ITAM/Servicenow(Manager)SAM pro

PwC; Bengaluru; On-site; INR 1,200,000 - 2,300,000; Full time

Job summary

PwC Bengaluru seeks a lead to drive ITAM and ServiceNow workstreams, ensuring governance, stakeholder engagement, delivery performance, data quality, compliance and continuous improvement across HAM, SAM, CMDB and platform administration.

The role involves reviewing delivery dashboards, leading governance meetings and client reviews, managing risks and action plans, and guiding ServiceNow configuration, integrations, releases and service support to improve cross-functional delivery.

Qualifications

• Must have experience leading IT service delivery, ITAM operations, ServiceNow programmes, or related enterprise tech functions.
• Strong knowledge of ServiceNow platform, CMDB, HAM, or SAM; ability to coordinate across adjacent workstreams.
• Experience with governance, escalations, and cross-functional coordination.

Responsibilities

• Review delivery dashboards, SLA/KPI performance, risks, and action plans.
• Lead governance meetings, client reviews, escalations, and service improvement initiatives.
• For CMDB: govern CI data models, identification/reconciliation, data quality, and discovery alignment.
• For HAM: oversee hardware lifecycle controls, inventory accuracy, audits, tagging, and disposal processes.
• For SAM: oversee software entitlement reconciliation, licence compliance, renewals, and audit readiness.
• Guide ServiceNow: configuration, platform administration, integrations, release/change practices, and support operations.

Skills

ServiceNow

ITAM operations

Stakeholder management

SLA/KPI management

Team leadership

Reporting skills

Education

ITIL certification

Job description

Role Summary

Lead ITAM and/or ServiceNow workstreams, ensuring effective governance, stakeholder engagement, delivery performance, data quality, compliance, and continuous improvement across HAM, SAM, CMDB, and platform administration.

Must-Have Skills

• Experience leading IT service delivery, ITAM operations, ServiceNow programmes, or related enterprise technology functions.
• Strong knowledge of one or more core areas: ServiceNow platform, CMDB, HAM, or SAM; ability to coordinate across adjacent workstreams.
• Experience with stakeholder management, escalations, operational governance, and cross-functional coordination.
• Understanding of SLA/KPI management, service quality, risk management, and process compliance.
• Experience managing teams, workloads, priorities, and delivery commitments.
• Strong written and verbal communication, reporting, and presentation skills.

Hands-on / Practical Experience

• Reviewing delivery dashboards, SLA/KPI performance, risks, and action plans.
• Leading governance meetings, client reviews, escalations, and service improvement initiatives.
• For CMDB: governing CI data models, identification/reconciliation, data quality, and discovery alignment.
• For HAM: overseeing hardware lifecycle controls, inventory accuracy, audits, tagging, and disposal processes.
• For SAM: overseeing software entitlement reconciliation, licence compliance, renewals, and audit readiness.
• For ServiceNow: guiding configuration, platform administration, integrations, release/change practices, and support operations.

Good-to-Have Skills

• ServiceNow HAM Pro, SAM Pro, CMDB Health, Discovery, or CSDM exposure.
• ITIL certification or formal service management training.
• Software publisher licensing knowledge, such as Microsoft, Oracle, or Adobe.
• Global delivery / managed-services experience; onshore-offshore coordination.
• Healthcare IT operations experience for roles supporting healthcare clients.
• Transition, transformation, process standardisation, and continuous improvement experience.