Service Delivery Leader
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225, 000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
We are seeking a dynamic and experienced Service Delivery Leader to lead and optimize our Global B2B Customer Care Team. The ideal candidate will ensure exceptional customer service by managing team performance, resolving customer issues, and overseeing the Iron Mountain portal support.
Your role in our mission
Direct daily operations to ensure timely and knowledgeable responses.
Conduct performance reviews and provide regular feedback and coaching.
Hire, motivate, and reward team members.
Evaluate and enhance processes to boost efficiency and service quality.
Drive Index Accuracy & TAT per customer agreements, creating action plans as needed.
Resolve escalated issues within SLA guidelines.
Ensure accurate information and
- through on issues for first contact resolution.
Provide coaching and counseling to support team members.
Maintain a
- quality work environment to motivate top performance.
Work with internal teams to improve overall customer experience.
Ensure effective communication and coordination for customer benefit.
Manage Iron Mountain portal support, ensuring professional handling of service requests.
Valued skills and experience
Demonstrated expertise in leading and managing a customer care team.
Proficient in performance evaluation, coaching, and mentoring team members.
Skilled at fostering a positive and productive work environment.
Proven track record of delivering exceptional customer service.
Efficient in handling customer queries and complaints
Experienced in providing solutions that lead to customer satisfaction.
Adept at working with customers from diverse geographical locations.
Sensitive to cultural differences with the ability to adapt communication accordingly.
Proven ability to manage global customer expectations and requirements.
Capable of working autonomously and making independent decisions.
Strong organizational skills with the ability to prioritize tasks effectively.
Fluent in English.
Discover what we offer
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. (Local benefits may vary based on
- specific policies. )
Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious
- life balance (dependent on role).
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
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