IT Operations Manager - Software Asset Management (SAM)

IT Operations Manager

U.S. Bank is seeking an IT Operations Manager to lead and support our Enterprise Software Asset Management (SAM) program. The IT Operations Manager leads a specialized team responsible for driving operational excellence across software lifecycle management, including compliance, optimization, audit readiness, and reporting while minimizing operational risk, maintaining service stability, and ensuring alignment with enterprise procedures and regulatory expectations.

As the IT Operations Manager you will lead operational process execution leveraging technology-driven automation, quality control, and continuous improvement of SAM-related processes, workflows, and delivery. Success requires vision, technical execution, discipline, and organizational change leadership to influence behaviors, increase adoption of standardized software services, and embed compliance into "how software is acquired, deployed, and managed."

As a visible technology leader at U.S. Bank, your leadership will shape how thousands of employees consume and manage software within a top-5 financial services organization reinforcing resilience, trust, financial stewardship, and responsible technology management with our cross-organizational partners.

Responsibilities include:

• 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

Basic Qualifications:

• 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

Required skills/experience:

• 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

Preferred skills/experience:

• Knowledge of ServiceNow CSDM, CMDB, and/or Hardware Asset Management (HAM & SAM Pro)
• Experience with major software publishers (e.g., Microsoft, Oracle, IBM, SAP, Salesforce) and complex licensing models
• Strong financial and commercial acumen, including cost optimization and vendor management

This role requires working from a U.S. Bank location three (3) or more days per week.

If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

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

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $111,605.00 - $131,300.00