Assistant Manager, Data Center Service Delivery

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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.

Assistant Manager, Service Delivery

The Assistant Manager, Service Delivery provides hands on, day-to-day technical and business direction to a staff of 2-20 across multiple shifts supporting critical data center operational activities. The Manager, Service Delivery is responsible for assisting the Site Manager and for providing direction to support staff on shipping and receiving, completing customer installs, cross-connects, fiber network installs and working with MMR carriers to ensure that IMDC maintains 100% uptime while maintaining best in class customer service in an always-on data center environment.

The Assistant Manager, Service Delivery oversees operational logistics, transportation and asset management of data center devices ensuring optimal placement based on space, function, connectivity, and power and cooling allocations. High energy, a strong sense of urgency and dedication to your team, our customers and IMDC’s vision is required to be a success in this role.

Responsibilities:

● Manage and assign the Service Delivery tickets using the Service Now ticketing system. This will

include, but is not limited to, trouble tickets and customer installations

● Ensure that the inventory system is managed and up to date for current and in-pipeline projects.

● Work closely with vendors, field technicians, and carriers to resolve service issues and drive

improvements; Team management Service Delivery Engineers; line management, rostering,

review staff’s performance, identify training needs, develop training plans, and plan training

sessions to improve quality of service and staff development

● Point of contact/ escalation point for customer and colleagues with regards to Service Delivery

topics

● Participate in customer meetings with regards to design of customer environments and planning

of implementations

● Lead process improvement related to data center services

● Oversee Shipping and Receiving activities of Service Delivery team as they accept delivery and

tracking of packages internally, packaging/unpacking and loading/unloading of deliveries for

customers, carriers, vendors or other offices

● Oversee the safety and cleanliness of the environment and occupants by being proactive in

identifying issues, Manage team to ensure accurate design, installation and termination of all

cabling infrastructure within the DC (gathering requirements, designing, labeling, testing and

documentation)

● Meet-Me-Room Management

● Manage Remote Hands team– Server Reboots, power cycling equipment, replacing equipment,

and Rack/Stack/Configure hardware

● Ensure physical security of data center, building, and occupants by maintaining site security

protocols, badging requirements and data protection procedures

● Maintain knowledge of all changes going on within the building and proactively manage any

potential impacts to Operations and customers via the change management process

Qualifications:

● 3-5 years’ experience in a critical operations environment. Data center experience

required

● Experience managing medium-sized projects without supervision

● Ability to quickly delegate troubleshooting for a range of technical situations with diverse scope

and complexity in a critical operations environment and resolve effectively and efficiently

● ServiceNow experience a plus

\#Li-Remote

Category: Operations Group

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: J0072402

LeadFlex Job ID: 266174

External ID: J0072402

ATS Tracking ID: 6615

Vendor ID: 6615

Post Date: 04/15/2024

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