Operations

• 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. 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. 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.

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