Opportunities in the Upfront Portfolio


Senior Director, DMS Operations (Memphis)



Sales & Business Development, Operations
Dallas, TX, USA
Posted on Friday, June 21, 2024

SENIOR DIRECTOR- Service Delivery Manager

The Opportunity

The Sr Director of Digital Operations, Service Delivery Manager will be responsible for leading and managing all aspects of Iron Mountain’s Digital Operations within the 2 countries for one particular program. As the business owner, direct accountability for driving customer satisfaction, financial results, positive employee experience, business development, operational excellence and safety within the program. This position reports to the Vice President, Global Digital Operations.

The role will serve as the strategic and operational expert for all business aspects of the digital operations to include high volume paper-to-image scanning operations, Intelligent Document Processing and business process management services. The Sr. Director will have leadership responsibility for an annual P&L ; and possess the ability to manage multiple teams, consisting of 300+ indirect reports, via previous director/managerial roles.

The Sr. Director must be capable of leading our operational excellence program through executing on key performance indicators, identifying specific opportunities, and leading actions for improvement where required. This role is expected to serve as the subject matter expert, leading through influence across the region in all digital business operational matters. The Sr. Director must possess broad and adaptive decision-making skills, leading with company values as well as the best interest of the organization and customer top of mind.

The position will play a significant role in creating the multi-year financial plan, meeting or exceeding budgets, evolving the capability roadmap, and overseeing the operational delivery for the region in terms of quality, timeliness, and efficiency. The role will be critical in coordination of efforts across the functional areas of Iron Mountain (e.g, HR, IT, Finance, Solutioning, Implementation, and Product Management) to ensure the near-term needs of the customers and operations are met and the longer-term planning is aligned with the regional, global, and product strategies.

The Role and Responsibilities

Service Delivery: The Sr. Director will be responsible for the performance of all digital operations outlined in the program. This performance includes customer KPIs for on-time performance, quality, and any other pertinent measurements required by Iron Mountain customer agreements. The Sr. Director must be equally adept at identifying root causes of delivery issues, identifying appropriate remediation, and overseeing the remediation activities in the regions.

  • Operational Excellence and Production Management: The Sr. Director will regularly meet with their direct reports to review operational matters and results. Ensuring hands-on, active leadership, the Sr. Director will base their decisions on review and analysis of activity with an understanding of resource allocation, production capacity, and challenges and opportunities at the region or country level. The VP will hold Directors accountable for production results, following workflows, and ensuring that safety and security procedures are followed and understood by all teams.

  • Cross Functional Coordination: The Sr. Director will be responsible for serving as the main point of coordination between the operations and other functional teams across Iron Mountain. This position will liaise with IT and Commercial peers on operational status, plans, and any challenges that affect other areas or from which assistance is sought. The Sr. Director will be called upon as the operational expert in both escalation of customer concerns and in the pursuit of new opportunities along with commercial resources.

Financial Execution: Working with the Vice President and Finance Business Partner, the Sr. Director will be responsible for the financial planning and performance of their Digital Operations. This includes financial forecasting and delivering the financial results expected by the business.

  • Financial Oversight: In partnership with the Finance Business Partner through the analysis of trends and the monitoring of P&L, the Sr. Director will manage financial performance of the program including all five operational sites. They will develop and execute appropriate plans to achieve targets based on current performance and forecasted trends. Working alongside Managers and the Finance Business Partner, the Sr. Director will develop gap plans to minimize risk of missing financial objectives and to manage annual operating and capex budgets that are consistent with market strategy.

  • Financial Acumen: The Sr. Director will play a key role in developing annual budgets, monthly forecasts and gap planning. The Sr. Director must demonstrate a solid understanding of financial statements and how to use the data to make business decisions including analyzing activity trends and pipelines to forecast activity and labor requirements.

Business Development

  • Account Sponsorship: The Sr Director will work closely with account management on the program as well as on removing obstacles to expedite revenue generation.

  • Problem Solving: The Sr. Director will demonstrate a proven ability to understand customer challenges and work with operations and sales teams to develop win-win solutions. The ability to adjust the strategic plan and change course to mitigate risk and ensure mission accomplishment is a critical competency.

Leadership, Talent Development, & Culture: While the Sr Director will need to earn and maintain the role of operational expert for the organization in the region, much focus should be placed on teaching operations management resources and lending experience in order to build scale and develop talent. The Sr. Director should also play a role in identifying high-potential talent that can be counted on for stretch assignments or are ready to serve in expanded roles based upon previous performance. Succession—as well as contingency—planning will also be part of this leader’s professional mandate.

  • Organizational Structure Oversight: The Sr. Director will be charged with regularly reviewing organizational structure and labor capacity to ensure appropriate alignment with business volume and margin expectations/budget plans. In addition, regular review of the organizational model will be required to ensure plan and resources are in place to meet the needs of our customers, operational metrics, and financial goals. The Sr. Director will partner with Human Resources as needed to make organizational changes.

  • Employee Development: The Sr. Director will be responsible for driving a strong culture of leadership development with consistent standards and approaches to talent assessment. They will ensure development plans are in place, acted upon, regularly reviewed, and completed by all exempt employees and high-potential hourly employees. Partnering with HR on development activities and workshops to address the key competencies required for success in each role and to support individual development plans, the Sr. Director will ensure talent is reviewed regularly and successors identified for all exempt roles.

  • Culture: The Sr. Director will be responsible for creating a positive and inclusive work environment that values and respects the ideas and experience of all employees. Ensuring Iron Mountain’s core values are upheld, providing necessary leadership and focus to the frontline workforce, driving a culture of safety, and partnering with HR to foster and promote a positive work environment for all employees through active leadership and regular, open, two-way communication will define this leader’s success. The Sr. Director will create an environment where innovative ideas from all team members are welcome, reviewed, and actioned.

The Ideal Candidate Characteristics & Credentials

  • Proven comfort and ability leading and partnering cross-functionally with large and diverse operational teams, including highly technical teams

  • Working knowledge of digital operations—scanning, digital mailroom, Intelligent Document Processing, ECM and business process management services —in support of multiple industries

  • Strong P&L experience of similar scope and size

  • Demonstrated ability to build short and long-term business plans

  • Track record of success in a global organization that is fast paced and experiences heavy competition for scarce resources

  • Evidence of business and financial acumen

  • Ability to analyze financial statements, forecast, and measure to budget

  • Demonstrated ability in independent decision making, supporting large customer groups, and managing highly visible projects

  • Track record of delivering work efficiently through formal and informal channels and displaying broad understanding of business practices and policies

  • Ability to partner effectively across all levels of the organizatio n

  • Excellent communication skills—both written and verbal

  • Willingness to travel 50% of the time (or as required)

  • Bachelor’s degree required; advanced degree preferred (MBA or similar)

  • English/Spanish required. Multilingual a plus

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: J0072626