Primary purpose of the roleThe Senior Client Delivery Program Manager, Digital Solution (DS) is responsible for the end to end delivery of DS cross functional programs for new and existing customers. The Senior Client Delivery Program Manager works directly with customer stakeholders and internal Iron Mountain teams to implement business process management solutions. The Program Manager is responsible for working closely with multiple regional Project/Program Managers and DS Technical Implementation Managers, Sales Organization, Field Operations, DS Management/leadership, and Account Management to coordinate and oversee large scale, multi-region projects that involve delivery by multiple work streams.
Key accountabilitiesGeneral Responsibilities: - Responsible for leading implementation programs of highly complex, multi-service line, enterprise level solutions for DS customers globally.
- Manages a matrixed project team, including subordinate regional project managers from different internal areas, such as Product Team, IT Infrastructure, Real Estate, HR, IT Security and Finance.
- Works directly with customer project management and project resources, provides direction to cross-functional workstream 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.
- Creates and manages the program-level schedule by integrating individual workstream 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.
- 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.
- Supports and promotes Iron Mountain core values.
Knowledge, skills & education - Requires 10 plus years of proven project management experience in a matrix environment.
- Bachelor's degree in Management or related field preferred or equivalent work experience.
- PMP Certification.
- Experience in external customer facing roles specifically related to customer engagement and communication, presentation skills, and demonstrated ability to drive projects to conclusion while delivering an exceptional end product.
- Experience with multiple Software Development Life Cycle (SDLC) methodologies.
- Experience with information management (DMS, ECM, Workflow Automation, BPM, A/P, Intelligent Document Processing, etc.) is a plus.
- Experience within the outsourcing, SaaS, or hosted solutions industry is a plus.
- Must have clear, executive level, excellent written and verbal communications skills - well targeted based on the level of audience within and outside the organization.
- Ability to manage projects with complex team structures utilizing both on and offshore resources.
- Good level of empathy and active listening.
- Ability to manage conflicts.
- Ability to multitask and prioritize issues in a complex environment.
- Must be detail-oriented and highly organized.
- 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.
- English required.
Competencies - Leadership.
- Planning & organizing.
- Analytical (problem solving) capacities.
- Performance & result orientation.
- Social & communicative skills.
- Managing large IT Projects & Programs in a global context.
- Document Management Solution concepts, desired.
- Understanding of best practices related to document management activities, desired.
Special requirementsVirtual/Remote/Office work environment.
Flexibility to work across various time zones. Travel as required (20% when needed)
Reasonably expected salary range: $123,500.00 - $164,700.00
Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.Category: Project/Program Management Group
