Senior Operations Manager - Digital Scanning - London


Iron Mountain

Employment type:

Full Time

About the Job

Senior Operations Manager - Digital Scanning London , United Kingdom Apply Now 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 currently have an exciting opportunity for an experienced Senior Operations Manager to join Iron Mountain. The Senior Operations Manager will be responsible for leading and managing Operation of Iron Mountain's Digital Solutions business line in Hoddesdon, Hertfordshire.

This position works closely with the Cluster Leader, to drive operational excellence, financial results, business development, positive employee experience, customer satisfaction and safety within the specific market(s) aligned to the position and provides leadership on all aspects of operational excellence and partners with other functional teams to coordinate strategic selling and operational efforts for the market(s).

The position will be based on site in Hoddesdon.

Key Responsibilities:

Financial and Operational Success

Manage financial performance of digital solutions at the market level by partnering with the Cluster Leader, Regional Finance Manager and Director of Business Support to analyze trends and monitor P&L.

Develop and execute appropriate plans to achieve targets based on current performance and forecasted trends.

Works with the Cluster Leader and Director of Business Support to develop gap plans to minimize risk of missing financial objectives.

Manage against annual operating and capex budgets that are consistent with market strategy for digital solutions.

Proactively address space needs and shifts in customer activity focusing on the digital solutions managed programs.

Assist in pricing and structuring deals to acquire new business with the objectives of maintaining a high rate of growth, favorable internal rate of return and economic margin, increasing market share, and improving profitability by achieving operating leverage.

Organizational Structure

Regularly review organizational structure to ensure appropriate alignment with North America and Regional organizational model, plan and resources are in place to meet the needs of our customers, operational metrics and financial goals.

Partner with Human Resources as needed to make organizational changes.

Operational Excellence, Standards & Compliance

Regularly meet with Operations Supervisors to review operational results. Ensure hands on, active leadership, and that decisions are made based on review and analysis of activity to understand resource allocation, business capacity, challenges and opportunities.

Responsible for planning, executing, and managing the operational and customer objectives.

Regularly interact with the Customer which includes regular updates, escalations and new initiatives.

Manage the Operations department to meet or exceed service level expectations to meet client SLA's

Establish and track internal Key Performance Indicators to monitor workflow and assess performance and develop action plans to address underperformance

Monitor daily performance of all operations and management by taking action to maintain operational compliance with all company policies, procedures, and cost control objectives.

Develop short, mid, and long-term goals for improving processes and optimizing technology, lead organizational change initiatives with relevant stakeholders to secure buy-in and adoption, successful implementation, after-action reviews to solicit feedback and address any remaining issues

Establish KPIs and metrics to track and report on performance of processes and transform data into actionable insights and recommendations.

Lead and/or support optimization initiatives and projects while providing leadership and driving behaviors of direct reports through Operational Excellence.

Work cross-functionally with the other teams in the organization and interact with all levels of the organization to manage the business.

Responsible for driving a strong culture of leadership development with consistent standards and approaches to talent assessment

Responsible for creating a positive and inclusive work environment that values and respects the ideas and experience of all employees.

Ensure Iron Mountain's core values are upheld throughout the market providing necessary leadership and focus to the frontline workforce.

Effective manage complex decision making process with significant organizational impact, managerial and budgetary responsibilities.

Hold Operations Supervisors accountable to ensure safety & security procedures are followed and understood by the team, the quality of service is continuously improving, and that they are conducting semi-annual self-audits for the market to prepare for audits from the Internal Audit group.

Actively participate in the safety review process to ensure we have addressed root causes and taken corrective action to prevent future instances.

Business Development

Revenue Management - Drive revenue growth for the market by partnering with the Sales and Customer Service Teams to ensure SLA's are met. Identify opportunities to upsell additional scope of services by partnering with the customer.

Develop relationships with key stakeholders within the customer organization to secure account renewals.

Account Executive Sponsorship - Work closely with Sales/Account Management on opportunities and removing obstacles to expedite revenue generation. Develop and maintain key external relationships with customers. Drive initiatives within the market.

Culture and Employee Development


Responsible for creating a positive and inclusive work environment that values and respects the ideas and experience of all employees.

Ensure Iron Mountain's core values are upheld throughout the market providing necessary leadership and focus to the frontline workforce.

Partner with Workforce Experience Manager to foster and promote a positive work environment for all employees through active leadership, self and team, and regular open, two-way communication.

Creates an environment where innovative ideas from all team members are welcome, reviewed and actioned.

Ultimately accountable for implementing and driving a safety culture.

Employee Development

Responsible for driving a strong culture of leadership development with consistent standards and approaches to talent assessment.

Ensures Development Plans are in place, acted upon, regularly reviewed and completed by all exempt employees and high potential hourly employees.

Partners with Human Resources on development activities and workshops to address the key competencies required for success in each role and to support individual development plans.

Partner with HR Business Partner to ensure talent is reviewed regularly and successors identified for all exempt roles.

What you will bring

Substantial experience in a similar position leading/managing in a customer focused digital solutions industry

Process improvement, Lean Sigma experience

Previous experience in a matrix management organization

Previous operational experience in a fast growing environment strongly preferred

Previous experience managing client accounts, developing client relationships and maintaining a high degree of client retention.

Strong P&L experience of similar scope and size

Strong business and financial acumen

Demonstrated ability to build short and long-term business plans

Ability to work with all levels of the organization

Leadership: Ability to provide active/hands on leadership over all aspects of Iron Mountain's digital solutions and programs

Ensure Iron Mountain's core values are upheld throughout the market.

Proven experience in setting digital solutions strategy, vision, tone, and culture for the Market/Region that are in line with the Regional goals.

Demonstrated ability in driving initiatives and new products/services within the market as they relate to digital solutions/programs.

Financial Acumen: Solid understanding of financial statements and how to use the data to make business decisions. Analyze activity trends and pipelines to forecast activity and labor requirements. Understand the impact of price and deal structure on the bottom-line.

Decision Making: Ability to provide quality of service and tradeoff between performance, economics and profitability. Demonstrated success in handling various situations such as: Customer Related Issues, Service Issues, market issues and Human Resources Issues . click apply for full job details

At The Hidden Market we're committed to Equality, Diversity and Inclusion, read our policy here. We inform clients that candidates should be evaluated on merit of their skills, experience and commercial attributes in relation to the role, and not background, disability, race, age, gender, sexual orientation, education, or any other discriminatory factor.

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