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.

Iron Mountain is seeking a motivated India CARE Service Assurance Manager to join our Customer Care team. In this role, you will be responsible for ensuring the delivery of high-quality services and supporting transformation projects aimed at enhancing customer experience and operational efficiency.

You will join a dynamic team focused on exceeding customer expectations through proactive service management and continuous process improvement.What You’ll Do

In this role, you will:

Drive Service Excellence: Monitor and assess service delivery against agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to identify improvements and implement corrective actions.

Support Strategic Transformation: Collaborate with the Customer Care Head to implement transformation projects and process changes that enhance operational effectiveness and boost Customer Effort Score (CES) and Customer Satisfaction (CSAT).

Manage Risk and Compliance: Identify potential risks to service delivery and develop mitigation strategies to ensure uninterrupted service provision and adherence to organizational standards.

What You’ll Bring

The ideal candidate will have:

Extensive Domain Experience: Proven experience in a service assurance or similar role, preferably within the Telecommunications, Banking, or Information Technology industries.

Transformation Expertise: Strong knowledge of service delivery processes, SLA management, and experience leading transformation projects to drive process improvements.

Strategic Leadership: Proven ability in building, motivating, and leading high-performing teams while effectively engaging with stakeholders at all levels.

Educational Foundation: A Bachelor’s degree in Business Administration, Information Technology, or a related field; certification in Project Management Professional (PMP) or Information Technology Infrastructure Library (ITIL) is a plus.

Call to Action:

Ready to transform the customer experience? Click "Apply" to join our mission and help us exceed customer expectations at every opportunity.

Category: Customer Support