Iron Mountain | 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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
The Job The Digital Solutions (DS) Program Manager is responsible for the end to end delivery of DS cross functional programs for new and existing customers ensuring allocated projects are tracked, managed and implemented in an effective manner, to the required specification and within budget.The Program Manager works directly with customer business and internal Iron Mountain teams to implement business process management solutions. Demonstrating excellent leadership and teamwork is essential to ensure engagement models are followed and all relevant parties are updated on project progress regularly. A key aspect of the role is the effective communication across internal and external boundaries without exception ensuring clarity on workload management, scope, deliverables, activities and timescales.Also required to participate in planning and deployment management of internal departmental efficiency and standards projects as required.
The Responsibilities Leading implementation programs of highly complex, multi-service line, enterprise level technical solutions for DS customers. Duties include: setting realistic expectations, developing implementation methodology and strategy, developing a detailed plan to support the strategy, reporting status and executing the plan
Manage a matrixed project team including different internal areas based on the project requirements and also works directly with customer project management and their technical resources, provides direction to cross-functional team members
Ensure internal stakeholder requirements are met including performance, quality, and financial goals
Drive excellence in Project Management by working with either Iron Mountain Project Management Methodology or recognised practice
Serve as a liaison with districts/division to ensure that proper resources are available along with troubleshooting operational issues that may arise
Ensure a framework is in place which delivers timely and accurate periodic reporting on project milestones, quality and compliance as directed by management requirements
Ensure the right level of resource available for projects which require support through load balancing between temporary and permanent resources
Work closely with assigned Program Managers from other departments on required complex programs with multiple IRM platforms
Ensure Roles and Responsibilities are identified prior to customer and workstream team engagement
Ensure alignment for the duration of the project
Create and manage the program-level schedule by integrating individual workstream schedules and customer schedules into an overall plan
Manage the identification and coordination of dependent tasks and conflicting priorities
Navigate both internally and externally within the customer's organisation to access resources and build consensus regarding strategy and direction of the DS project
Ensure all documentation required for the project's scale are created, revised and communicated in line with expectations
Provide project related information as needed, for process efficiency planning, and/or reporting
Lead the development of tools and enhancements to standardize and automate processes and procedures for onboarding customers and operating procedures
Identify potential product and services opportunities during the project.
Participate in the identification of existing and non-existing processes benefitting from process improvement/efficiency for the department
Assist with the creation of opportunity presentations that might be used to gain leadership buy-in
Participate in cross departmental process improvement or standardisation sessions as assigned. If requested, present departmental standards to other departments and training for onboarding within the DS department as needed
Manage customers through a system Change Control process including level of effort analysis and change implementation
Ensure effective and timely communication between members of the project team (fixed term and temporary) internal and external by use of formal communications and reporting strategy adherence
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 during project phases as defined by the overall engagement model
Navigate both internally and externally within the organisation to access resources and build consensus regarding strategy and direction of the project. Experience interfacing and managing customer relationships at the VP and above level
Host and lead project level and steering level meetings with internal and customer teams, including executive level stakeholders, to assist with open communications and project progress
Assist customers in the development of internal communications to educate and train the customer's user community
Responsible for escalating where necessary and working closely with key stakeholders to ensure departmental targets are achieved and potential issues are resolved
If required on programs, engage SMEs and manage contractually required Business Continuity Plan or Disaster Recovery Plan process and documentation creation, including test plans for simulated and/or live testing
Ensure plan, ownership and timelines are identified
Plan and deliver a successful DS program and seamlessly transitioning the customer to field operations and Help Desk support with established escalation procedures
Assists with the training of local field operations to implement and service customers. This training may include report reviews, site reviews, service review, etc.
The Person Minimum of 8 years of project management experience in a matrix and multi-project environment
Minimum of 8 years of experience managing implementations of highly technical, enterprise level BPO, Hosted, or similar systems
Bachelor's degree in Management or related field preferred or equivalent work experience
PMP Certification is mandatory
Strong computer skills
Must be proficient with Google Mail, Google Calendar, Google Meet, and have the ability to quickly become proficient with Digital Solution products (Smartsheet experience preferred.)
Ability to quickly understand tools required by customers to use for program management and communications that may not be on the IRM standard platform
Ability to effectively prioritize and execute tasks in a high pressure environment
Must have clear, executive level, excellent written and verbal communications skills – well targeted based on the level of audience within and outside the organisation
Ability to work both independently and in a team-oriented, collaborative environment
Results-orientated, able to execute and get things done; Able to negotiate and reach compromise
Good level of empathy, active listening and ability to manage conflicts
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
Experience with Software Development Life Cycle (SDLC) processes
Experience with scanning projects Kofax Capture, Kofax KTM, Globalscape
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
Category: Project/Program Management Group
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to See the Supplement to learn more about Equal Employment Opportunity.
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, CLICK HERE
Requisition: J0080617
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