Service Delivery Coordinator with German

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.

Main Tasks and Responsibilities
The position holder is responsible for coordinating service delivery to achieve business objectives and ensure the long-term stability of SDM (Service Delivery Management) in customer projects.

This includes in detail:

Customer Orientation and Relationship (Service Delivery Management):

• Ensuring a high level of customer satisfaction (Ensuring Customer Happiness) and Net Promoter Score (NPS).
• Taking ownership of the customer relationship together with the sales representative and SDM.
• Participation in customer meetings in accordance with the customer governance process.
• Managing customer expectations: reporting and explaining SLAs, as well as clearly communicating operational capabilities and contractual obligations (together with SDM).
• Handling escalations together with SDM (internally and externally).
• End-to-end management of the customer lifecycle together with SDM.

Process Optimization and Change Management:

• Optimizing customer solutions together with SDM.
• Managing the Change Request (CR) process and ensuring cost coverage for changes.

Sales Support and Business Development (Scope Expansion):

• Close collaboration with field sales.
• Driving upselling, cross-selling, and increasing order volume/revenue.

Finance and Controlling (Billing):

• Monitoring billing reporting and ensuring correct implementation of one-time fees and change requests.
• Strong cost awareness.

Interface Management and Coordination:

• Interface to other IM locations (European collaboration).
• Interfaces with relevant departments: IT, HR, Finance, Customer Service, PM, Sales.

Requirements Profile:

Qualifications and Experience:

• Completed university or university of applied sciences degree, or a general higher education entrance qualification with more than 2 years of professional experience in production.
• Affinity for developing and implementing strategic business processes.
• Fluent English skills, both written and spoken.
• Fluent German skills, both written and spoken.
• Strong technical affinity.

Personal and Social Skills:

• Strong teamwork and organizational skills.
• Social competence and strong communication skills.
• Initiative and assertiveness.
• Goal- and results-oriented mindset.
• Cost awareness.
• Presentation and facilitation skills.

Authority and Special Duties

• Authority: The position holder has the authority to issue instructions to subordinate employees.
• Confidentiality Obligation: Due to access to highly confidential information, the position holder is subject to a special duty of confidentiality.

What we offer:

• Opportunity to grow your career and shape your own path within a global organization
• A friendly and supportive work environment where collaboration truly matters
• Flexible working model
• Possibility of hybrid work after the probation period
• Private medical care
• Life insurance
• Multisport card
• Christmas gift cards
• Anniversary awards
• English language lessons

Category: Operations Group