ITSM Project Manager

Basic Information

Country:

Canada

State:

NA

City:

CAN Office at Home

Date published:

22-Dec-2020

Job ID:

28774

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
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