Iron Mountain Program Manager, Digital Solution in United States
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 Digital Solutions (DS) Program Manager is responsible for the end to end delivery of DS cross functional programs for new and existing customers. The Program Manager works directly with customer business and internal Iron Mountain teams to implement business process management solutions. The Program Manager is responsible for working closely with a DS Technical Implementation Manager, the sales organization, field operations, DS Management, and account management to coordinate and oversee largescale projects that involve delivery by multiple work streams.
Essential Job Functions:
Responsible for leading implementation programs of highly complex, multi-service line, enterprise level solutions for DS customers.
Manages a matrixed project team inclusive of subordinate project managers responsible for delivery of comprehensive customer programs including DS implementation, evolving products, IT infrastructure, facility, HR, security, and finance.
Works directly with customer project management and project resources, provides direction to cross-functional work stream 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.
Navigates both internally and externally within the organizations to access resources and build consensus regarding strategy and direction of the project. Capable of interfacing and managing customer relationships at the VP and above level.
Creates and manages the program-level schedule by integrating individual work stream schedules 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.
Hosts and leads project level and steering level meetings with internal and customer teams, including executive level stakeholders, to assist with open communications and project progress.
Analyzes and resolves issues. Escalates issues to senior management when required.
Responsible for planning and delivering a successful DS program and seamlessly transitioning the customer to field operations and Help Desk support with established escalation procedures.
Leverages and coordinates with direct management team, following team procedures and guidelines, and ensures that leadership is regularly apprised of project status.
Supports and promotes Iron Mountain core values.
Bachelor’s degree in Management or related field preferred or equivalent work experience
5-7 plus years of proven project management experience in a matrix environment
5-7 plus year of experience managing implementations of highly technical, enterprise level BPO, Hosted, or similar systems
Experience within the outsourcing, SaaS, or hosted solutions industry a plus
Experience with Software Development Life Cycle (SDLC) processes
PMP Certification (preferred, but not required)
Proven internal/external written and verbal communication, interpersonal and analytical skills
Ability to multi-task and prioritize issues in a complex environment
Excellent customer service
Must be detail-oriented and highly organized
Strong computer skills: proficient with Microsoft office and Google software, become proficient with DS product
Ability to work in an office environment; and plant environments.
Ability to travel 50 - 90% of the time.
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.
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