ITIL SMO Manager

Basic Information

Job Name

Principal Business Process Mgr - India

Country

India

State

IN_Maharashtra

City

Pune

Date Published

30-Jun-2026

Job ID

47190

Travel

You may occasionally be required to travel for business

Looking for details about our benefits?

Description and Requirements

CareerArc Code

CA-JF

Hybrid: #LI-Hybrid

BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value, faster than humanly possible. Our industry-leading portfolio unlocks human and machine potential to drive business growth, innovation, and sustainable success. BMC does this in a simple and optimized way by connecting people, systems, and data that power the world’s largest organizations so they can seize a competitive advantage.

Join BMC as a Manager – Service Management Office (SMO) to drive enterprise-scale IT service excellence. This role sits at the core of IT operations, owning ITIL governance, service resilience (DR/BCP), CMDB integrity, and tooling enablement through BMC Helix. You will lead critical transformation initiatives to improve service reliability, compliance, and operational efficiency while influencing stakeholders across IT, Security, and Business functions.

Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

Own and govern Incident, Problem, Change, and Configuration Management (CMDB) aligned to ITIL best practices

Drive SLA adherence, service availability, and continuous service improvement (CSI) initiatives

Lead root cause analysis (RCA) and proactive problem management to reduce repeat incidents

Govern Change Advisory Board (CAB) to ensure risk-controlled deployments

Maintain CMDB accuracy, service mapping, and discovery integrity

Oversee Software Asset Management (SAM) and enterprise-wide license compliance

Own Disaster Recovery (DR), IT Service Continuity (ITSCM), and cyber recovery readiness including drills and execution

Drive vendor performance, audits, and compliance governance

Optimize BMC Helix ITSM platform (Incident, Change, CMDB, Digital Workplace)

Enable automation, reporting, and analytics for service performance

Lead, mentor, and influence cross-functional teams; provide executive-level service reporting

To ensure you’re set up for success, you will bring the following skillset & experience:

10–14 years of IT experience; 5+ years in ITSM/SMO leadership roles in enterprise environments

Strong expertise in ITIL processes (Incident, Problem, Change, CMDB)

Hands-on experience with BMC Helix or similar ITSM platforms

Proven experience in CMDB design, service mapping, and discovery tools

Deep understanding of Disaster Recovery, Business Continuity, and Cyber Recovery frameworks

Experience in risk, audit, compliance, and governance frameworks

Strong exposure to Software Asset & License Management (SAM)

Ability to drive automation, dashboards, and service analytics

Demonstrated leadership, stakeholder management, and organizational change capability

Bachelor’s degree in Computer Science / IT (or related field)

Whilst these are nice to have, our team can help you develop in the following skills:

Advanced certifications: ITIL Managing Professional (MP), ITIL Practitioner

BMC Helix ITSM certifications or equivalent tooling expertise

Exposure to ISO standards (ISO 20000, ISO 22301, ISO 27001)

Certifications in Service Continuity, Disaster Recovery, and Cloud (AWS/Azure)

Advanced capabilities in automation, AI-driven ITSM, and predictive service operations

Our commitment to you!

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC 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.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 4,700,000 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.

( Returnship@BMC )

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.

Min salary

3,525,000

Mid point salary

4,700,000

Max salary

5,875,000

Min Salary - NEW

3,525,000

Max Salary - NEW

5,875,000