ServiceNow SAM Pro Manager

Job Description

Essential Duties and Responsibilities:

Astreya is placing a Software Asset Manager to lead a ServiceNow SAM Pro program at one of our key clients, a global financial services and investment research firm. This is a program leadership position rather than a platform administration role.

The successful candidate will own the program charter, manage stakeholder relationships, handle publisher compliance positions, and build a sustainable governance model. You will act as the client-facing program lead across four distinct phases, partnering closely with our client's internal teams and Astreya's SW Data Analyst based in Mumbai.

Phase-by-Phase Responsibilities

• Phase 0: Assessment Sprint (Days 1–30): Lead a 14-point assessment covering discovery tool stacks, CMDB health, and system integrations. Interview key IT, Procurement, HR, and ServiceNow teams to gather findings. Author the SAM Readiness Report and establish program OKRs based on baseline data. Present the report to our client's IT leadership within 30 days.
• Phase 1: Foundation (Days 31–120): Define the multi-source discovery architecture across Windows, MacOS, and agentless surfaces. Oversee the loading of entitlement records for Tier 1 publishers like Microsoft, Oracle, Adobe, IBM, and SAP. Integrate entitlement record creation into the procurement workflow to ensure every software PO generates a record within 24 hours.
• Phase 2: Operationalize (Days 121–210): Produce the first Effective License Position (ELP) for all Tier 1 publishers by Day 130. Design and implement a reclamation workflow and lead a license downgrade optimization program to document savings. Deliver SAM training, build out knowledge base articles, and publish the signed SAM Program Charter.
• Phase 3: Managed Operations (Day 211 Onwards): Own the monthly ELP refresh cycle and distribute compliance reports to leadership. Manage publisher relationships and lead audit responses when triggered by Tier 1 publishers. Facilitate operations and business reviews to present OKR progress, YTD savings, and audit readiness scores.

Core Duties

• Own the SAM program charter, scope, and governance model across all implementation phases.
• Manage cross-functional relationships across Finance, Procurement, IT, Security, and HR.
• Escalate and manage data quality issues that block ELP accuracy through to resolution.
• Monitor Publisher Pack release notes monthly to flag licensing model changes.
• Support software vendor contract negotiations utilizing SAM data as the primary evidence source.
• Own the renewal pipeline by surfacing upcoming renewals 90, 180, and 365 days in advance.

Required Qualifications (Non-Negotiable)

• Program Rollout Experience: Candidates must possess hands-on program rollout experience; individuals who have only operated a steady-state mature program will not meet the bar for this engagement.
• Experience Level: Minimum 5 years of experience in a Software Asset Management role.
• Implementation Leadership: At least 2 years directly delivering or leading a ServiceNow SAM Pro implementation from Phase 0 to first ELP publication.
• Discovery Architecture: Demonstrated experience designing multi-source discovery architecture across at least two endpoint management platforms.
• Entitlement Loading: Hands-on experience loading entitlement records from purchase order data for at least three Tier 1 publishers.
• ELP Production: Proven experience producing and validating an ELP for Microsoft, along with at least one of Oracle or Adobe.
• Workflow Integration: Experience running reclamation workflows and integrating SAM Pro into ITSM onboarding or offboarding workflows.
• Licensing Knowledge: Deep understanding of licensing models for Microsoft, Oracle, Adobe, IBM, and Apple VPP.
• Platform Proficiency: Strong working knowledge of ServiceNow SAM Pro, ServiceNow ITSM, Microsoft Intune/SCCM, Jamf Pro, and ServiceNow Integration Hub.

Preferred Qualifications

• ServiceNow Certified Implementation Specialist (CIS) in Software Asset Management.
• Experience with endpoint intelligence tools like Tanium Asset and Performance or Nexthink.
• Experience utilizing SaaS License Management in ServiceNow, including Okta integration.
• Prior experience in a client-embedded program lead role at a managed services provider or consultancy.
• Familiarity with VDI environments (Citrix, VMware Horizon, Azure Virtual Desktop) and their impact on Microsoft and Oracle license counting.

Key Success Outcomes

• Day 30: Deliver the SAM Readiness Report with all Phase 0 discovery questions answered and OKRs baselined.
• Day 120: Pass all six Phase 1 gate criteria, achieve a CMDB health score above 85%, and ensure Tier 1 entitlement records are loaded.
• Day 130: Publish and validate the first ELP for all Tier 1 publishers.
• Day 210: Ensure cross-functional dashboards are live, workflows are active, and governance cadences are fully established.
• Year 1: Achieve a SAM program ROI above 3:1, maintain zero unresolved Tier 1 publisher shortfalls, and hit an audit readiness score above 90% for all Tier 1 publishers.