing accurate and timely service critical to operational SLAs. Ensures hands-on active leadership by holding supervisors and vendors accountable and ensures safety and security procedures are followed. Works closely with the user base to evaluate, researches and recommends information management solutions. The position will also provide subject matter expertise support for solution engineering and ongoing process improvement.


A. Prepares program objectives in accordance with long-range plans and mission set by management

B. Serves as the primary day-to-day contact to include planning, documenting and execution of targeted timelines, as well as the day forward aspects of the operations.

C. Leads internal team calls and meetings with the project team, division and districts as well as with customer to move implementation through all phases and to ensure open communication and program progress. Maintains the day forward communication between client and operations.

D. IT point of contact for implementation and issue resolution for internal and external person(s) as well as ticket follow-up and input.

E. Develops project plans and utilizes reporting tools to measure quality, security, timelines and compliance to program requirements, while recommending workflow solutions.

F. Identifies challenges along with troubleshooting through operational issues as they arise while escalating to Operations Manager or appropriate team.

Functional Knowledge, Skills, and Competencies :

A. Thorough knowledge of Customer Relationship and Vendor Management.

C. Strong organization and planning skills for a team of 100.

D. Effective management skills, including proven ability to lead and motivate people.

E. Ability to develop and implement strategic plans to meet service level agreements consistently

F. Ability to communicate clearly to customers

G. Ability to apply decisions, and to think in broad terms, considering the impact of decisions across the entire company.

H. Ability to analyze data reports for trending, billing and production goals.

I. Excellent written, oral and formal presentation skills.

J. Ability to multi-task and prioritize issues in a complex environment.

K. Proficiency in computer skills in a PC environment including Microsoft Word, Power Point, Outlook, Excel and Google applications which includes Sheets, Slides, and Docs.

Financial Acumen: Solid understanding of financials and how to use reporting for trending and pipelines to forecast activity and labor requirements, while understanding the impact to the operation.

Leadership : This is an onsite leadership role and is responsible for driving a strong culture of leadership consistent with standards and approaches to talent assessment. Ensures development plans are in place, reviewed and completed by all exempt as well as any high potential hourly employees.

Problem Solving : Finding the balance between workload and staffing. Performing time studies to achieve the most efficient and effective production workflow/process. Analyze quality reports to produce preventative actions. Process improvement using Lean Sigma or other methodologies regularly.

Nature of Impact : This role is critical to the success of customer facing programs. Solid understanding and ability to increase performance and drive production to exceed customer service levels.

Area of Impact : Directly impacts Digital Solutions revenue by market and territory.

Interpersonal Skills : This position requires interaction with multiple areas of Iron Mountain and Client with greater focus on local market communication. External communication may consist of frequent Customer meetings, written and verbal communication daily. Ability to communicate effectively current processes, service levels and challenges.

Job / Physical Requirements/Qualifications:

Physical Requirements :

Employee will need to be able to lift customer boxes as needed in production environment up to 35 pounds.

Travel Requirements:

Total travel: 5%

Local travel: 10%

Overnight travel: 5%

This is a full time, onsite position.

Utilization of Time and Equipment :

  1. Laptop / desktop computer, telephone, peripherals, analyze metrics and

  2. Reporting to measure staff and service level commitments.

  3. Assist IT or Hardware maintenance

  4. Solution focus, compliance, team development, operational improvement

Education : 4-yr College or equal experience

Experience: 7-10 years

Disclaimer: This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. They may be subject to review. All positions within Iron Mountain may include other duties as assigned.

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.

Requisition: J0072254