Senior Best Practice and Delivery Manager
Iron Mountain
Date: 3 weeks ago
City: Mascot, New South Wales
Contract type: Full time
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.
The Job
The Senior Best Practice and Delivery Manager is a critical role for Digital Operation business in the ANZ region, to establish operational excellence frameworks, standardise delivery and onboarding, and drive continuous improvement across the organization's operational functions. You will support and execute the strategic vision, collaborate with cross-functional teams, and engage with
clients and stakeholders ensuring the Digital Operations business is innovative and competitive. You will lead change initiatives, promote standardisation, identify and mitigate risks through effective governance controls, provide mentorship and leverage your technical expertise in intelligent document processing to
influence support organisations. The role will also oversee the successful delivery and onboarding of projects, ensuring they meet both client and operational requirements, timelines, and budget guidelines. Additionally, you will build and maintain strong relationships with clients, business stakeholders, and
partners, and lead continuous improvement initiatives to enhance service quality, reduce the cost-to-serve and increase operational efficiencies.
The Responsibilities
Leadership and Management
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [email protected]. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0086169
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.
The Job
The Senior Best Practice and Delivery Manager is a critical role for Digital Operation business in the ANZ region, to establish operational excellence frameworks, standardise delivery and onboarding, and drive continuous improvement across the organization's operational functions. You will support and execute the strategic vision, collaborate with cross-functional teams, and engage with
clients and stakeholders ensuring the Digital Operations business is innovative and competitive. You will lead change initiatives, promote standardisation, identify and mitigate risks through effective governance controls, provide mentorship and leverage your technical expertise in intelligent document processing to
influence support organisations. The role will also oversee the successful delivery and onboarding of projects, ensuring they meet both client and operational requirements, timelines, and budget guidelines. Additionally, you will build and maintain strong relationships with clients, business stakeholders, and
partners, and lead continuous improvement initiatives to enhance service quality, reduce the cost-to-serve and increase operational efficiencies.
The Responsibilities
Leadership and Management
- Support the region’s revenue and gross margin expansion goals
- Support execution of the strategic vision, aligning with business goals
- Mentor, inspire and work with the Digital Operations leadership team, fostering a culture of continuous improvement and innovation
- Lead delivery initiatives, ensuring project requirements and objectives are delivered and realised
- Engage with clients, stakeholders, and internal businesses units to understand their needs and objectives ensuring the business remains innovative and competitive
- Lead change initiatives, ensuring a smooth transition and minimal disruptions
- Provide mentorship and professional development opportunities across teams.
- Identify and lead best practices on requirements, technical and operational delivery
- Drive knowledge management and organizational learning initiatives
- Provide technical expertise and guidance to cross-functional teams on complex problems
- Provide expert analysis and insights into 3rd Party (vendor) and In-house software upgrades and migrations
- Stay up to date on emerging technologies and industry trends to inform project direction and innovation.
- Lead the successful delivery of projects and operational excellence, ensuring they meet both client and operational requirements, timelines and agreed outcomes
- Monitor project progress and implement corrective action as needed
- Identify potential risks and develop mitigation strategies to ensure project success
- Build and maintain strong relationships with clients, stakeholders, and technical / service partners
- Support pre-sales engagement and activity to support the Digital Business Unit’s growth targets
- Collaborate with clients to understand their needs and provide tailored solutions and/or advice
- Communicate effectively with all levels of the business, providing regular updates on status and improvement initiative
- Identify team opportunities for innovation and improvement
- Encourage and implement innovative solutions to improve processes and services
- Break down complex technical tasks into manageable work packages benefiting the team
- Foster collaboration across different teams and service areas to achieve cohesive and effective relationships
- Lead change management efforts to implement new operational processes and systems
- Lead continuous improvement initiatives against key customer, business, and commercial strategies that enhances service quality, reduces the cost-to-serve and increases operational efficiency
- Identify areas of improvement through regular retrospectives driving initiatives across human-in-the-loop (HITL), average-handling-time (AHT), key-performance-indicators (KPI), straight-through-processing (STP) and exception-management (EM)
- Lead data-driven decisions by defining clear business objectives, collection, data analysis (interpretation of patterns and trends) with insights to reduce uncertainty
- Stay up to date with industry trends and best practices, supporting new ways of working and best practice delivery methods to enhance overall project outcomes
- 8+ years of progressive experience in Technical Delivery, Operations Management, Project
- Management or like role/s
- Deep Industry experience - Business Process Outsourcing and Intelligent Document Processing
- Proven track record of implementing best practices and operational frameworks at scale
- Experience leading delivery and projects in complex, multi-stakeholder environments
- Background in process improvement methodologies (Lean, Six Sigma, Agile, etc.)
- Experience with organizational transformation and change managemen
- Demonstrated success in cross-functional collaboration
- Strategic thinking with ability to translate business goals into operational plans
- Strong leadership and stakeholder management capabilities
- Expert knowledge of operational excellence principles and methodologie
- Excellent project and program management abilities
- Advanced analytical skills and data-driven decision making
- Outstanding communication and presentation skills
- Proficiency in process mapping and operational design
- Change management expertise
- Problem-solving and critical thinking abilities
- Financial acumen and analysis experience
- Diploma/Bachelor's degree in Business, Technology, Business, Operations Management, or related field
- Professional certifications in project management, process improvement, or operational excellence (PMP, Six Sigma, ITIL, etc.) - Desired
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [email protected]. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0086169
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