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Iron Mountain Senior Manager, Global HR Operational Excellence and Vendor Management in Remote, Massachusetts

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.

The Senior Manager, Global HR Operational Excellence and Vendor Management is responsible for overseeing and managing relationships with our third party service providers and deploying operational excellence standards to enable the successful delivery of HR services from our global regional delivery teams.

The primary area of focus for this role is the continuous improvement of our employee’s experience through our third party service providers and across our HR delivery hubs. With a significant segment of our HR service delivery being outsourced, the role requires expert vendor management skills and the ability to hold our partners accountable for meeting all performance, financial and control commitments aligned to evolving standards while continuing to meet (or exceed) our expectations for employee satisfaction.

This role also owns the creation and deployment of operational standards to drive consistency and reliability across our four HR delivery hubs, globally.


Service Provider Management

  • Manage the portfolio of third party vendors supporting HR Services globally

  • Manage the large-scale business process outsourcing relationship with the third party service providers, with a particular focus on driving improved customer experience

  • Ensure mechanisms are in place to monitor all service providers’ performance and adherence to SLAs, as well as key indicators of customer experience

  • Manage all third party service providers’ financials and change request processes

  • Develop close working relationships with regional Hub team leaders to maintain proximity to day-to-day operations experience with third party vendors

  • Develop and/or oversee improvement plans for all unmet expectations; manage service providers against these plans

  • Serve as an escalation point on critical or repeat issues that need to be addressed with the service providers

  • Implement management reporting to provide visibility into performance, issues, risks and trends related to our portfolio of vendors

  • Ensure Program aligns to Iron Mountain standards in collaboration with Risk Management and Procurement

  • Manage internal relationship with our Global Technology Organization to ensure HR is receiving the expected quality of technology services

Operational Excellence

  • Advance HR service delivery operational standards to include but not limited to audits, system access management, third party vendor management, measures and metrics and business continuation

  • Create, measure and report out on standard key metrics to indicate the performance of the overall HR service delivery team

  • Partner with third party service provider on best practices in operational excellence


  • Bachelor's Degree in human resources, business administration, management science or other related discipline; Master's degree in a related field preferred

  • 7-10 years of recent experience working in a global HR organization that employed a shared services tiered delivery model, leveraged a third party outsourced services provider and utilized Workday as its foundational HR service delivery technology

  • Demonstrated expert-level success managing global service providers including a large scale BPO vendor and holding them accountable to the organization’s expectations

  • Must be adept at listening critically to customers and HR service delivery peers, and being empathetic and responsive to their needs and concerns

  • Exceptional attention and focus on continuous improvement to deliver a simple, streamlined employee/customer experience

  • Strong interpersonal and problem-solving skills with ability to influence and build relationships across broad range of stakeholders

  • Ability to strategically connect dots across the HR service delivery landscape, seeking out interdependencies, conflicts and alignment opportunities across the work

  • Strong Business, Risk Management and Financial Acumen


  • Be part of an ever evolving global organization focused on transformation and innovation

  • A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self

  • Global connectivity to learn from 26,000+ teammates across 52 countries

  • Be part of a winning team who embrace diversity, inclusion, and our differences

  • Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing, and retirement


Category: Human Resources Group

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

Requisition: J0027787