AddressThe 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 NSW 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
- Six Sigma certification
- 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
- Account Management skills
- 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
The Company
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.
