Get introduced to the
most exciting companies in
our portfolio.

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 follow-through on issues for first contact resolution.

• Provide coaching and counseling to support team members.

• Maintain a high-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 country-specific policies.)

• Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-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

Category: Sales

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.

Requisition: J0076049