Service Delivery Technology Specialist

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.

Position Summary

The Digital Operations Delivery Technology Specialist is a key member of the Digital Operations team that is expected to identify opportunities and define standards for innovation and improvement as well as to drive actions to deliver improved performance for the operations.This will be accomplished through innovative solutions using advanced technology. The Specialist will support operational teams across the region, ensuring the right tools are being used by operational staff and management teams and designing new solutions to enhance operational tools and standards. The Specialist should apply technology experience and analysis skills to identify impactful opportunities for improvement and make recommendations to leadership for prioritization and execution. These improvements should be based upon global standard best practices and toolsets while at the same time, the specialist should be identifying ways to innovate and improve standard processes with a focus on technology and automation tools. The position will participate in setting financial and key performance goals across the operations in the region, as well as serving as the key resource for creating and executing plans to achieve the agreed upon goals. We are particularly keen to attract people within an operational delivery / managed services experience, experience in designing Intelligent Process Automation / Business Process Management services capabilities, and a track record of delivering complex continuous improvement projects for customer facing operations.

Responsibilities

• Serve as a subject matter expert for operational technologies across the region by applying industry experience, innovative solutioning and ensuring standard tools and processes are in place and executed as expected.

• Perform project reviews/assessments to support improvements in productivity and efficiencies with a focus on innovative solution process & technology design / re-design

• Support Operations with performance tools calibration and KPI reporting

• Identify variation from key performance indicators in operations and work with local teams to chart remediation paths, as well as follow up on progress through completion.

• Develop two-way relationships with the local operations teams so that teams seek out guidance and are eager to receive assistance.

• Assist in solution implementation planning and execution of large or complex customer engagements.

• Design and definition of requirements for improvement initiatives

• Testing and approval of developments for improvement initiatives (UAT)

• Modeling and projections for improvement initiatives  

• Assist in testing and documenting new tools and processes. Feed tool and platform roadmap through formulating ideas for improvement.

• Identify short and near-term technology initiatives needed to improve the performance of the operations as part of financial planning.

• Deliver results expected by initiative forecasts; identify blockers and proactively work to remove blockers.

• Support operations change management,  roll out and training on technology improvement initiatives 

• Execute ad hoc assignments as directed by management.

• Documentation of standards and expected outcomes

Skills and Experience:

  Skills:

• Ability to serve as an ambassador for Digital Operations Innovation across countries and regions through creating relationships and paths to success with individual operations.

• Strong understanding of and experience with relevant technology.

• Excellent data analysis skills.

• Advances spreadsheet and/or intermediate database skills.

• Strong knowledge of standard processes that can be scaled in a production environment.

• Comfortable presenting results of detailed analysis in summary to higher levels of the organization in order to gain support and approval.

• Ability to travel up to 40% of the time.

• Proficiency in English required; multilingual is a plus.

• Able to work with cross-functional teams to plan and accomplish goals.

• Comfortable reviewing financial models and understanding cause and effect of actions in the operations.

• Excellent written, oral and presentation skills. 

• Strong interpersonal, planning, and analytical skills.

• Self-motivated and a strong drive to seek information and support in succeeding.

• Ability to influence and negotiate.

• Ability to make decisions and think in broad terms, considering the impact to the entire company.

• Ability to team effectively at all levels of Iron Mountain and customer personnel (to include C-level) on a wide range of topics and issues.

Experience:

• Bachelor’s Degree required.

• 5+ years experience with relevant solutions from at least 2 of the following areas:

  • Business Process Outsourcing/Management technical experience - mailroom, scanning, data capture, etc.

  • Business solutions leveraging Machine Learning, Robotic Process Automation, Artificial Intelligence, Electronic Content Management, Document Management Systems, Workflow, Business Process Management and/or Information Governance.  

  • Proven experience in advanced document capture and data recognition technologies.

  • Experience with document scanning / digitization service delivery.

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