Iron Mountain Implementation Manager - Digital Solution (with OnBase Exp) in Cleveland, Ohio
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.
Implementation Manager, Digital Solutions
The Digital Solutions (DS) Implementation Manager is responsible for the end to end delivery and implementation of DS solutions for new and existing customers. The DS Implementation Manager works directly with customer business and IT resources to implement business process management solutions and manage the solution life cycle by developing system requirements, technical designs, managing software engineering resources, testing and deploying the solution. The DS Implementation Manager is also responsible for working closely with the sales organization, field operations, DS Management, and account management to coordinate and execute the implementation and to develop and/or enhance tools and processes for the purpose of improved efficiencies, performance and reporting.
Responsible for leading implementation of technical solutions for DS customers.
Leads all phases of a customer’s DS technical project: works directly with customer project management and technical resources, provides direction to cross-functional technical team members, and works with internal stakeholders to meet internal performance requirements.
Serves as the primary customer facing contact for assigned project(s) for all customer resources including business and IT points of contact.
Lead a team of assigned technical resources through the DS Implementation Process, including customer requirements, solution design, solution development, and testing activities.
Develops detailed technical project plans utilizing various scheduling tools for all project phases.
Develops and documents detailed system design specifications, technical project requirements and system functional design diagrams.
Manages customers through a system Change Control process including level of effort analysis and change implementation.
Serves as the Quality Assurance lead for the DS system, responsible for the overall solution and system quality.
Ensures internal stakeholder requirements are met including performance, quality, and financial goals.
Hosts and leads steering level meetings with internal and customer executive level stakeholders.
Responsible for planning and delivering a successful DS solutions and seamlessly transitioning the customer to account management. Duties include: setting realistic expectations, developing implementation methodology and strategy, developing a detailed plan to support the strategy, reporting status and executing to the plan.
Serves as the day-to-day contact for the customer during the project.
Lead the development of tools and enhancements to standardize and automate processes and procedures for onboarding customers.
Assist with the creation of system enhancements and operating procedures to improve the on boarding of new customers and ongoing customer service support for our customers and field teams.
Manages the hand off to field operations and Help Desk support with established escalation procedures.
Navigates both internally and externally within the customer’s organization to access resources and build consensus regarding strategy and direction of the DS project.
Manages internal project teams as required to execute project work and meet customer’s expectations.
Analyzes and resolves issues. Escalates issues to senior management when required.
Leads both internal and external team meetings to assist with open communications and project progress.
Develops internal and external workflows along with associated training documents.
Develops and manages weekly status reports and issue logs. Utilizes reporting tools to measure and communicate progress, quality and compliance.
Assists customer in the development of internal communications to educate and train the customer’s user community.
Identifies potential product and services opportunities during the project.
Serves as a liaison with districts/division to ensure that proper resources are available along with troubleshooting operational issues that may arise.
Assists with the training of local field operations to implement and service customers. This training may include report reviews, site reviews, service review, etc.
Supports and promotes Iron Mountain core values.
Responsible for the timely and successful implementation of DS projects.
Responsible for the transition of the customer to account management, field operations and Help Desk support.
Responsible for training newly hired team members.
Responsible for identifying, resolving and when necessary escalating any issues that may be impeding the success of the project.
Key Skills, Requirements and Competencies:
Bachelor’s degree in Management or related field preferred or equivalent work experience.
Proven internal/external written and verbal communication, interpersonal and analytical skills. Ability to multitask and prioritize issues in a complex environment. Excellent customer service and organizational skills. Must be detail-oriented.
Strong computer skills. In particular, must be proficient with Microsoft office software and become proficient with DS product.
Requires 3-5 plus years of proven project management experience in a matrix environment.
Requires 3-5 plus year of experience managing implementation of highly technical, enterprise level BPO, Hosted, or similar systems
Requires 3+ years of OnBase Software experience
Experience within the outsourcing, SaaS, or hosted solutions industry a plus
Experience with Software Development Life Cycle (SDLC) processes
Office environment; dusty plant environments. Ability to travel 50 - 100% of the time.
US : Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.
Category: Operations 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