Job Description
Role Overview
The SAM Operations Manager is responsible for overseeing the daily operations of the offshore Software Asset Management (SAM) team. This role ensures operational excellence through effective workload management, SLA adherence, data quality assurance, and leadership of a high-performing team supporting SAM Pro processes.
Key Responsibilities
Manage the day-to-day operations of the offshore SAM team
Ensure SLA attainment, including response and resolution time targets
Oversee workload distribution to maintain efficiency and balanced team capacity
Perform quality assurance on normalized data to ensure accuracy and consistency
Ensure reclamation flows are executed correctly and in line with defined processes
Monitor operational performance metrics and drive continuous improvement
Provide team leadership, coaching, and performance management
Collaborate with onshore stakeholders to align operational priorities and outcomes
Identify process gaps and opportunities for automation or optimization
Required Skills & Experience
7+ years of experience in Software Asset Management (SAM) operations
Strong working knowledge of ServiceNow SAM Pro, including core workflows and data models
Proven Experience In Team Leadership And Quality Assurance Functions
Solid data analytics skills, with the ability to interpret trends, metrics, and operational insights
Experience managing offshore or distributed teams is highly desirable
Technical & Professional Competencies
Expertise in SAM lifecycle management and reclamation processes
Strong understanding of SLA-driven operational environments
Ability to assess and improve data quality and normalization outcomes
Excellent problem-solving and decision-making skills
Strong communication skills across technical and non-technical stakeholders
Preferred Qualifications
ServiceNow SAM Pro Fundamentals certification
Experience working in large-scale enterprise or managed service environments
