Service Delivery Manager

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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Iron Mountain is seeking a dedicated Service Delivery Manager to join our Digital Business Unit team.

In this role, you’ll serve as the primary link between our clients and internal operations, driving service excellence across the entire customer lifecycle. By resolving service issues, managing key account communication, and optimizing billing strategies, your proactive partnership will ensure seamless service delivery and strengthen trust with our valued customers.

What You’ll Do (Responsibilities)

In this role, you will:

- Act as the primary customer point of contact: Manage allocated accounts to coordinate service delivery, conduct quarterly performance reporting, and maintain open communication.
- Resolve operational issues and root causes: Track, prioritize, and resolve service challenges while conducting root-cause analyses on SLA gaps to prevent future incidents.
- Coordinate cross-functional processes: Collaborate with Records Management, scan sites, and billing teams to ensure accurate invoicing, archival rule compliance, and secure data destruction or send-backs.
- Lead client onboarding and offboarding: Oversee both the Hypercare ramp-up phase for new accounts and the decommissioned ramp-down process for departing accounts.
- Ensure compliance and process optimization: Drive continuous process improvements while maintaining full compliance with information security, data protection, and IMS guidelines.

What You’ll Bring (Skills & Qualifications)

The ideal candidate will have:

- Excellent written and verbal communication skills in both Englis h and German (C1/C2 level).
- Qualified experience in Customer Care or the service industry, with hands-on experience in account coordination or customer support roles.
- Strong knowledge of service line processes, service management tools, and data administration.
- Proven ability to resolve complex complaints, manage cross-functional stakeholders, and perform under pressure.
- Exceptional organizational, time-management, and problem-solving skills with high attention to detail.

What We Offer (Benefits)

- Competitive compensation and benefits aligned with experience.
- Flexible work options/alternative work options to support work–life balance.
- Comprehensive health, wellness, and retirement plans.
- Opportunities for continuous learning and professional growth.

Ready to elevate your career while delivering exceptional customer experiences? Apply today to join our team!

Category: Customer Support