Director, Global IT Service Operations

Iron Mountain Incorporated Collegeville , PA 19426

Posted 2 months ago


Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 Americas Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, data centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Visit for more information.


The Director of IT Service Operations has responsibility for the daily activities and overall quality of the services provided by the following teams: the service desk, remote desktop, critical incident management, regional escalation management and the global access management team.

The primary area of focus for this role is the continuous improvement of the user experience, for both our internal and a limited number of external users. As the front line contact for our IT customers, it is imperative this individual is responsive and empathic at all times. This role also owns the production of clear, targeted and effective communication to our user community. As the leader of a heavily outsourced team, the role requires expert vendor management abilities and the drive to hold our partners accountable for meeting all SLAs while continuing to meet (or exceed) our expectations for customer satisfaction.

Key Accountabilities:

  • Oversee and monitor the overall performance of the Service desk

  • Accountable for CSAT and overall IT user experience

  • Audit and confirm all SLAs are being met on a consistent bases

  • Leverage our partner agreements to assure our users are receiving quality services

  • Develop / demand improvement plans for all unmet expectations

  • Serve as an Escalation Point for the user community

  • Leadership of the Escalation Management team

  • Supporting regionally specific improvement plans

  • Coordinating the engagement, support and escalation of L3 Infrastructure resources

  • Advance the Iron Mountain user global access management function (Quality / Accuracy and Productivity).

  • Provide quarterly productivity and quality reporting for the Service Operations functions you oversee

  • Oversee and provide hands on support of incident management and recovery efforts as needed

  • Oversee and manage all HR functions for your local and global team members

  • Develop your leaders and generate succession plans

  • Propose goals and objectives that will advance you teams effectiveness and meet enterprise level objectives

  • Leverage your team to propose and accomplish project work that will improve your team ability to deliver the highest quality service

  • Support Audit requirements related to your teams function as needed

  • Represent IT Service Delivery on client calls or Sr. Leader communications as needed

  • This role is a senior leadership role, with a team of ~15 global Iron Mountain professions and 100+ partner resources


  • Strong technical acumen

  • Deep understand of the various IT teams and their functions

  • Strong understanding of all of IM applications and their functions

  • Strong understanding or our Global IT ecosystem

  • Strong working knowledge IMs escalation plans

  • Strong written communication skills

  • International experience

  • Ability to verbally communicate effectively with Technical and Business teams

  • Possess strong analytical skills

  • Must be resourceful, finding information and resources quickly to enable reduced system downtime

  • Operational execution excellence

  • A technology-related BS or MS

  • MBA would be an asset

  • 8 to 15 years of progressive levels of management


Every Iron Mountain employee has an obligation to promptly report issues and violations.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people. Globally, we believe it is our diversity that contributes to our companies shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Requisition # 2019-20854

Category Information Technology

Type Full-Time

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Director, Global IT Service Operations

Iron Mountain Incorporated