Service Delivery Manager

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.

THE OPPORTUNITY :

Title :  Service Delivery Manager

Permanent role, hybrid role

Location :  Dragomiresti / Bucharest / Romania

About us :

Iron Mountain Incorporated (NYSE : IRM) provides information management services that help organizations lower the costs, risks and inefficiencies of managing their physical and digital data. The company's solutions enable customers to protect and better use their information—regardless of its format, location or lifecycle stage—so they can optimize their business and ensure proper recovery, compliance and discovery. Founded in 1951, Iron Mountain manages billions of information assets, including business records, electronic files, medical data, emails and more for organizations around the world.

Visit www.ironmountain.com for more information.

Primary purpose of the role :

The Service Delivery Manager (SDM) will be responsible for the successful implementation, operation and delivery of the projects, within timeline, budget and quality standards.

The SDM will act as the key interface between Iron Mountain, customer and all relevant internal and external stakeholders to ensure seamless service execution, operational excellence, and customer satisfaction.

This role requires strong project management, stakeholder engagement, service management abilities to oversee project execution, ensure compliance with service-level agreements (SLAs), and drive continuous improvements.

The SDM will manage the end-to-end service delivery lifecycle, from contract management to implementation, ongoing support, and performance monitoring. The SDM will report directly to the Operations Manager Central Europe.

Your role in our mission :

1. Service Delivery & Operational Managemen t :

Oversee the implementation and ongoing service delivery of projects

Ensure compliance & best practices, managing incident, problem, change, and service level management processes.

Collaborate with commercial, implementation, and operations teams to ensure efficient project execution.

Coordinate the operations team assigned to the project.

Monitor service performance against KPIs and SLAs, ensuring optimal service quality and delivery.

Proactively identify risks and escalate critical incidents to the global Critical Incident Management Team. Ability to lead multiple projects in parallel.

2. Client & Stakeholder Engagement :

Serve as the primary point of contact for the customer regarding all service delivery matters.

Participate in regular business reviews with the customer to assess service quality and identify areas for improvement.

Manage external communication with partners, subcontractors, and third-party vendors involved in service delivery.

3. Financial & Contract Management :

Manage project P&L, ensuring financial efficiency and cost control.

Oversee forecasting, budgeting, and financial reporting for the project.

Ensure compliance with contractual obligations, SLAs, and regulatory requirements.

Drive cost optimization initiatives while maintaining service excellence.

4. Continuous Improvement & Process Optimization :

Implement service improvement plans to optimize operational efficiency.

Identify and execute automation and digitization opportunities.

Reduce response times for troubleshooting and problem resolution.

Enhance agility and mobilization enablement to improve service responsiveness.

Promote best practices and knowledge sharing within the Digital Solutions Team.

Functional Knowledge, Skills, and Competencies :

• Bachelor’s degree in Business Management, or a related field.
• Min 2 years’ experience in leading projects and / or teams with proven track of efficiency results
• Experience working in banking, financial services, or digital transformation projects is a plus.
• Experience managing large-scale digital transformation projects is a plus.
• Strong stakeholder management, communication, and negotiation skills.
• Ability to lead cross-functional teams and manage external partners.
• Strong analytical and problem-solving skills with a strategic mindset.
• Proficiency in financial management, budgeting, and forecasting.
• Experience with agile methodologies and Lean principles.

Additional requirements :

Discover what awaits you :

Category : Operations Group