Helix Principal Product Manager (can be based in Europe) in London

At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game — not just play it. We celebrate wins, support each other, and laugh a lot. We are the change makers dedicated to delivering real value to customers by accelerating innovation and the application of agentic AI in digital service and operations management for IT organizations worldwide.

BMC Helix Digital Workplace is a next-generation, AI-powered experience platform that delivers intuitive, context-aware, and personalized interactions for employees across the enterprise. It enables seamless access to services, knowledge, and support—empowering employees to work efficiently anytime, anywhere, and on any device. Recognized by Gartner and Forrester for leadership in digital workplace capabilities, Helix stands at the forefront of transforming employee experiences through automation, intelligence, and unified service delivery.

As principal product manager on the Digital Workplace product, you will conduct customer research, define and deliver capabilities to enterprises and organizations. You will work across multiple teams to ensure a competitive product strategy and quarterly release plans, collaborating with engineering, design, marketing, and sales to build and deliver products that people and companies love. You will be charged with delivering and driving adoption of world-class cloud applications. You value products that delight customers and balance simplicity with robust features that solve real-world problems. Saying “no” is as important as adding new features.

• Define and own the product vision, strategy, and roadmap for BMC Helix Digital Workplace (DWP), Digital Workplace Catalog, AI-powered Employee Navigator, and Service Catalog Curator Agents.
• Lead the transformation from traditional ITSM/ESM workflows to intelligent, autonomous, AI-driven service experiences.
• Design, build, and scale Agentic AI applications, including end-to-end ownership from 0 → 1 product development and beyond.
• Define agentic architecture covering task planning, orchestration, tool usage, memory management, and feedback loops.
• Partner with engineering and data science teams to operationalize AI agents leveraging LLMs, RAG, and orchestration frameworks.
• Establish evaluation frameworks and KPIs for AI agents, including performance, accuracy, safety, and business impact.
• Act as a subject matter expert across BMC Helix suite: Helix Platform, ITSM, ESM, Business Workflows (BWF), Digital Workplace (DWP), and HelixGPT.
• Drive workflow and application development using BMC Helix Innovation Studio, ensuring scalable and reusable service designs.
• Own end-to-end product lifecycle: ideation, requirements definition, prioritization, development, launch, and continuous iteration.
• Translate business requirements into detailed product specifications, user stories, and acceptance criteria.
• Collaborate cross-functionally with engineering, UX, QA, sales, marketing, and customer success teams.
• Engage with enterprise customers to gather insights, validate solutions, and drive adoption.
• Support go-to-market strategies including product positioning, messaging, and enablement.
• Ensure responsible AI practices, including governance, explainability, compliance, and risk mitigation.

• Bachelor’s degree in computer science or equivalent.
• 12+ years of product management experience, preferably in enterprise SaaS environments.
• 5+ years of experience in ITSM, ESM, and digital workplace platforms.
• Proven track record of building and launching 0 → 1 products, especially AI/Agentic applications.
• Strong hands-on experience with BMC Helix product suite, including Helix Platform, ITSM, ESM, BWF, Digital Workplace (DWP), and HelixGP.
• Experience developing workflow-driven applications using BMC Helix Innovation Studio.
• Deep understanding of Agentic AI concepts, including LLMs, prompt engineering, RAG, and agent orchestration frameworks.
• Experience delivering AI-powered features/products into production environments.
• Strong understanding of APIs, integrations, microservices, and cloud-native architectures.
• Demonstrated ability to define product strategy and execute in agile development environments.
• Strong analytical, problem-solving, and data-driven decision-making skills.
• Excellent communication and stakeholder management skills across technical and business audiences.
• Strong public speaking, writing and presentation skills.

• Experience with IT Service Management or Enterprise Service Management.
• Exposure to conversational AI, virtual agents, chatbots, and intelligent automation platforms.
• Familiarity with AI evaluation techniques, experimentation frameworks, and product analytics tools.
• Strong understanding of human-AI interaction design and user experience for AI-driven products.
• Experience working with large-scale enterprise customers and complex system integrations.
• Demonstrated ability to balance innovation with scalability, reliability, and enterprise-grade requirements.
• Strong curiosity for emerging AI trends and ability to rapidly adapt to evolving technologies.
• Proven leadership skills with the ability to influence without authority and drive cross-functional alignment.
• MBA or equivalent business/strategy experience is a plus.

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.