BMC Remedy & Helix Service Owner

Summary: The BMC Remedy & Helix Service Owner is responsible for leading the governance, delivery, and operational performance of enterprise ITSM platforms, specifically BMC Remedy and BMC Helix. This role involves managing service strategy, vendor relationships, and ensuring service excellence while driving improvements and operational initiatives. The position requires strong stakeholder engagement and team leadership to foster high performance. It is a remote, long-term contract opportunity.

Key Responsibilities:

• Own the end-to-end service strategy, roadmap, and governance for BMC Remedy and BMC Helix.
• Drive service improvements, platform modernisation, and operational excellence initiatives.
• Manage third-party vendors, ensuring delivery against SLAs, KPIs, and contractual commitments.
• Oversee application development, operations, maintenance, and change delivery activities.
• Ensure service stability, availability, performance, and continuous improvement.
• Lead and develop the service team, fostering accountability and high performance.
• Act as the primary point of contact for business stakeholders, managing priorities, communications, and escalations.

Key Skills:

• Strong experience leading enterprise IT services, platforms, or business-critical applications.
• Proven track record in service ownership, service delivery, or operational leadership roles.
• Experience managing vendors and suppliers within complex multi-vendor environments.
• Solid understanding of IT Service Management (ITSM) principles, delivery life cycles, and support models.
• Strong stakeholder management and communication skills across business and technical teams.
• Experience supporting both Legacy and modern technology platforms.
• Hands-on experience with BMC Remedy and/or BMC Helix is highly desirable.
• Exposure to service transformation, modernisation, or large-scale platform initiatives.
• Knowledge of ITIL practices and service governance frameworks is advantageous.

Salary (Rate): undetermined

City: undetermined

Country: England

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Remote - Long-term Contract

We are seeking an experienced BMC Remedy & Helix Service Owner to lead the governance, delivery, and operational performance of enterprise ITSM platforms. This role will be responsible for service strategy, vendor management, stakeholder engagement, and ensuring service excellence across BMC Remedy and BMC Helix environments.

Key Responsibilities

• Own the end-to-end service strategy, roadmap, and governance for BMC Remedy and BMC Helix.
• Drive service improvements, platform modernisation, and operational excellence initiatives.
• Manage third-party vendors, ensuring delivery against SLAs, KPIs, and contractual commitments.
• Oversee application development, operations, maintenance, and change delivery activities.
• Ensure service stability, availability, performance, and continuous improvement.
• Lead and develop the service team, fostering accountability and high performance.
• Act as the primary point of contact for business stakeholders, managing priorities, communications, and escalations.

Skills & Experience

• Strong experience leading enterprise IT services, platforms, or business-critical applications.
• Proven track record in service ownership, service delivery, or operational leadership roles.
• Experience managing vendors and suppliers within complex multi-vendor environments.
• Solid understanding of IT Service Management (ITSM) principles, delivery life cycles, and support models.
• Strong stakeholder management and communication skills across business and technical teams.
• Experience supporting both Legacy and modern technology platforms.
• Hands-on experience with BMC Remedy and/or BMC Helix is highly desirable.
• Exposure to service transformation, modernisation, or large-scale platform initiatives.
• Knowledge of ITIL practices and service governance frameworks is advantageous.