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 Opportunity
The Managing Director, IRS Operations (“Managing Director”) will be responsible for leading and managing all aspects of Iron Mountain’s Digital Operations in support of our IRS contract. This contract is the single largest contract in Iron Mountains history and will have visibility across our C-Suite. As the business owner, the Managing Director has accountability for driving customer satisfaction, financial results, positive employee experience, operational excellence, etc. This position reports to the Managing Director, Head North America Digital Operations.
The role will serve as the strategic and operational expert for all business aspects of the IRS digital operations portfolio including paper-to-image scanning operations, Intelligent Document Processing, and Business Process Management services. The Managing Director will have leadership responsibility for the IRS P&L.
The Managing Director must be capable of leading our operational excellence program through executing on key performance indicators, identifying specific opportunities, and leading actions for improvement where required. This role is expected to serve as the subject matter expert, leading all digital business operational matters for the IRS The Managing Director must possess broad and adaptive decision-making skills, leading with company values, as well as the best interest of the organization and customer top-of-mind.
The position will create the multi-year financial plan, meeting or exceeding budgets, evolving the capability roadmap, and overseeing the operational delivery for the IRS contract in terms of quality, timeliness, and efficiency. The role will be critical in coordination of efforts across the functional areas of Iron Mountain (e.g., HR, IT, finance, solutioning, implementation, and product management) to ensure the near-term needs of the customers and operations are met and the longer-term planning is aligned with the regional, global, and product strategies.
The Role and Responsibilities
Service Delivery: The Managing Director will be responsible for the performance of all digital operations to deliver the IRS contract. This performance includes customer KPIs for on-time performance, quality, and any other pertinent measurements required by Iron Mountain customer agreements. The Managing Director must be equally adept at identifying root causes of delivery issues, identifying appropriate remediation, and overseeing the remediation activities in the regions.
Operational Excellence and Production Management: The Managing Director will regularly meet with their direct reports to review operational matters and results. Ensuring hands-on active leadership, the Managing Director will base decisions on review and analysis of activity with an understanding of resource allocation, production capacity, and challenges and opportunities at the region or country level. The Managing Director will hold directors accountable for production results, following workflows, and ensuring that safety and security procedures are followed and understood by all teams.
Cross-Functional Coordination: The Managing Director will be responsible for serving as the main point of coordination between the operations and other functional teams across Iron Mountain. This position will liaise with IT, Federal Account, and Product peers on operational status, plans, and any challenges that affect other areas or from which assistance is sought. The Managing Director will be called upon as the operational expert in both escalation of customer concerns and in the pursuit of new opportunities along with commercial resources.
Financial Execution: Working with the VP and Finance Business Partner, this leader will be responsible for the financial planning and performance of IRS Digital Operations. This includes financial forecasting and delivering the financial results expected by the business. In order to deliver on these results, the Managing Director will work with commercial teams 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: In partnership with the Finance Business Partner through the analysis of trends and the monitoring of P&L, the Managing Director will manage financial performance of the programs. They will develop and execute appropriate plans to achieve targets based on current performance and forecasted trends. Working alongside directors and the Finance Business Partner, the Managing Director will develop gap plans to minimize risk of missing financial objectives and to manage annual operating and capex budgets that are consistent with market strategy. In addition to developing, presenting, and maintaining annual business plans for the regions, the Managing Director will maintain a multi-year real estate plan to proactively address space needs and shifts in customer activity. The Managing Director will also hold approval authority for pricing proposals impacting the IRS Digital Operations P&L.
Financial Acumen: Play a key role in developing annual budgets, monthly forecasts, and gap planning. The Managing Director must demonstrate a solid understanding of financial statements and how to use the data to make business decisions including analyzing activity trends and pipelines to forecast activity and labor requirements. The Managing Director will similarly understand the impact of price and deal structure on the bottom-line.
Multi-Year Planning: Support the development of the business strategy for growth in the IRS and Treasury Department. This strategy will be the basis for the multi-year planning that will include expected operational profitability along with initiatives to deliver improvement, investments in operational capabilities, and investments in transformational items in the operations (e.g., facility consolidations or expansions).
Business Development:
Revenue Management: Partner with the sales teams to deliver revenue growth by helping sales efforts in closing opportunities and ensuring timely implementation of Iron Mountain solutions and services. Partnering with sales and customer service teams, the Managing Director will ensure SLAs are met and will develop relationships with the IRS. They will participate in key account renewals with authority to sign contracts.
Account Sponsorship: Work closely with Federal sales/account management on opportunities as well as on removing obstacles to expedite revenue generation. They will drive initiatives within the four regions and participate in regional acquisitions.
Problem Solving: Proven ability to understand customer challenges and work with operations and sales teams to develop win-win solutions. The ability to adjust the strategic plan and change course to mitigate risk and ensure mission accomplishment is a critical competency.
Leadership, Talent Development, & Culture: While the Managing Director will need to earn and maintain the role of operational expert, much focus should be placed on teaching operations management resources and lending experience in order to build scale and develop talent. The Managing Director should also play a role in identifying high-potential talent that can be counted on for stretch assignments or are ready to serve in expanded roles based upon previous performance. Succession planning as well as contingency planning will also be part of this leader’s professional mandate.
Organizational Structure Oversight: Charged with regularly reviewing organizational structure and labor capacity to ensure appropriate alignment with business volume and margin expectations/budget plans. In addition, regular review of the organizational model will be required to ensure plans and resources are in place to meet the needs of our customers, operational metrics, and financial goals. The Managing Director will partner with Human Resources as needed to make organizational changes.
Employee Development: Responsible for driving a strong culture of leadership development with consistent standards and approaches to talent assessment. The Managing Director will ensure that development plans are in place, acted upon, regularly reviewed, and completed by all exempt employees and high-potential hourly employees. Partnering with HR on development activities and workshops to address the key competencies required for success in each role and to support individual development plans, the Managing Director will 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. Ensuring Iron Mountain’s core values are upheld, providing necessary leadership and focus to the frontline workforce, driving a culture of safety, and partnering with HR to foster and promote a positive work environment for all employees through active leadership and regular, open, two-way communication, will define this leader’s success. The Managing Director will create an environment where innovative ideas from all team members are welcomed, reviewed, and actioned.
The Ideal Candidate Characteristics & Credentials
Proven comfort and ability leading and partnering cross-functionally with large and diverse operational teams, including highly technical teams
Ability and understanding of navigating the Federal space to partner to assist in bids with deep knowledge of government needs
Working knowledge of scanning, digital mailroom, Intelligent Document Processing, ECM, and business process management services
Strong P&L experience of similar scope and size
Demonstrated ability to build short- and long-term business plans
Track record of success in a global organization that is fast-paced and experiences heavy competition for scarce resources
Evidence of business and financial acumen
Ability to analyze financial statements, forecast, and measure to budget
Demonstrated ability in independent decision-making, supporting large customer groups, and managing highly visible projects
Track record of delivering work efficiently through formal and informal channels, and displaying broad understanding of business practices and policies
Ability to partner effectively across all levels of the organization
Excellent communication skills—both written and verbal
Willingness to travel 30% of the time (or as required)
Bachelor’s degree required; advanced degree preferred (MBA or similar)
English required; multilingual a plus
Ability to obtain US public trust clearance for certain accounts
You may know Iron Mountain (NYSE:IRM) as a leader in information management and storage solutions. We also are a transformative force with a proud legacy of safeguarding and optimizing the value of our clients' assets. We’re rewriting our 70-year history every day, expanding our services to meet our customers’ evolving needs, empowering them to thrive in an increasingly complex digital landscape.
We provide comprehensive solutions, from physical records storage and data backup to information management, digital transformation, and secure data center space for colocation and hyperscale deployments.
Our expertise helps organizations manage rising storage costs, ensure compliance, support disaster recovery, and maintain uninterrupted IT operations. Iron Mountain’s growth in digitization is driven by strategic investments, while we continue leading in paper storage, retrieval, and secure destruction.
Trusted by highly regulated industries, customers choose us for our proven performance, secure chain of custody, data protection, and commitment to sustainability — all backed by decades of reliable results and strong customer relationships.
We invite passionate individuals to join us on this journey of innovation, where we turn challenges into opportunities and set new benchmarks for excellence and agility. Your path to making a meaningful impact starts here in our culture of excellence and wellbeing.
Let’s build a brighter tomorrow together!
Key Iron Mountain Facts
2024 revenue of $6.1 billion
≈95% of Fortune 1000 as customers. Total customer base of ≈240,000 with consistently strong customer retention levels
61 countries; ≈29,000 employees
Enterprise value of ≈$32 billion
Committed to growing our dividend over the long-term
For more business facts and key facts please refer to 2024 10K
Our Core Business Includes:Asset Lifecycle Management (ALM): Iron Mountain’s Asset Lifecycle Management (ALM) business is responsible for the deployment, management, and ultimate decommissioning and disposition of technology assets. These include hard drives, servers, laptops, tablets, and network devices that contain customer or organizational data that needs utmost safeguarding when they reach their end of useful life. In the process, ALM takes IT assets to sanitize, clean, and remove the data and recycle or repurpose in a sustainable and environmentally sound way.
Crozier Fine Arts: Crozier Fine Arts is the global leader in fine art storage and logistics offering unparalleled technical expertise in handling, installing, and storing high-value paintings, films, photographs, historical archives, and other types of art belonging to individual collectors, galleries and art museums. Crozier provides services and solutions that include climate-controlled facilities; digitization and conversion services; services for restoring damaged or decaying items; and highly secure transportation.
Data Centers: Iron Mountain’s Data Centers operate a global colocation platform that enables customers to build tailored, sustainable, carrier and cloud-neutral data solutions from single cabinets to wholesale data centers in 19 locations on three continents. Iron Mountain data centers are powered by 100% renewable energy thanks to carbon credit assistance and low PUE. As well, Green Power Pass is available to all customers. Iron Mountain offers customers the business and environmental benefits of renewable energy through unique green power contracting for data center services.
Digital Solutions/Digital Business Unit: The Digital Business Unit partners with our customers to safeguard their data, assets, and reputation from internal and external threats such as disasters, ransomware, and shifts in the market. We achieve this through a unified asset and data strategy that protects data and other assets in accordance with corporate and regulatory handling policies; unlocks data through digitization to move the business forward through automation and optimized governance and access, while minimizing risk; and transforms data into insights to enhance and accelerate decision-making and enable real-time automation.
Global Records and Information Management (RIM): Iron Mountain’s Records and Information Management (RIM) business helps organizations securely manage physical and digital records throughout their lifecycles. Core services include offsite storage in secure, compliant facilities; retention, compliance, legal holds, and destruction at client sites; document imaging and conversion; and support for retention schedules, regulatory adherence, and staff training. These services enable clients to reduce risks, ensure compliance, and improve efficiency, while focusing on their core business activities.
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
Reasonable Accommodation
Iron Mountain is committed to working with—and providing reasonable accommodations to—individuals with physical and mental disabilities. If you are a qualified individual with a disability or a disabled veteran, you have the right to request reasonable accommodation if you are unable or limited in your ability to use or access the Iron Mountain Careers website as a result of your disability. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
Category: Operations Group