ITSM Project Manager

Basic Information






CAN Office at Home

Date published:


Job ID:


Travel Amount:

up to 25%

Description and Requirements

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
The BMC Project Manager performs a lead role in managing the implementation and or conversion projects for the BMC Helix ITSM / Remedy software solutions.  The Project Manager is responsible for orchestrating the successful delivery of Helix ITSM Services engagements.  Project Manager’s are expected to drive projects to successful completion (on-time, on budget, with high Customer satisfaction) while maintaining billable efforts and protecting project profitability.

Key Accountabilities

Strategy / Project Management:
  • Create and maintain project management deliverables according to the BMC
  • Excellence playbook for different stages of the project, including:
  • Development and maintenance of project management plan, project schedule, communications plan deliverables (e.g. status reporting), and key meeting materials
  • Establish and execute project governance, including: 
  • Includes plan for communication and collaboration among the Customer Team, Account Team, Pre-sales, Services Sales, and the PMO
  • Ensure all internal BMC stakeholders are kept well informed on the engagement
  • Customer expectations, comprehensive status (including dashboard reporting), and future engagement opportunities
  • Establish conditions of satisfaction and success factors with the Customer early in the engagement and ensure those are reviewed and maintained periodically through the project lifecycle
  • Establish and lead recurring governance meetings including preparation of materials and working with Customer Project Manager and key internal and external stakeholders to review key project information
  • Perform BMC PMO administration requirements, including:
    • Setup and maintenance of projects in OpenAir
    • Accurate revenue forecasting, monthly revenue close 
    • Management of Project costs and margin
    • Precise project communications (to PMO and other internal stakeholders)
    • Manage transition from Sales to Delivery Team:
    • Comprehensive review and clarification of SOW prior to deal closures
    • Review of BMC solutions roadmap for the Customer
    • Work with resource management to make best use of BMC resources for delivery.

Success Behaviors:
  • An individual contributor that:
  • Understands and can articulate how the BMC solutions align to the Customer's needs.
  • Receives positive Customer feedback from BMC leadership, teams, peers, and sales groups.
  • Leads project teams that inspire trust and confidence.
  • Cultivates satisfied, repeat Customers.
  • Communicates and orchestrates actions effectively for project success (e.g. proactively mitigates risks before issues impact the project).
  • Complies with the project cadence required by PMO (e.g. regular status reporting on project indicators).
  • Approves project team's time and expense reports each week.
  • Maintains OpenAir project status every week.
  • Escalates appropriately for issues impacting project delivery or Customer satisfaction, following process/policy.
  • Builds and maintains strong relationships with internal and external key stakeholders.
  • Continuously improves own skills and proactively seeks new learning and engagement opportunities.
  • Identifies emergent business opportunities w/ Customers, coordinates w/ BMC Account teams for follow up.
  • Achieves utilization target.
  • Forecasts revenue with an accuracy of +/- 5% each period.
  • Contributes to BMC knowledge through participation in internal initiatives.
  • Executes projects in compliance with the processes and standards of BMC
  • Excellence delivery methodology.
  • Fulfills all Ethics/Compliance training and testing requirements to protect BMC interests and assets at all times.

Qualifications /Experience/Certifications:
  • Bachelor's degree or equivalent experience
  • Experience with ITSM Software (Helix ITSM / Remedy knowledge preferred)
  • Experience managing all phases of software Implementation project lifecycle.
  • ITIL v3 Foundation
  • Managed projects of $250,000 USD with 3+ team members on projects over 6 months in duration.
  • Managed people from different countries and with various cultural backgrounds - international experience preferred.
  • Understanding of different software development methodologies (Waterfall, Agile, etc.)
  • Must be familiar with other IT management technologies and have a working knowledge of IT operations and management.

Qualifications/Experience/Certifications (Desirable)
  • PMI Project Management Professional (PMP) certification or other formal training in Project Management methodology (PRINCE 2 Practitioner)
  • SaaS experience
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. BMC never asks for payment from individuals seeking employment with the company.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.