IT Asset Management Service Owner

IT Asset Management Service Owner

End-to-End Ownership of IT Asset Management Services

• Own and be accountable for the IT Asset Management (ITAM) service across the enterprise, ensuring reliability, transparency, and audit readiness
• Ensure data accuracy and integrity for all hardware, software, and contract assets within ServiceNow ITAM
• Act as the single point of accountability for ITAM service health across the enterprise

ServiceNow Platform Ownership (HAM, SAM, Contracts)

• Own functional accountability for ITAM capabilities within ServiceNow, including:
  • Hardware Asset Management (HAM)
  • Software Asset Management (SAM)
  • ServiceNow Contract Management
• Ensure proper configuration, use, and governance of ServiceNow ITAM modules to support operational, financial, and compliance requirements

IT Asset Disposal & Vendor Management

• Own the IT Asset Disposal (ITAD) process, including oversight of the current disposal vendor (e.g., Dynamic)
• Be accountable for:
  • Vendor performance and service quality
  • Certificate of destruction and data security compliance
  • Accurate and timely invoicing
  • Contractual service delivery expectations
• Ensure retired assets are properly reflected in ServiceNow and downstream financial systems

IT Store & Procurement Enablement

• Own the IT Store experience within ServiceNow, including:
  • Hardware and software catalog items
  • End-to-end request lifecycle from request → quote → procurement → fulfillment → assignment
• Serve as the ITAM owner for reseller and sourcing relationships, including vendors such as:
  • CDW
  • Proscan
  • SoftwareOne
  • SHI
• Ensure catalog items are accurate, governed, cost-transparent, and aligned with sourcing and procurement processes

Software Assignment & Vendor Portal Management

• Accountable for accurate software assignment to end users and devices
• Oversee ITAM management of key vendor portals, including (but not limited to):
  • Microsoft 365 / Microsoft portals
  • Adobe
  • Minitab
• Ensure software provisioning, reclamation, and entitlement usage are auditable and aligned with license terms

Software & Contract Renewal Ownership

• Own accountability for defined strategic contract renewals, including (as applicable):
  • Microsoft MPSA / EA
  • Adobe ELA
  • Autodesk
  • Minitab
• Ensure renewals are:
  • Data-driven
  • Timely
  • In alignment with actual usage, entitlements, and business need
• Partner with Sourcing and VMO while retaining ITAM ownership of the underlying data and compliance position

Financial Accountability & Invoice Reconciliation Support

• Accountable for ensuring ITAM-supported invoices are accurate, validated, and paid
• Partner closely with Finance AP to:
  • Support invoice reconciliation and exception handling
  • Ensure credits and rebates are allocated correctly
• Ensure ITAM data enables audit-defensible financial outcomes

Reporting, Visibility, & Risk Management

• Own ITAM reporting and executive visibility, including key metrics such as:
  • Lost and stolen assets
  • Lifecycle status
  • Assignment accuracy
  • Compliance and usage
• Ensure stakeholders have reliable, actionable insight into IT asset risk and spend

ITAM Policy, Governance, & Compliance

• Own the IT Asset Management policy framework, including standards, governance models, and controls
• Ensure IT service providers comply with ITAM policies and established asset lifecycle rules
• Provide feedback and guidance to IT teams to improve compliance and operational alignment
• Build training and awareness to educate both IT and business partners on ITAM policy

Continuous Service Improvement

• Lead continuous improvement of the ITAM service, processes, and tooling.
• Identify inefficiencies, gaps, and risks related to:
  • Data quality
  • Processes
  • Integrations
  • Vendor performance
  • User experience
• Drive improvements that enhance service stability, audit readiness, and cost control

Demand, Backlog & Roadmap Ownership

• Own and manage the ITAM product backlog
• Intake, evaluate, and prioritize new demands impacting ITAM
• Balance operational stability with strategic enhancements by prioritizing the most critical initiatives

Managed Services & Team Direction

• Serve as the primary ITAM interface to the Managed Service Provider (MSP)
• Direct ITAM operational priorities and expectations within the managed services model
• Ensure clear accountability and effective collaboration between internal resources and managed services partners

The Skills You Will Bring:

Education and General Experience

• Bachelor's degree (preferably in computer science, business, or another technical field)
• 8+ years of related IT experience
• 3+ years project management or product delivery experience

Functional Knowledge and Experience

• Accountable for determining and executing appropriate solutions and actions within established operating policies and procedures
• Demonstrates proficiency across all phases of technical analysis, development, and implementation of complex systems
• Accountable for developing plans to meet desired business expectations and outcomes
• Accountable for the uptime, maintenance, and support of all business applications, ensuring stable operations, service quality, and continuity in partnership with managed service provider (MSP)
• Leads technical analysis, solution design, and implementation, applying advanced expertise to deliver reliable business outcomes through technology
• Owns resolution of highly complex issues, driving root-cause analysis and corrective actions to restore service and prevent recurrence
• Accountable for directing IT delivery through teams and professional / operational resources, including oversight of indirect reports as applicable
• Holds the team accountable for performance, execution, and measurable outcomes
• Owns the end-to-end planning and execution approach for advanced applications, systems, and technologies—from requirement to delivery / enablement

Competencies needed for this position

• Customer Focus
• Plans and Aligns
• Directs Work
• Decision Quality
• Optimizes Work Processes
• Communicates Effectively
• Interpersonal Savvy
• Manages Ambiguity
• Action Oriented

The Benefits You Will Enjoy:

International Paper offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, Paid Time Off, Education & Development (including Tuition Reimbursement), Student Loan Repayment Assistance, and Voluntary Benefits including insurance for home, auto, vision and pets.

The Career You Will Build:

Sales and Leadership training, promotional opportunities within a