Job Summary

The SAM Management – L3 role is a senior and strategic position responsible for end-to-end ownership of the Software Asset Management (SAM) function across the enterprise. This role provides L3 escalation support, defines SAM governance and strategy, ensures license compliance and cost optimization, and serves as the primary advisor to leadership, Audit, Procurement, and Finance teams. The role also mentors L2 teams and drives continual improvement of SAM maturity on the ServiceNow platform.

Key Responsibilities

Strategic SAM Ownership & Governance

· Own and evolve the enterprise SAM strategy, roadmap, and operating model.

· Define and enforce SAM governance frameworks, policies, standards, and controls.

· Ensure alignment of SAM operations with ITIL, ITAM, FinOps, and organizational risk management objectives.

· Act as the final escalation point (L3) for complex SAM issues, compliance risks, and audit challenges.

License Compliance, Risk & Audit Management

· Provide expert oversight of Effective License Position (ELP), reconciliation outcomes, and compliance posture.

· Lead software audit preparedness and responses for Tier-1 publishers (Microsoft, Oracle, SAP, IBM, Adobe, etc.).

· Assess contractual and licensing risks; guide remediation strategies for non-compliance.

· Partner with Legal, Procurement, and Finance on license negotiations, renewals, and true-ups.

Cost Optimization & Value Realization

· Drive enterprise-wide license optimization, rationalization, and cost-savings initiatives.

· Identify opportunities for standardization, reuse, and shelfware reduction.

· Provide executive-level insights on software spend, usage trends, and budgeting forecasts.

· Align SAM outcomes with business value realization and cost transparency.

ServiceNow SAM Platform Leadership

· Provide architectural and functional oversight for ServiceNow SAM / SAM Pro.

· Guide L2 and Tool SMEs on advanced reconciliation, publisher configurations, and complex scenarios.

· Review and approve major enhancements, upgrades, integrations, and data model changes.

· Ensure SAM aligns with CMDB, CSDM, ITSM, and procurement processes.

Leadership, Mentorship & Continuous Improvement

· Mentor and coach L2 SAM Management and Tool teams; provide functional direction and best practices.

· Establish KPIs, SLAs, maturity metrics, and continuous improvement plans.

· Lead process optimization, automation, and maturity uplift initiatives.

· Own SAM documentation, standards, and knowledge frameworks.

Stakeholder & Executive Engagement

· Serve as the SAM subject matter authority for senior leadership and governance forums.

· Communicate complex licensing and risk topics in a clear, executive-friendly manner.

· Act as a key advisor during transformations, mergers, divestments, and large IT initiatives.

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Skill Requirements

SAM & ITAM Expertise

· 10+ years of IT experience with 5–7+ years in Software Asset Management leadership roles.

· Deep functional expertise in:

o SAM / SAM Pro (ServiceNow)

o License compliance, ELP, reconciliation

o Software lifecycle and governance

o CMDB and CSDM alignment

· Strong understanding of ITIL, ITAM, and enterprise risk management.

Licensing & Vendor Expertise

· Advanced hands-on knowledge of complex licensing models across major publishers.

· Proven experience leading vendor audits, negotiations, and compliance defenses.

· Ability to interpret contracts, entitlements, and usage at an expert level.

Strategic & Analytical Skills

· Strong ability to analyze data and translate SAM insights into executive decisions.

· Experience managing large-scale, multi-vendor software portfolios.

· Proven success driving cost optimization and maturity improvements.

Other Requirements

Preferred Qualifications

· ServiceNow CIS – SAM (Highly Preferred)

· ServiceNow CSA

ITAM / SAM / Vendor Licensing Certifications

· Experience in large enterprise, global, or regulated environments