Iron Mountain Program Manager, Digital Services Canada in Concord, Ontario
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 Program Manager will work closely with DMS operations in supercenters. The Program Manager will proactively address the needs of both the customer and Iron Mountain, and ensure that Iron Mountain resources are working in a coordinated fashion based on detailed and accurate information. This candidate must demonstrate exceptional relationship skills in delivering the highest levels of customer satisfaction in what is a demanding, dynamic and rapidly changing environment.
Promote and maintain a high standard of customer service and client relationship management ensuring the excellent reputation of the Iron Mountain brand is established and maintained at all times.
To manage, through to conclusion, the client feedback and non-conformance procedures relating specifically to key issues raised that are deemed damaging or threatening to the client relationship or commercial deliverables.
To ensure that all partners are fully and regularly briefed on Iron Mountain services, processes, procedures, performance criteria and other relevant information.
Liaise closely with key members of the DMS Operations group and managers of the involved imaging facilities, ensuring that consistent communications in regards to service performance and client activity are properly maintained and understood.
Ensure that all key partnership (internal and external) stakeholders are regularly met and updated with current priorities and any issues that may impact work in progress, delivery schedules or pipeline forecasts.
Keep right stakeholders informed of all operational or supply chain issues, productivity improvements achieved, service improvement initiatives and cost saving opportunities where relevant to business objectives.
Develop and manage a near-term and medium-term ‘pipeline forecast’ in liaison with key partner stakeholders and ensure that this is made available to the Service Delivery team at all times.
Ensure a comprehensive client feedback and issues register procedure is in place and accessible to all relevant stakeholders, ensuring that all agreed actions are followed through to completion in a timely fashion.
To develop and deliver a reporting package on the service delivery both internally and externally
Bachelor degree in Business Administration, engineering or any related field
Experience: minimum two years of experience in a similar field
A highly service focused approach exhibiting a reliable and responsible attitude and excellent customer management skills
Demonstrable leadership and inter-personal communications skills
Excellent problem solving and negotiation skills
Understanding of/and previous experience with CRM applications, with a preference of Salesforce.com
Flexible, adaptive and innovative
Excellent project management skills
What We offer:
Competitive salary and Annual Bonus
Comprehensive Benefits Package
Paid vacation, paid holidays, paid sick/personal time
Registered Retirement Savings Plan (RRSP)
Employee Stock Purchase Program
EAP- Employee Assistance Program
Flexible working hours
Friendly and safe work environment
Iron Mountain Canada Corporation (“Iron Mountain”) is an equal opportunity employer and employs qualified individuals based upon job-related qualifications regardless of race, religion, colour, sex, national origin, age, disability, sexual orientation, or any other status protected under applicable provincial, federal, or local law.
Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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