Cluster 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.

Job Summary

The Regional Operations Manager is responsible for leading and overseeing operational performance across the designated region, ensuring the delivery of exceptional service standards across all business lines, including DMS, RDS, DPS, and SDS. This role is accountable for operational excellence, facility management, workforce planning, customer satisfaction, compliance, risk management, and continuous improvement initiatives.

The incumbent will ensure that operational resources, facilities, systems, and processes are aligned with business objectives while driving efficiency, productivity, and customer service excellence. The role also supports business integration activities, including the successful onboarding and operational alignment of acquired businesses.

Key Responsibilities

Operations Management

• Lead and oversee operational activities across all locations within the assigned region to ensure achievement of operational performance targets.
• Ensure each business line is adequately resourced with personnel, facilities, equipment, and capital investments to meet service commitments.
• Monitor and improve service quality, operational efficiency, and customer satisfaction.
• Develop and implement operational strategies aligned with organizational goals and service standards.
• Establish and maintain effective organizational structures to support business growth and operational excellence.

Facility Management

• Ensure Information Centres and operational facilities are maintained in accordance with Iron Mountain standards and regulatory requirements.
• Assess facility capacity and infrastructure requirements to support current and future business growth.
• Oversee facility maintenance programs and ensure operational readiness across all sites.
• Support and manage customer audits and compliance reviews.

Business Integration & Operational Excellence

• Lead the operational integration of newly acquired businesses, ensuring alignment with company policies, standard operating procedures (SOPs), and operational systems.
• Support acquisition due diligence activities by identifying operational risks, integration challenges, and resource requirements.
• Partner with the Director – Operational Excellence to implement integration plans and drive business continuity.

SOP Compliance & Systems Governance

• Ensure full compliance with Standard Operating Procedures (SOPs) across all operational locations.
• Monitor and maintain accurate data within ReQuest/O'Neil and other operational systems.
• Conduct regular reviews of system compliance and operational reporting.
• Drive adherence to company policies, governance standards, and operational controls.

Workforce Planning & Resource Management

• Manage regional workforce planning and headcount in line with approved budgets.
• Drive resource optimization initiatives to improve productivity and operational efficiency.
• Monitor overtime, temporary staffing utilization, and workforce costs.
• Ensure appropriate staffing levels to support operational requirements while maintaining cost discipline.

Customer Experience & Service Excellence

• Ensure customer service teams effectively address and resolve customer concerns in a timely manner.
• Monitor service delivery performance and implement corrective actions where necessary.
• Drive initiatives to improve customer satisfaction, service quality, and overall customer experience.
• Maintain strong customer relationships and support key customer engagements as required.

Leadership & People Management

• Lead, develop, coach, and motivate geographically dispersed teams to achieve operational objectives.
• Establish clear performance expectations and operational benchmarks.
• Conduct goal setting, performance reviews, and ongoing development discussions for direct reports.
• Drive talent development, succession planning, employee engagement, and retention initiatives.
• Support recruitment efforts to attract and retain high-quality talent.

Cost Management & Productivity Improvement

• Manage operational budgets and cost control initiatives across the region.
• Monitor labor costs, facility expenses, maintenance costs, and vendor contracts.
• Oversee Annual Maintenance Contracts (AMCs) and equipment maintenance programs.
• Measure facility productivity and implement action plans to improve operational performance.
• Ensure adherence to financial controls, procurement processes, and spending guidelines.

Continuous Improvement & Best Practices

• Identify, implement, and share operational best practices across locations.
• Drive continuous improvement initiatives to enhance productivity, service quality, and cost efficiency.
• Collaborate with Regional Leaders and the Director – Operational Excellence to standardize and optimize operational processes.
• Promote innovation and operational excellence throughout the organization.

Occupational Health, Safety, Environment & Quality (OHSE&Q)

• Maintain a safe, secure, and compliant working environment across all facilities.
• Ensure compliance with OHSE&Q policies, procedures, and regulatory requirements.
• Monitor safety performance and implement corrective actions where necessary.
• Ensure maintenance schedules, inspections, and equipment servicing are completed as required.
• Promote a strong culture of safety and risk awareness throughout the region.

Qualifications & Experience

• Bachelor's degree in Business Administration, Operations Management, Engineering, Logistics, Supply Chain Management, or a related field.
• 10+ years of experience in operations management, facility management, logistics, records management, or a related operational environment.
• Proven experience leading multi-site operations and geographically dispersed teams.
• Strong knowledge of operational excellence, process improvement, workforce planning, and customer service management.
• Experience managing budgets, operational KPIs, compliance, and productivity initiatives.
• Strong leadership, stakeholder management, and decision-making skills.

Preferred

• Experience within Records Management, Information Management, Logistics, Warehousing, or Business Services environments.
• Experience supporting mergers, acquisitions, and operational integration projects.
• Knowledge of Lean, Six Sigma, Continuous Improvement, or Operational Excellence methodologies.
• Familiarity with OHSE&Q standards and regulatory compliance requirements.

Success Measures

• Achievement of operational performance targets.
• Customer satisfaction and service quality metrics.
• Operational productivity and efficiency improvements.
• Budget adherence and cost optimization.
• Compliance with SOPs, safety, and regulatory requirements.
• Employee engagement, retention, and team performance.
• Successful integration of acquired businesses and operational initiatives.