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.

JOB PROFILE

Primary purpose of the role

The Program Manager is responsible for the end to end delivery of DS cross functional programs for new and existing customers.  The Senior 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 multiple regional Project 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 accountabilities

• General Responsibilities:
• Lead IRM customer and internal enterprise Digital Solution implementations that are highly complex and involve multi-service lines. Ensure the project is aligned with contractually approved scope and services.  
• Manage a matrixed project team of project managers and Subject Matter Experts from IRM Sales, Product, IT Infrastructure, Real Estate, HR, IT Security and Finance teams.  
• Work directly with customer project managers and resources.  Provide direction to cross-functional workstream leads and project stakeholders in order to meet performance requirements and stakeholder expectations.
• Act as the primary point of contact for both customer and internal resources in order to provide continuity in messaging regarding scope, schedule, risks and performance or status reporting.
• Align workstream and customer timelines in order to develop and maintain the program-level schedule. Manage ongoing dependencies, conflicting priorities and resource alignment.       
• Develop and manage status reporting, risk and issue logs. Utilize IRM and customer standardized reporting tools to communicate program progress.
• Educate program team and customer on the IRM program change control process.  Manage resource alignment on requirements gathering, identifying overall level of effort, approvals, testing, and implementation.
• Ensures internal and external stakeholders requirements are met including performance, quality and financial goals.  
• Ensure program RACI and escalation paths are developed and communicated across the program.  Properly engage senior leadership as required for issue escalation by providing summarized information and requested resolution steps.           
• Responsible for formal handover and education to operations / customers for ongoing BAU support.        
• Ensure that operating procedures are standardized in the different locations where the program will be implemented.
• Supports and promotes Iron Mountain core values.

PERSONAL PROFILE

Knowledge, skills & education

• Requires 10+ years of project management experience in a matrix and multi-project environment.
• Bachelor’s degree in Management or related field preferred or equivalent work experience.
• Active PMP Certification.
• Knowledge on technologies and associated methodologies (SDLC).
• 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.
• Must have clear, executive level, excellent written and verbal communications skills – well targeted based on the level of audience within and outside the organization.
• Good level of empathy and active listening.
• Ability to manage conflicts.
• Ability to multitask and prioritize issues in a complex environment.
• Excellent customer service.
• 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.
• Able to understand basic concepts of a P&L and track it versus the planned business case.
• Cultural adaptability.
• English required. Additional languages preferred.

• Leadership.
• Analytical (problem solving) capacities.
• Performance & result orientation.

Special requirements

Virtual/Remote/Office work environment.

National and International travels as required (25%-40% of time).

Flexibility to occasionally work across various time zones for Global Location