Sr. Client Delivery Program Manager; remote

Primary Purpose Of The Role

The 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 Program Manager works directly with customer stakeholders and internal Iron Mountain teams to implement business process management solutions. The Program Manager collaborates 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.

• Lead implementation programs of highly complex, multi‑service line, enterprise‑level solutions for DS customers globally.
• Manage a matrixed project team, including subordinate regional project managers from various internal areas such as Product Team, IT Infrastructure, Real Estate, HR, IT Security, and Finance.
• Work directly with customer project management and project resources, provide direction to cross‑functional workstream leads, and work with internal and customer stakeholders to meet performance requirements and customer expectations.
• Serve as the primary day‑to‑day central point of contact for customer and internal resources, ensuring continuity in messaging, scope, schedule, risks and performance reporting.
• Create and manage the program‑level schedule by integrating individual workstream schedules and customer schedules into an overall plan; manage identification and coordination of dependent tasks and conflicting priorities.
• Develop and manage weekly status reports and issue logs; utilize reporting tools to measure and communicate progress, quality, and compliance.
• Manage customers through a system Change Control process including level of effort analysis and change implementation.
• Ensure internal stakeholder requirements are met, including performance, quality, and financial goals.
• Analyze and resolve issues; elevate issues to senior management when required.
• Plan and deliver a successful DS program and seamlessly transition the customer to field operations and Help Desk support with established escalation procedures.
• Support and promote Iron Mountain core values.

• 10+ 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 related to customer engagement, communication, presentation skills, and a proven 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 with in the outsourcing, SaaS, or hosted solutions industry is a plus.
• 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.
• Detail‑oriented and highly organized.
• Demonstrated ability for independent decision making, supporting large customer groups, and managing highly visible projects.
• Ability to deliver work efficiently through formal and informal channels and display broad understanding of business practices and policies.
• Cultural adaptability.
• English required.

• 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.

Virtual/Remote/Office work environment. Flexibility to work across various time zones. Travel required (20% when needed).

Reasonably expected salary range: $ – $.

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.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, please refer to the provided links.

Requisition: J0097043