Technology Business Partner - Customer Excellence

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.

The Technology Business Partner is a high-visibility, global role within Enterprise IT (EIT) that will serve as the strategic link between one or more Iron Mountain business units or functions and the technology execution required to deliver business value. The Technology Business Partner will report to the VP, Strategy & Portfolio and will be the primary interface and relationship manager between EIT and the business unit/function they are assigned, collaborating with EIT product and service leads to ensure that the breadth of EIT delivered technology services and solutions are meeting the current and future needs of the business unit/function.

The Technology Business partner will play a critical role in bridging the gap between our business goals and technological solutions, acting as a trusted advisor to business units and functional stakeholders, helping them translate their needs into actionable technology plans with appropriate prioritization and return on investment. It will be critical in this role to also collaborate closely with the EIT Product teams to ensure that technology initiatives are aligned with business objectives and deliver maximum value.

Key Responsibilities:

Strategy & Business Engagement

• Collaborate with business unit/functional partners to develop and execute a roadmap of initiatives that drives measurable value in within the function/BU while achieving the broader EIT product and service objectives defined by the Enterprise IT product and services teams

• Be a trusted advisor to the business unit/functional partners and other stakeholders, driving strategic discussions around how technology can be leveraged to achieve the business unit/functional strategy, increase agility, optimize business capability performance, and accelerate business reinvention.

• Maintain deep understanding and knowledge of relevant business and technology trends, leading practices, and the Iron Mountain business to identify opportunities for technology-driven business value.

• Lead analysis of technology market trends to determine their potential impact on business unit/ functional technologies and strategies and needs for future planning and potential implementation.

• Bring a unique understanding of the needs and considerations of the function/BU to the EIT Product teams

• Work with internal EIT product, architecture and support teams to ensure proper reference solutions, architectures and timelines are committed to stakeholders.

• Own M&A strategy in partnership with their stakeholders utilizing the PMO for execution / implementation.

• Continually assess and evaluate the impact of emerging technologies against strategic business unit/functional needs and interpret business value for the leadership team.

• Use tactical and strategic decision-making to bridge interactions between business teams and EIT Product teams.

Portfolio and Performance:

• Oversee tracking, analysis, and reporting of the integrated business unit/functional portfolio of programs, solutions, and initiatives ensuring visibility and transparency for business partners and stakeholders.

• Drive cross-portfolio decision making, demand management, and prioritization in collaboration with EIT Product and Service Delivery leads based on ROI.

• Track and report portfolio performance against value metrics jointly agreed with business unit/functional  partners, ensuring transparency into achievement of SLAs, budget spend, cost allocations, and value delivered; collaborating with EIT Product and Service Delivery leads to take corrective action as needed.

• Oversee portfolio value case tracking and benefits realization activities leading quarterly business reviews with executive leadership for business unit/function.

• Assist the Enterprise IT Product teams by identifying and liaising with key business stakeholders within the function/BU such as change managers, testers, etc.

• Serve as a point of escalation, review, and approval for technology-related business unit/function issues and decisions.

Qualifications:

• Bachelor’s degree in computer science, engineering, business, or relevant discipline with 10+ years of experience in an IT Business Relationship Management position in a global organization, or equivalent combination of education and experience. Experience working with or leading End customer help desks, billing, customer operations teams preferred.

• Proven ability to effectively partner with business stakeholders to build strong partnerships, foster good governance, and ensure strategic business/IT alignment.

• Strong understanding of industry and technology leading practices, emerging technologies, and AI/ML and how to apply them to drive digital and business transformation.

• Thorough knowledge of technical processes and life cycle methodologies (Agile, DevOps) from project and program management to software development and execution.

• Deep experience with lean portfolio management and agile governance practices.

• Proven ability to effectively partner with internal stakeholders to deliver solutions.

• Strong collaborator with outstanding interpersonal and diplomatic skills, including the ability to facilitate, negotiate, and influence for successful outcomes.

• Strong conflict resolution and negotiation skills, superior analytical and problem-solving capabilities.

• Ability to travel globally to experience the various ways our business operates, communicate technology strategy, and meet with global team members to enable consistency in our culture and values

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