Senior Client Delivery Program Manager, Digital Solution (DS)

About

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 role works directly with customer stakeholders and internal Iron Mountain teams to implement business process management solutions, coordinating large‑scale, multi‑region projects that involve multiple work streams.

Key Accountabilities

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

Knowledge, Skills & Education

• 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, including customer engagement, communication, presentation skills, and driving 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.) – a plus.
• Experience within the outsourcing, SaaS, or hosted solutions industry – a plus.
• Clear, executive‑level written and verbal communication skills, tailored to audience level.
• Ability to manage projects with complex team structures utilizing both on‑shore and off‑shore resources.
• Strong empathy and active listening.
• Conflict management skills.
• 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.

Competencies

• 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)

Special Requirements

• Virtual/Remote/Office work environment.
• Flexibility to work across various time zones.
• Travel as required (approximately 20%).

Salary Range

Reasonably expected salary range: $123,500 – $164,700 (starting salary may vary based on factors such as location and legal minimum wages).