Implementations Manager Digital Solutions


At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Job Summary:

The Digital Solutions (DS) Implementation Manager is responsible for the end to end delivery and implementation of DS solutions for new and existing customers. The DS Implementation Manager works directly with customer business and IT resources to implement business process management solutions and manage the solution life cycle by developing system requirements, technical designs, managing software engineering resources, testing and deploying the solution. The DS Implementation Manager is also responsible for working closely with the sales organization, field operations, DS Management, and account management to coordinate and execute the implementation and to develop and/or enhance tools and processes for the purpose of improved efficiencies, performance and reporting.

Essential Job Functions:

⦁ Responsible for leading implementation of technical solutions for DS customers.

⦁ Leads all phases of a customer’s DS technical project: works directly with customer project management and technical resources, provides direction to cross-functional technical team members, and works with internal stakeholders to meet internal performance requirements.

⦁ Serves as the primary customer facing contact for assigned project(s) for all customer resources including business and IT points of contact.

⦁ Lead a team of assigned technical resources through the DS Implementation Process, including customer requirements, solution design, solution development, and testing activities.

⦁ Develops detailed technical project plans utilizing various scheduling tools for all project phases.

⦁ Develops and documents detailed system design specifications, technical project requirements and system functional design diagrams.

⦁ Manages customers through a system Change Control process including level of effort analysis and change implementation.

⦁ Serves as the Quality Assurance lead for the DS system, responsible for the overall solution and system quality.

⦁ Ensures internal stakeholder requirements are met including performance, quality, and financial goals.

⦁ Hosts and leads steering level meetings with internal and customer executive level stakeholders.

⦁ Responsible for planning and delivering a successful DS solutions and seamlessly transitioning the customer to account management. Duties include: setting realistic expectations, developing implementation methodology and strategy, developing a detailed plan to support the strategy, reporting status and executing to the plan.

⦁ Serves as the day-to-day contact for the customer during the project.

⦁ Lead the development of tools and enhancements to standardize and automate processes and procedures for onboarding customers.

⦁ Assist with the creation of system enhancements and operating procedures to improve the on boarding of new customers and ongoing customer service support for our customers and field teams.

⦁ Manages the hand off to field operations and Help Desk support with established escalation procedures.

⦁ Navigates both internally and externally within the customer’s organization to access resources and build consensus regarding strategy and direction of the DS project.

⦁ Manages internal project teams as required to execute project work and meet customer’s expectations.

⦁ Analyzes and resolves issues. Escalates issues to senior management when required.

⦁ Leads both internal and external team meetings to assist with open communications and project progress.

⦁ Develops internal and external workflows along with associated training documents.

⦁ Develops and manages weekly status reports and issue logs. Utilizes reporting tools to measure and communicate progress, quality and compliance.

⦁ Assists customer in the development of internal communications to educate and train the customer’s user community.

⦁ Identifies potential product and services opportunities during the project.

⦁ Serves as a liaison with districts/division to ensure that proper resources are available along with troubleshooting operational issues that may arise.

⦁ Assists with the training of local field operations to implement and service customers. This training may include report reviews, site reviews, service review, etc.

⦁ Supports and promotes Iron Mountain core values.

Responsibility and Authority:

⦁ Responsible for the timely and successful implementation of DS projects.

⦁ Responsible for the transition of the customer to account management, field operations and Help Desk support.

⦁ Responsible for training newly hired team members.

⦁ Responsible for identifying, resolving and when necessary escalating any issues that may be impeding the success of the project.

Functional Knowledge Skills & Competencies:

Education: Bachelor’s degree in Management or related field preferred or equivalent work experience.

Skills: Proven internal/external written and verbal communication, interpersonal and analytical skills. Ability to multi-task and prioritize issues in a complex environment. Excellent customer service and organizational skills. Must be detail-oriented.

Strong computer skills. In particular, must be proficient with Microsoft office software and become proficient with DS product.

Prior Work

Experience: Requires 3-5 plus years of proven project management experience in a matrix environment.

Requires 3-5 plus year of experience managing implementation of highly technical, enterprise level BPO, Hosted, or similar systems

Experience within the document imaging, outsourcing, SaaS, or hosted solutions industry a plus

Experience with Software Development Life Cycle (SDLC) processes

Environmental job requirements:

Office environment; dusty plant environments. Ability to travel 25% of the time.


Category: Operations Group

Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.

Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.

Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.

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: J0064084

LeadFlex Job ID: 212466

External ID: J0064084

ATS Tracking ID: 6615

Vendor ID: 6615

Post Date: 09/15/2023

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