Global Program Director

Basic Information


United States





Date Published


Job ID


Travel Amount

up to 10%

Description and Requirements

Position Purpose: 
The BMC Global Program Director is responsible for orchestrating the successful delivery of BMC strategic (internal) programs. The Global Program director performs a lead role in managing and successfully delivering programs aligned to the BMC Customer Success strategic plan and is expected to drive programs involving interrelated, complex, high-risk projects encompassing multiple work streams, processes, and technical disciplines. The Global Program Director combines financial, technical, analytical, and influencing skills to develop and steward strategic plans for the BMC Customer Success organization and is responsible for delivering measurable benefits for BMC.

Key Accountabilities

Accountability Areas

Actions by which results are achieved


    Leads by example and with influence as an individual contributor

    Utilizes experience and tenure to drive action

Strategy / Project Management

    Charter, plan and deliver projects of work aligned to the BMs Customer Success organization’s (VSEM - Strategy, Vision, Execution, Metrics)

    Communicate program strategies throughout the organization

    Establish and lead the overarching program governance

    Act as a change agent across the organization as BMC accelerates our journey to SaaS and subscription services

    Work with key stakeholders to achieve key performance metrics (financial performance, customer and employee satisfaction, adoption of consistent policies and practices)

    Manage business cadence and operating procedures; provide advice and guidance to the Customer Success leadership team.

     Represent the best interests of the Customer Success Portfolio within BMC; conduct training to ensure application and adoption by the field.

Transformation /Change Management

    Provide trusted level program services that help transform the BMC Customer Success organization to support SaaS and subscription services

Implementation / Delivery

    Create and maintain program management deliverables using an agile approach and ways of working

    Primary interface to all internal stakeholders for program

    Act as a point of escalation and resolve issues impacting strategic programs

    Facilitates the coordination of work across different groups within and across product families through clear communication and identification of dependencies and timely resolution of issues.

Relationships / Managing Key Stakeholders

    Build collaborative relationships across all functions within BMC with a focus on Customer Success.

    Always represent Global Services in a positive and professional manner.

Success Behaviours

An individual contributor and leader that:

    Consistently achieves business’s objectives and performance goals within their control and influence.

    Conveys strategic thinking with an ability to implement programs in a tactical environment

    Supports the leadership team as a trusted advisor, managing the business cadence and operating procedures.

    Plans and orchestrates collaboration and activities amongst the key stakeholders. 

    Leads teams that inspire trust and confidence.

    Builds and maintains strong relationships with key stakeholders and fully leverages BMC ecosystem and resources on engagements.

    Provides mentoring, leading peer group engagements and teams to share information, improve skills, and develop useful process, content, and tools.

    Owns and champions the customer engagement framework (BMC Xcellence).

    Continuously improves own skills and proactively seeks new learning and engagement opportunities.

    Helps identify talent gaps within the group against the needs of the business. 

    Contributes to and leverages BMC knowledge through participation in internal initiatives.

    Fulfils all Ethics and Compliance training and testing requirements to always protect BMC interests and assets.


Functional Skills:

    Understanding of Customer Success operations and processes

    Proven understanding of different software development methodologies (Waterfall, Agile, etc.)

    Demonstrate experience in SaaS and subscription domains 

    Able to articulate the Customer Success Strategy, approach, and benefits of BMC solutions  

    Change Management

Technical Skills:

    Office 365 – with a particular emphasis on Microsoft Teams and Planner

    Microsoft project


    Micros Strategy


Soft Skills:

    Strategic thinking skills to guide executive level strategic planning sessions and guide executive level strategic planning sessions

    Communication skills – oral and written - listens and communicates effectively

    Attention to Detail

    Facilitation skills

    Stakeholder relationship management – influencing, conflict resolution, problem solving, negotiating

    Matrix management skills – direct and indirect

Qualifications / Certifications:

    Bachelor's degree 

    PMI Project Management Professional (PMP) certification 

    PRINCE 2 Practitioner or other formal training in Project Management methodology (may be optional if PMP certified)

    Managing Successful Programs (“MSP”) practitioner or Program Management Professional (“PgMP”) certified (preferred)

    Agile Project Manager certified

    BMC Xcellence badge

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.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

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