The Sr Director of Digital Operations, Service Delivery Manager will be responsible for leading and managing all aspects of Iron Mountain’s Digital Operations within the 2 countries (United States and Mexico: 50% Travel Required) for one particular program. As the business owner, direct accountability for driving customer satisfaction, financial results, positive employee experience, business development, operational excellence and safety within the program. This position reports to the Vice President, Global Digital Operations.

The role will serve as the strategic and operational expert for all business aspects of the digital operations to include high volume paper-to-image scanning operations, Intelligent Document Processing and business process management services. The Sr. Director will have leadership responsibility for an annual P&L; and possess the ability to manage multiple teams, consisting of 300 indirect reports, via previous director/managerial roles.

The Sr. Director must be capable of leading our operational excellence program through executing on key performance indicators, identifying specific opportunities, and leading actions for improvement where required. This role is expected to serve as the subject matter expert, leading through influence across the region in all digital business operational matters. The Sr. Director must possess broad and adaptive decision-making skills, leading with company values as well as the best interest of the organization and customer top of mind.

The position will play a significant role in creating the multi-year financial plan, meeting or exceeding budgets, evolving the capability roadmap, and overseeing the operational delivery for the region in terms of quality, timeliness, and efficiency. The role will be critical in coordination of efforts across the functional areas of Iron Mountain (e.g, HR, IT, Finance, Solutioning, Implementation, and Product Management) to ensure the near-term needs of the customers and operations are met and the longer-term planning is aligned with the regional, global, and product strategies.

The Ideal Candidate Characteristics & Credentials

• Proven comfort and ability leading and partnering cross-functionally with large and diverse operational teams, including highly technical teams
• Working knowledge of digital operations—scanning, digital mailroom, Intelligent Document Processing, ECM and business process management services —in support of multiple industries
• Strong P&L experience of similar scope and size
• Demonstrated ability to build short and long-term business plans
• Track record of success in a global organization that is fast paced and experiences heavy competition for scarce resources
• Evidence of business and financial acumen
• Ability to analyze financial statements, forecast, and measure to budget
• Demonstrated ability in independent decision making, supporting large customer groups, and managing highly visible projects
• Track record of delivering work efficiently through formal and informal channels and displaying broad understanding of business practices and policies
• Ability to partner effectively across all levels of the organization
• Excellent communication skills—both written and verbal
• Willingness to travel 50% of the time (or as required)
• Bachelor’s degree required; advanced degree preferred (MBA or similar)
• English/Spanish required. Multilingual a plus