IT Operations Manager – Software Asset Management

Role Overview

• Deliver the Enterprise SAM operational outcomes aligned with COBIT, FFIEC, and internal risk standards
• Execute modern, end-to-end SAM operational workflows across the ServiceNow ecosystem (request, procurement, entitlement, deployment, compliance, reclamation), prioritized by enterprise value and risk prioritization
• Maintain and improve software compliance and optimization across SaaS, COTS, and on Prem licensing models
• Deliver continuous audit readiness through automated license reconciliation, evidence generation, and compliance validation
• Measure and report KPIs and KRIs for operational performance, software compliance, financial exposure, and software optimization outcomes
• Act as a primary partner to internal stakeholders and clients, ensuring SAM operational outcomes align to their goals, decisions, and success metrics while maintaining sustainable control effectiveness
• Lead overall reporting support, including intake processes, intake prioritization, and data-driven guidance and insights
• Develop and execute risk remediation action plans informed by operational process insights and performance metrics
• Lead organizational change management and adoption strategies to drive consistent execution of standardized SAM operational workflows
• Lead and inspire a high-performing team accountable for execution, adoption, and ongoing operational process maturity—championing career development, performance excellence, and a culture of engagement, resilience, and accountability

Requirements

• Bachelor's degree or equivalent work experience
• ITIL Service Management Foundation certification
• 7+ years’ experience with the processes, tools and guidelines for overseeing and optimizing the costs and revenues for IT services
• 7+ years’ experience with management approaches, tools, and techniques for managing IT assets
• 7+ years’ experience within a total Information Technology (IT) environment
• 7+ years of experience leading complex operational, technology, financial, or risk initiatives within highly regulated environments (e.g., financial services, healthcare)
• 5+ years of direct Software Asset Management experience, including licensing compliance, optimization, and vendor management
• 3+ years of hands-on experience implementing and operating SAM operational workflows within the ServiceNow ITx platform (ITAM, SAMPro, ITSM, ITOM, and related integrations)
• Experience translating policies and standards into operational processes with embedded controls
• Proven ability to use data and automation to drive operational improvements across the asset lifecycle
• Experienced people leader with the ability to develop talent, set clear expectations, and scale execution through empowered teams
• Strong capability to build trusted partnerships across IT, procurement, finance, risk, legal, audit, and security organizations
• Comfortable operating in ambiguous, fast-paced environments, balancing tactical execution with strategic focus
• Ability to lead through influence and communicate effectively

Tech Stack

• ITSM
• ServiceNow

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law