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 Job

The Digital Solutions (DS) Program Manager is responsible for the end to end delivery of DS cross functional programs for new and existing customers ensuring allocated projects are tracked, managed and implemented in an effective manner, to the required specification and within budget.The Program Manager works directly with customer business and internal Iron Mountain teams to implement business process management solutions. Demonstrating excellent leadership and teamwork is essential to ensure engagement models are followed and all relevant parties are updated on project progress regularly. A key aspect of the role is the effective communication across internal and external boundaries without exception ensuring clarity on workload management, scope, deliverables, activities and timescales.Also required to participate in planning and deployment management of internal departmental efficiency and standards projects as required.

The Responsibilities

Leading implementation programs of highly complex, multi-service line, enterprise level technical solutions for DS customers. Duties include: setting realistic expectations, developing implementation methodology and strategy, developing a detailed plan to support the strategy, reporting status and executing the planManage a matrixed project team including different internal areas based on the project requirements and also works directly with customer project management and their technical resources, provides direction to cross-functional team membersEnsure internal stakeholder requirements are met including performance, quality, and financial goalsDrive excellence in Project Management by working with either Iron Mountain Project Management Methodology or recognised practiceServe as a liaison with districts/division to ensure that proper resources are available along with troubleshooting operational issues that may ariseEnsure a framework is in place which delivers timely and accurate periodic reporting on project milestones, quality and compliance as directed by management requirementsEnsure the right level of resource available for projects which require support through load balancing between temporary and permanent resourcesWork closely with assigned Program Managers from other departments on required complex programs with multiple IRM platformsEnsure Roles and Responsibilities are identified prior to customer and workstream team engagementEnsure alignment for the duration of the projectCreate and manage the program-level schedule by integrating individual workstream schedules and customer schedules into an overall planManage the identification and coordination of dependent tasks and conflicting prioritiesNavigate both internally and externally within the customer’s organisation to access resources and build consensus regarding strategy and direction of the DS projectEnsure all documentation required for the project's scale are created, revised and communicated in line with expectationsProvide project related information as needed, for process efficiency planning, and/or reportingLead the development of tools and enhancements to standardize and automate processes and procedures for onboarding customers and operating proceduresIdentify potential product and services opportunities during the project.Participate in the identification of existing and non-existing processes benefitting from process improvement/efficiency for the departmentAssist with the creation of opportunity presentations that might be used to gain leadership buy-inParticipate in cross departmental process improvement or standardisation sessions as assigned. If requested, present departmental standards to other departments and training for onboarding within the DS department as neededManage customers through a system Change Control process including level of effort analysis and change implementationEnsure effective and timely communication between members of the project team (fixed term and temporary) internal and external by use of formal communications and reporting strategy adherenceIs 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 during project phases as defined by the overall engagement modelNavigate both internally and externally within the organisation to access resources and build consensus regarding strategy and direction of the project. Experience interfacing and managing customer relationships at the VP and above levelHost and lead project level and steering level meetings with internal and customer teams, including executive level stakeholders, to assist with open communications and project progressAssist customers in the development of internal communications to educate and train the customer’s user communityResponsible for escalating where necessary and working closely with key stakeholders to ensure departmental targets are achieved and potential issues are resolvedIf required on programs, engage SMEs and manage contractually required Business Continuity Plan or Disaster Recovery Plan process and documentation creation, including test plans for simulated and/or live testingEnsure plan, ownership and timelines are identifiedPlan and deliver a successful DS program and seamlessly transitioning the customer to field operations and Help Desk support with established escalation proceduresAssists with the training of local field operations to implement and service customers. This training may include report reviews, site reviews, service review, etc.

The Person

Minimum of 8 years of project management experience in a matrix and multi-project environmentMinimum of 8 years of experience managing implementations of highly technical, enterprise level BPO, Hosted, or similar systemsBachelor’s degree in Management or related field preferred or equivalent work experiencePMP Certification is mandatoryStrong computer skillsMust be proficient with Google Mail, Google Calendar, Google Meet, and have the ability to quickly become proficient with Digital Solution products (Smartsheet experience preferred.)Ability to quickly understand tools required by customers to use for program management and communications that may not be on the IRM standard platformAbility to effectively prioritize and execute tasks in a high pressure environmentMust have clear, executive level, excellent written and verbal communications skills – well targeted based on the level of audience within and outside the organisationAbility to work both independently and in a team-oriented, collaborative environmentResults-orientated, able to execute and get things done; Able to negotiate and reach compromiseGood level of empathy, active listening and ability to manage conflictsMust have demonstrated ability for independent decision making, supporting large customer groups, and managing highly visible projectsMust be able to deliver work efficiently through formal and informal channels and display broad understanding of business practices and policiesCultural adaptabilityExperience with Software Development Life Cycle (SDLC) processesExperience with scanning projects Kofax Capture, Kofax KTM, GlobalscapeExperience with information management (DMS, ECM, Workflow Automation, BPM, A/P, Intelligent Document Processing, etc.)Experience within the outsourcing, SaaS, or hosted solutions industry is a plus

Category: Project/Program Management Group