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
Works with internal and customer stakeholders to meet performance requirements and customer expectations
Primary day to day point of contact for customer and internal resources
Creates and manages the program-level schedule
Manages 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
Ensures internal stakeholder requirements are met including performance, quality, and financial goals
Analyzes and resolves issues
Escalates issues to senior management when required
Supports and promotes 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 specifically related to customer engagement and communication
Excellent presentation skills
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
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

Senior Client Delivery Program Manager

Key skills