Apply Now: Lead It Infrastructure Operations

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 Job Summary The Lead IT Infrastructure Operations will be responsible for effectively managing our IRM Infrastructure Operations Governance which includes managing our Managed Service Provider MSP relationship to ensure alignment with business objectives and optimal service delivery This role requires establishing clear communication channels maintaining comprehensive documentation and proactively monitoring performance against established Key Performance Indicators KPIs and Service Level Agreements SLAs In addition you will be accountable for developing and driving operational governance processes that will include problem management risk management monitoring standards security operations key performance Indicators and general ITSM processes for the entire operations team Responsibilities Infrastructure Operations Managed Service Lead Clearly define core IT requirements and expectations for the MSP Establish a Responsibility Matrix outlining the division of tasks and responsibilities billable vs extra-cost Engage in strategic planning to align MSP services with long-term business goals including handling technology updates and potential vendor transitions Ensure thorough documentation of all MSP processes and details Set and maintain clear expectations and SLAs with the MSP Foster clear proactive and transparent communication using multiple channels Conduct regular check-ins and strategic reviews to monitor MSP performance against KPIs and goals Manage billing to ensure clarity on predictable operations and additional costs This includes oversight and management of our monthly Resource Unit billing process and ARC RRC processes Foster transparency in the partnership to address discrepancies and prevent misunderstandings Identify opportunities for value-added services to enhance IT support meet evolving business needs reduce cost and promote AI and automation to improve service delivery Collaborate with the MSP to define business goals and objectives for the engagement Develop a robust governance framework outlining roles responsibilities and expectations for both the internal team and the MSP Maintain open honest and consistent communication with the MSP responding promptly to queries and providing necessary business information Schedule and participate in regular meetings to review performance discuss challenges and adapt strategies Regularly track MSP performance against agreed-upon KPIs and SLAs including audit of relevant data driving KPIs SLAs and Resource Unit ARC RRC calculations Implement systems for collecting and analyzing client feedback surveys direct conversations Ensure a thorough understanding of the contract terms and SLA to manage expectations effectively Infrastructure Operations Governance Lead Drive standards and processes to ensure all Operations teams follow consistent processes for managing incidents problems change performance and system capacity Establish common KPIs and SLAs for all support teams and work with Operations Reporting team to implement dashboards to manage operations performance Drive a common Risk Register process to determine prioritize and mitigate operational risks Drive CMDB Healthcheck and operational processes to maintain CMDB completeness correctness and compliance according standards Lead collection and standards around security compliance and own process to collect and report operational and security standards for operational review and Board of Directors dashboards Qualifications Strong communication collaboration and problem solving skills with a track record of delivering production grade systems in a team environment Motivated individual who learns quickly has pride in building a new product and can engage others to accelerate technical solutions Minimum Bachelor s degree 8 Years hands-on technical architecture skills and depth across multiple technologies 5 Years leading a large Infrastructure Operations team including Managed Service contracts and 3rd party vendors Technology areas to include Cloud Virtualization Network Compute and Storage Experience with Nutanix hardware is a plus Knowledge in AD architecture and infrastructure LDAP Directory Replication group policy security schema changes Identity and Access Management etc Excellent troubleshooting and analysis skills Experience in working with geographically distributed teams Excellent written and verbal communications skills with external customers 5 years experience of Incident and Request Management process as defined by ITIL v3 Written and verbal proficiency in the English language Comfortable working in a fast-paced environment Education BS from accredited recognized university Reasonable Accommodation Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Category Information Technology