Job Information
Iron Mountain Service Delivery Lead - ALM in Warszawa, Poland
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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
The Service Delivery Lead (SDL) is responsible for ensuring high-quality service delivery to clients, maintaining strong client relationships, overseeing billing, and engaging stakeholders across the organization. This multi-regional role involves overseeing the overall financial health of programs and collaborating with global customers to implement cost-effective solutions. The ideal candidate will have a robust background in customer service management, business administration, or account management.
Your role in our mission
Oversee end-to-end delivery of service solutions, ensuring compliance with agreed SLAs.
Monitor and report on service delivery, customer engagement, and regional performance metrics.
Track key performance indicators (KPIs) for operations, logistics, and revenue management.
Ensure transparent and accurate billing processes.
Maintain a comprehensive understanding of program financials, including budgets, forecasts, and financial performance metrics
Provide oversight to ensure the financial health of service programs.
Build and maintain strong, long-term client relationships by understanding and addressing client needs.
Conduct regular service reviews with clients, offering updates on service performance and addressing any issues.
Serve as the primary contact for clients regarding service delivery concerns.
Collaborate with various departments across multiple regions, including Operations, Customer Care, IT, and more.
Prepare and present regular reports on service offerings, revenue, performance, KPIs, and other insights to senior leadership.Oversee the resolution of major incidents and problems, coordinating with teams to identify root causes and implement preventive measures.
Communicate the status of major incidents and problems to clients and stakeholders promptly and transparently.
Valued skills and experience
Several years experience in service delivery management, customer care or account management
Strong financial management skills, with experience in budgets, forecasts, and financial performance.
Proven ability to manage client relationships and address service delivery issues.
Experience in collaborating with cross-functional teams and presenting to senior leadership.
Relevant certifications (e.g., ITIL, PMP) are highly desirable.
Proficiency with service management tools and IT systems
Fluent English (both written and spoken)
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
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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.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. 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: J0078126