Client Delivery Program 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 PROFILE

• Primary purpose of the role
• The Client Delivery Program Manager, Digital Solution (DS) is responsible for the end to end delivery of DS cross functional programs for new and existing customers.

The Client Delivery Program Manager works directly with customer stakeholders and internal Iron Mountain teams to implement business process management solutions. The Program Manager is responsible for working closely with multiple regional Project/Program Managers and DS Technical Implementation Managers, Sales Organization, Field Operations, DS Management/leadership, and Account Management to coordinate and oversee large scale, multi-region projects that involve delivery by multiple work streams.

• Key accountabilities

• General Responsibilities:

• + Responsible for leading implementation programs of low to medium complexity, multi-service line solutions for DS customers in North America.

+ Manages a matrixed project team such as Engineering, Implementations, Product Team, IT Infrastructure, Real Estate, HR, IT Security and Finance. + Works directly with customer project management and project resources, provides direction to cross-functional workstream leads, and works with internal and customer stakeholders to meet performance requirements and customer expectations. + Is the primary, day to day, central point of contact for customer and internal resources to provide continuity in messaging, scope, schedule, risks and performance reporting. + Creates and manages the project schedule by integrating individual workstreams and customer schedules into an overall plan. Manages the identification and coordination of dependent tasks and conflicting priorities. + Develops and manages weekly status reports and issue logs. Utilizes reporting tools to measure and communicate progress, quality, and compliance. + Manages customers through a system Change Control process including level of effort analysis and change implementation. + Ensures internal stakeholder requirements are met including performance, quality, and financial goals. + Analyzes and resolves issues. Escalates issues to senior management when required. + Responsible for planning and delivering a successful program and seamlessly transitioning the customer to operations, support, and Customer Success with established escalation procedures. + Supports and promotes Iron Mountain core values.

• Knowledge, skills & education
• + Requires 5-10 plus years of proven project management experience in a matrix environment.

+ Bachelor's degree in Management or related field preferred or equivalent work experience. + PMP Certification desired. + Experience in external customer facing roles specifically related to customer engagement and communication, presentation skills, and demonstrated ability to drive projects to conclusion while delivering an exceptional end product. + Experience with multiple Software Development Life Cycle (SDLC) methodologies. + Experience with information management (DMS, ECM, Workflow Automation, BPM, A/P, Intelligent Document Processing, etc.) is a plus. + Experience within the outsourcing, SaaS, or hosted solutions industry is a plus. + Must have clear, executive level, excellent written and verbal communications skills - well targeted based on the level of audience within and outside the organization. + Ability to manage projects with complex team structures utilizing both on and offshore resources. + Good level of empathy and active listening. + Ability to manage conflicts. + Ability to multitask and prioritize issues in a complex environment. + Must be detail-oriented and highly organized. + Must have demonstrated ability for independent decision making, supporting large customer groups, and managing highly visible projects. + Must be able to deliver work efficiently through formal and informal channels and display broad understanding of business practices and policies. + Cultural adaptability. + English required.

• Competencies
• + Planning & organizing. + Analytical (problem solving) capacities. + Performance & result orientation. + Social & communicative skills. + Managing large IT Projects & Programs in a global context. + Document Management Solution concepts, desired. + Understanding of best practices related to document management activities, desired.
• Special requirements
• Virtual/Remote/Office work environment.

Flexibility to work across various time zones. Travel as required (20% when needed)

Category:

Project/Program Management Group Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity. 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:

• J0100476