Role Overview :
BMC Remedy & Helix Service Owner is accountable for the overall ownership, governance, delivery, and operational performance of the BMC Remedy and BMC Helix services. The role acts as the single point of accountability across business stakeholders, external vendors, and delivery partners, ensuring that the service supports business objectives, transformation initiatives, and agreed service levels.
Key Responsibilities :
Service Strategy and Governance
* Own the end to end service strategy and roadmap for BMC Remedy and BMC Helix, ensuring alignment with business priorities and transformation goals.
* Provide clear ownership and direction for service evolution, enhancements, and platform modernization.
* Act as the primary service owner for Remedy and Helix, ensuring effective governance, decision making, and accountability across all involved parties.
Supplier and Vendor Management :
* Lead end to end governance of external delivery and support vendors, including performance, service quality, commercials, and contractual adherence.
* Manage vendor engagement related to platform support, incidents, upgrades, escalations, and roadmap alignment.
* Ensure vendors operate within agreed SLAs, KPIs, and governance frameworks, driving corrective actions where required.
Delivery, Operations and Maintenance Ownership :
* Hold overall accountability for Application Development (AD), Application Operations (AO), and Application Maintenance (AM) for BMC Remedy and BMC Helix services.
* Ensure service stability, availability, performance, and resilience across all environments.
* Oversee delivery of enhancements, fixes, and changes while balancing service continuity and transformation needs.
* Drive continuous improvement across service performance, operational efficiency, and platform maturity.
People Leadership :
* Provide line management and leadership for the incumbent Remedy and Helix service team.
* Set clear expectations for service ownership, delivery standards, and performance outcomes.
* Support skills development, capability uplift, and succession planning within the team.
* Promote a culture of accountability, collaboration, and continuous improvement.
Stakeholder Management :
* Act as the primary interface for all Remedy and Helix related matters with business stakeholders.
* Represent the service in programme, delivery, and governance forums where required.
* Manage communication, prioritization, reporting, and escalation across stakeholders and vendors.
* Balance competing stakeholder demands while protecting service integrity and delivery commitments.
Skills and Experience
Must Have:
* Proven experience as a service owner, service lead, or senior delivery lead for enterprise IT platforms or critical business services.
* Strong experience managing third party vendors in a multi supplier environment.
* Sound understanding of IT service management, delivery lifecycles, and operational support models.
* Experience managing both legacy and modern platforms in parallel.
* Strong stakeholder management and communication skills across technical and business audiences.
Also ,Good to Have :
* Hands on experience with BMC Remedy and/or BMC Helix platforms.
* Experience supporting large scale transformation or service modernization initiatives.