Sr. Client Delivery Program Manager (remote)

Iron Mountain•Massachusetts - Remote, VT

1d•$123,500 - $164,700•Remote

About The Position

At Iron Mountain, we are seeking a Senior Client Delivery Program Manager, Digital Solution (DS) to be responsible for the end-to-end delivery of DS cross-functional programs for new and existing customers. This role involves working directly with customer stakeholders and internal Iron Mountain teams to implement business process management solutions. The Program Manager will collaborate closely with multiple regional Project/Program Managers, DS Technical Implementation Managers, the Sales Organization, Field Operations, DS Management/leadership, and Account Management to coordinate and oversee large-scale, multi-region projects involving multiple work streams.

Requirements

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.
Demonstrated ability to drive projects to conclusion while delivering an exceptional end product.
Experience with multiple Software Development Life Cycle (SDLC) methodologies.
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.

Nice To Haves

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.
Document Management Solution concepts, desired.
Understanding of best practices related to document management activities, desired.

Responsibilities

Leading implementation programs of highly complex, multi-service line, enterprise-level solutions for DS customers globally.
Managing 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.
Working directly with customer project management and project resources, providing direction to cross-functional workstream leads, and working with internal and customer stakeholders to meet performance requirements and customer expectations.
Serving as 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.
Creating and managing the program-level schedule by integrating individual workstream schedules and customer schedules into an overall plan.
Managing the identification and coordination of dependent tasks and conflicting priorities.
Developing and managing weekly status reports and issue logs.
Utilizing reporting tools to measure and communicate progress, quality, and compliance.
Managing customers through a system Change Control process including level of effort analysis and change implementation.
Ensuring internal stakeholder requirements are met, including performance, quality, and financial goals.
Analyzing and resolving issues, and escalating issues to senior management when required.
Planning and delivering a successful DS program and seamlessly transitioning the customer to field operations and Help Desk support with established escalation procedures.
Supporting and promoting Iron Mountain core values.