Client Delivery Program Manager

Role Overview

• Responsible for leading implementation programs of low to medium complexity, multi-service line solutions for DS customers in North America
• Manages a matrixed project team such as Engineering, Implementations, 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 project schedule by integrating individual workstreams 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 program and seamlessly transitioning the customer to operations, support, and Customer Success with established escalation procedures
• Supports and promotes Iron Mountain core values.

Requirements

• 5-10 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 desired
• 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.

Tech Stack

• PMP
• SDLC

Benefits

• Flexible to work across various time zones
• Travel as required (20% when needed)