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.

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 plan
• Manage 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 members
• Ensure internal stakeholder requirements are met including performance, quality, and financial goals
• Drive excellence in Project Management by working with either Iron Mountain Project Management Methodology or recognised practice
• Serve as a liaison with districts/division to ensure that proper resources are available along with troubleshooting operational issues that may arise
• Ensure a framework is in place which delivers timely and accurate periodic reporting on project milestones, quality and compliance as directed by management requirements
• Ensure the right level of resource available for projects which require support through load balancing between temporary and permanent resources
• Work closely with assigned Program Managers from other departments on required complex programs with multiple IRM platforms
• Ensure Roles and Responsibilities are identified prior to customer and workstream team engagement
• Ensure alignment for the duration of the project
• Create and manage the program-level schedule by integrating individual workstream schedules and customer schedules into an overall plan
• Manage the identification and coordination of dependent tasks and conflicting priorities
• Navigate both internally and externally within the customer’s organisation to access resources and build consensus regarding strategy and direction of the DS project
• Ensure all documentation required for the project's scale are created, revised and communicated in line with expectations
• Provide project related information as needed, for process efficiency planning, and/or reporting
• Lead the development of tools and enhancements to standardize and automate processes and procedures for onboarding customers and operating procedures
• Identify 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 department
• Assist with the creation of opportunity presentations that might be used to gain leadership buy-in
• Participate 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 needed
• Manage customers through a system Change Control process including level of effort analysis and change implementation
• Ensure 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 adherence
• 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 during project phases as defined by the overall engagement model
• Navigate 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 level
• Host and lead project level and steering level meetings with internal and customer teams, including executive level stakeholders, to assist with open communications and project progress
• Assist customers in the development of internal communications to educate and train the customer’s user community
• Responsible for escalating where necessary and working closely with key stakeholders to ensure departmental targets are achieved and potential issues are resolved
• If 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 testing
• Ensure plan, ownership and timelines are identified
• Plan and deliver a successful DS program and seamlessly transitioning the customer to field operations and Help Desk support with established escalation procedures
• Assists 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 environment
• Minimum of 8 years of experience managing implementations of highly technical, enterprise level BPO, Hosted, or similar systems
• Bachelor’s degree in Management or related field preferred or equivalent work experience
• PMP Certification is mandatory
• Strong computer skills
• Must 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 platform
• Ability to effectively prioritize and execute tasks in a high pressure environment
• Must have clear, executive level, excellent written and verbal communications skills – well targeted based on the level of audience within and outside the organisation
• Ability to work both independently and in a team-oriented, collaborative environment
• Results-orientated, able to execute and get things done; Able to negotiate and reach compromise
• Good level of empathy, active listening and ability to manage conflicts
• 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
• Experience with Software Development Life Cycle (SDLC) processes
• Experience with scanning projects Kofax Capture, Kofax KTM, Globalscape
• Experience 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