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Director Digital Operations

1 month ago

Kuwait City, Al Asimah Iron Mountain Full time

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 Director of Digital Operations will be responsible for leading and managing all aspects of Iron Mountain's Digital Operations within the assigned area of ownership. As the business owner, the Director has accountability for driving Financial Results, Business Development, Positive Employee Experience, Customer Satisfaction and Safety within the assigned geographies.

Responsibilities

Service Delivery

The Director will be responsible for the performance of all Digital Solutions Operations in the region. This performance includes customer KPIs for on time performance, quality and any other pertinent measurements required by agreements Iron Mountain has with its customers. Director will also be responsible for Iron Mountain best practices and procedures that traverse business lines are followed. The Director must be equally adept at identifying root causes of delivery issues, identifying appropriate remediation and overseeing the remediation activities being as hands on as required given urgency.

Operational Excellence and Production Management

Regularly meet with Digital Operations Managers and Supervisors to review operational results. Ensure hands on, active leadership, and that decisions are made based on review and analysis of activity to understand resource allocation, production capacity, challenges and opportunities. Hold Operations Managers and Supervisors accountable for production results, ensuring all standard workflows, safety & security procedures are followed and understood by team. Also, to ensure the quality of service is continuously improving, and that they are conducting semi-annual self-audits for market to prepare for audits from the Internal Audit group and actively participate in the safety review process to ensure we have addressed root causes and taken corrective action to prevent future instances.

Cross Functional Coordination

The Director will be responsible for serving as the main point of coordination between the operations and other functional teams across Iron Mountain. The Director will communicate with IT and Commercial peers on Operational status, plans and any challenges that affect other areas or from which assistance is sought. The Director will be called upon as the operational expert as an escalation point for Customer concerns and in the pursuit of new opportunities along with Commercial resources.

The Director, along with the Vice President and Finance Business Partner, will be responsible for the financial planning and performance of Digital Operations in the region. This includes financial forecasting and delivering the financial results expected by the business. In order to deliver on financial results, the director will work with the operations in the region to ensure that each customer engagement is delivering the expected financial result or that an active plan is in progress to bring the financial results in line with expectations.

Financial Oversight: Manage financial performance of market by partnering with the Finance Business Partner to analyze trends and monitor P&L. Develop and execute appropriate plans to achieve targets based on current performance and forecasted trends. Works with VP and Finance Business Partner to develop gap plans to minimize risk of missing financial objectives. Manage against annual operating and capex budgets that are consistent with market strategy. Manage rack and capacity utilization. Maintain a 5-year real estate plan to proactively address space needs and shifts in customer activity. Assist in pricing and structuring deals to acquire new business with the objectives of maintaining a high rate of growth, favorable internal rate of return and economic margin, increasing market share, and improving profitability by achieving operating leverage.

Business Development

Revenue Management: Drive revenue growth for market by partnering with Sales team in developing, identifying and implementing marketing and selling strategies. Partner with Sales and Customer Service Teams to ensure SLA's are met. Develop relationships with top customers in market (strategic, multi-city and large Local). Develop and implement price increases on field book of business. Participate in key account renewals with authority to sign contracts.

Account Executive Sponsorship: Work closely with Sales/Account Management on opportunities and removing obstacles to expedite revenue generation. Develop and maintain key external relationships with trade associations (i.e. ARMA, AIM), customers and competitors. Drive initiatives within market. Participate in tactical Acquisitions.

Leadership, Talent Development & Culture

Organizational Structure: Regularly review organizational structure and labor capacity to ensure appropriate alignment with business volume and margin expectations/budget plans.

Employee Development: Responsible for driving a strong culture of leadership development with consistent standards and approaches to talent assessment. Ensures Development Plans are in place, acted upon, regularly reviewed and completed by all exempt employees and high potential hourly employees. Partners with Human Resources on development activities and workshops to address the key competencies required for success in each role and to support individual development plans. Partner with HR Business Partner to ensure talent is reviewed regularly and successors identified for all exempt roles.

Culture: Responsible for creating a positive and inclusive work environment that values and respects the ideas and experience of all employees. Ensure Iron Mountain's core values are upheld throughout the market providing necessary leadership and focus to the frontline workforce. Partner with Human Resources to foster and promote a positive work environment for all employees through active leadership, self and team, and regular open, two-way communication.

Skills and Experience

  • Hands on experience with non-voice Business Process Outsourcing (mailroom, scanning, data capture services) in support of multiple Customer industries or large government organizations/ministries
  • Well rounded technical experience in support of BPO/BPM operations. Working knowledge of how infrastructure and platforms are intertwined. Solid understanding of possibilities of organizing and reporting data through databases.
  • Ability to lead large and diverse operational teams and comfortable leading & interacting with technical teams.
  • Ability to analyze financial statements, forecast and measure to budget.
  • Broad knowledge and technical background in document management; Experience with Kofax Capture, Kofax KTM.
  • Bachelor's degree required; advanced degree preferred (MBA or similar).
  • Excellent proficiency in Arabic and English languages
Seniority level
  • Director
Employment type
  • Full-time
Job function
  • Management and Other
  • Industries
  • IT Services and IT Consulting
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