Iron Mountain Senior Best Practice and Delivery Manager in Mascot, AustraliaAt 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.
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 Support the region's revenue and gross margin expansion goalsSupport execution of the strategic vision, aligning with business goalsMentor, inspire and work with the Digital Operations leadership team, fostering a culture of continuous improvement and innovationLead delivery initiatives, ensuring project requirements and objectives are delivered and realisedEngage with clients, stakeholders, and internal businesses units to understand their needs and objectives ensuring the business remains innovative and competitiveLead change initiatives, ensuring a smooth transition and minimal disruptionsProvide mentorship and professional development opportunities across teams.Identify and lead best practices on requirements, technical and operational deliveryDrive knowledge management and organizational learning initiativesProvide technical expertise and guidance to cross-functional teams on complex problemsProvide expert analysis and insights into 3rd Party (vendor) and In-house software upgrades and migrationsStay 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 outcomesMonitor project progress and implement corrective action as neededIdentify potential risks and develop mitigation strategies to ensure project successBuild and maintain strong relationships with clients, stakeholders, and technical/service partnersSupport pre-sales engagement and activity to support the Digital Business Unit's growth targetsCollaborate with clients to understand their needs and provide tailored solutions and/or adviceCommunicate effectively with all levels of the business, providing regular updates on status and improvement initiativeIdentify team opportunities for innovation and improvementEncourage and implement innovative solutions to improve processes and servicesBreak down complex technical tasks into manageable work packages benefiting the teamFoster collaboration across different teams and service areas to achieve cohesive and effective relationshipsLead change management efforts to implement new operational processes and systemsLead continuous improvement initiatives against key customer, business, and commercial strategies that enhance service quality, reduces the cost-to-serve and increases operational efficiencyIdentify 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 uncertaintyStay up to date with industry trends and best practices, supporting new ways of working and best practice delivery methods to enhance overall project outcomesThe Person 8+ years of progressive experience in Technical Delivery, Operations Management, Project Management or like role/sDeep Industry experience - Business Process Outsourcing and Intelligent Document ProcessingProven track record of implementing best practices and operational frameworks at scaleExperience leading delivery and projects in complex, multi-stakeholder environmentsBackground in process improvement methodologies (Lean, Six Sigma, Agile, etc.)Experience with organizational transformation and change managementDemonstrated success in cross-functional collaborationStrategic thinking with ability to translate business goals into operational plansStrong leadership and stakeholder management capabilitiesExpert knowledge of operational excellence principles and methodologiesExcellent project and program management abilitiesAdvanced analytical skills and data-driven decision makingOutstanding communication and presentation skillsProficiency in process mapping and operational designProblem-solving and critical thinking abilitiesFinancial acumen and analysis experienceDiploma/Bachelor's degree in Business, Technology, Business, Operations Management, or related fieldProfessional certifications in project management, process improvement, or operational excellence (PMP, Six Sigma, ITIL, etc.) - Desired #J-18808-Ljbffr