ServiceNow Software Asset Management (SAM) Product/Program Manager

General Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology, and mission services to various U.S. government agencies. They are seeking a ServiceNow Software Asset Management (SAM) Product/Program Manager responsible for the strategy, roadmap, and delivery of Software Asset Management capabilities on the ServiceNow platform, driving business value through effective stakeholder management and program oversight.

Responsibilities:

• Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems
• Track financial forecasts, lifecycle costs, and budgetary alignment across SAM initiatives
• Performs financial management services, including financial analysis, budget and cost quote preparation, cost management, reconciliation, and profit enhancement
• Establish and maintain a documented set of disciplined, mature, and continuously improving processes for administering all contractual efforts with an emphasis on cost-efficiency, schedule, performance, responsiveness, resource management, and consistently high-quality delivery
• Coordinate across CMS stakeholders, procurement teams, technical groups (Infrastructure, Security, Hosting, DBA)
• Develop, deliver and maintain and ensure compliance with the Project Management Plan and backlogs
• Provide the government with monthly and quarterly status reports on the activities and milestones completed and deliverables submitted for each task for the past month
• Ensure alignment of program deliverables to program outcomes for operational efficiency
• Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances
• Coach SAM team members to foster skill development and alignment with CMS standards
• Define and communicate the product vision for ServiceNow SAM, aligned with enterprise IT and financial objectives
• Develop and maintain a roadmap covering key capabilities such as license compliance, SaaS management, and software optimization
• Own and prioritize the SAM product backlog based on business value, risk, and stakeholder needs
• Translate business requirements into clear user stories with acceptance criteria
• Balance new feature delivery with technical debt reduction and platform sustainability
• Align SAM implementation with the Common Service Data Model (CSDM) and CMDB standards
• Partner with ITAM, Procurement, Finance, Security, and IT Operations to gather requirements and define priorities
• Act as the primary point of contact for SAM product-related decisions
• Communicate roadmap updates, releases, and value delivered to stakeholders
• Ensure a Continual Service Improvement mechanism in-place for SAM
• Participate in sprint planning, backlog refinement, and product reviews
• Collaborate closely with developers, architects, and QA teams to ensure high-quality delivery
• Collaborate with Enterprise IT Asset Management, Hosting, Security, DBA, Operations, and Technical teams to implement asset management practices, processes, and procedures
• Deliver SAM application status overviews, asset compliance updates, and optimization recommendations to stakeholders
• Interface with vendors for license renewals, contracts, and hardware/software lifecycle updates
• Ensure adherence to governance and compliance standards throughout project phases
• Oversee team activities and track progress against project timelines and deliverables
• Define and monitor SAM KPIs
• Deliver dashboards and reporting for operational and executive insights
• Drive adoption of advanced SAM features (e.g., SaaS License Management, publisher packs)
• Continuously evaluate platform usage and recommend enhancements
• Support vendor audit readiness (e.g., Microsoft, Oracle, Adobe)
• Identify and mitigate compliance risks through proactive monitoring
• Ensure adherence to internal governance and regulatory requirements
• Track Key Performance Indicators (KPIs) and maintain dashboards to measure team performance and operational success

Requirements:

• 5 + years of related experience
• Bachelor's degree in information systems, Business, Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• 5 + years of IT project management experience, with 2 years in SAM or ITAM projects
• Experience as a Technical Program Manager with direct oversight of labor, materials, financials, and IT system/platform
• Understanding of SAM/ITAM principles and their integration into enterprise infrastructure
• Demonstrated success in implementing SAM/ITAM initiatives across enterprise environments
• Certified Project Management Professional or equivalent
• Experience in project management tools (e.g., MS Project, PPM, Agile 2.0, Jira, Confluence)
• Experience with CI/CD pipelines and DevOps concepts
• Advanced stakeholder management and communication skills, including conflict resolution
• Expertise in risk management and development of mitigation strategies
• Proactive leadership in process improvement and automation
• Strong leadership; Team coordination; Process improvement skills
• 8 + years of IT project management experience
• Certified Software Asset Management (CSAM) certification or equivalent
• Certified Hardware Asset Management Professional (CHAMP) certification or equivalent
• Experience with automation and integration across IT management platforms, including ServiceNow Pro Plus AI Agents
• Experience with COTS Product lifecycle management, procurement workflows, contract management, and vendor coordination
• Experience working on complex, large-scale IT programs or enterprise-grade data centers