SAM Technical/Operational Manager (for Software Asset Management Service).

Merck Gruppe - MSD Sharp & Dohme; Hyderabad; Hybrid; INR 4,50,000 - 6,75,000; Full time

Job summary

A global healthcare biopharma company in Hyderabad seeks a SAM Technical/Operational Manager to oversee and optimize ServiceNow SAM Pro. The role focuses on ensuring high reliability and performance of software asset management tools, requires strong analytical skills, and offers a hybrid work environment. This position is pivotal in supporting the company's IT transformation initiatives.

Qualifications

• 3+ years of technical experience in IT System Management (preferably in ITAM); HAM familiarity is a key advantage.
• ServiceNow familiarity.
• Understanding of software asset management lifecycle processes is an advantage.

Responsibilities

• Oversee and optimize the use of ServiceNow SAM Pro.
• Ensure accurate and complete data within SAM Pro.
• Perform data management activities to keep SAM data reliable.
• Troubleshoot and resolve functional data issues.

Skills

Audit Management

Business Process Improvements

Data Modeling

Governance Management

Information Systems Strategy

Quality Assurance (QA)

Stakeholder Relationship Management

Education

Bachelor’s degree in Information Technology, Computer Science, Finance, Business or any Technology stream

Tools

ServiceNow SAMPro

Job description

Overview

Based in Hyderabad, join a global healthcare biopharma company with a 130-year legacy of success, backed by ethical integrity, forward momentum, and a mission to achieve new milestones in global healthcare. Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products. Drive innovation and execution excellence, using data, analytics, and insights to drive decision-making and tackle some of the world\'s greatest health threats.

Our Technology Centers focus on creating a space where teams deliver business solutions that save and improve lives. Tech Centers are globally distributed locations integral to supporting our IT operating model and driving digital transformation, with colleagues across IT divisions to enable successful outcomes.

A focused group of leaders in each Tech Center helps manage and improve each location, investing in growth, success, and well-being, and ensuring belonging while handling critical emergencies. We collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview

The SAM Technical/Operational Manager reports to the ITAM Operational Lead and supports both operational and technical aspects of Software Asset Management (SAM) service across the organization. This position focuses on the technical implementation, maintenance, and support of the SAM tool, ensuring high reliability, performance, security, and supporting driving key SAM operational activities.

The role is part of a center-led Software Asset Management Service to ensure compliant, cost-effective, and efficient utilization of software in partnership with Software Owners across the company.

Our company is driving a multi-year IT transformation that requires an operationally and technically focused SAM Service to support the effective utilization of third-party software underpinning technologies in support of broader IT initiatives such as moving to the cloud, data and analytics, and an agile product team centric operating model. The role is expected to advocate for and expand the utilization of SAM services and data as a foundational element within IT to deliver breakthrough results, driving innovation and automation.

This position operates as a business partner with HAM, proposing ideas and innovative solutions that enable new organizational capabilities through efficient software product management. We collaborate internationally to deliver services and solutions that enable the commercialization of medicines, vaccines, and Animal Health products.

Responsibilities

• Oversee and optimize the use of ServiceNow SAM Pro (experience with other SAM tools is a plus).
• Ensure accurate and complete data within SAM Pro, including entitlement records, software catalog, and normalization rules.
• Perform data management activities (e.g., imports/exports, bulk updates, error resolution) to keep SAM data reliable.
• Troubleshoot and resolve functional data issues (e.g., discovery mismatches, normalization conflicts), escalating technical issues to the platform team as needed.
• Build and maintain dashboards, reports, and analytics to support stakeholders across IT, Procurement, and Finance.
• Partner with the ServiceNow platform team to support enhancements, configuration updates, and deployment of new features.
• Document processes, user guides, and knowledge base articles to support SAM adoption.
• Work with stakeholders to improve data capture, system adoption, and SAM-related processes.
• Coordinate tool-related updates and report progress to functional and project managers.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Finance, Business or any Technology stream.
• 3+ years of technical experience in IT System Management (preferably in ITAM); HAM familiarity is a key advantage.
• ServiceNow familiarity.
• Technical familiarity with ITAM tools such as ServiceNow SAMPro and others (maintenance, support, implementation).
• Understanding of software asset management lifecycle processes is an advantage.
• Strong analytical skills for interpreting and validating data.
• Ability to work independently and collaborate effectively in cross-functional teams.
• Proven problem-solving skills with capability to provide technical support and resolve complex issues.
• Effective communication to present findings and insights clearly.
• Quick learner with adaptability to complex technologies; customer- and product-focused mindset.

Who we are

We are Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world\'s most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people battling challenging diseases. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

#HYDIT2025

Required Skills: Audit Management, Business Process Improvements, Data Modeling, Governance Management, Information Systems Strategy, Quality Assurance (QA), Stakeholder Relationship Management

Preferred Skills: Current Employees apply HERE; Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status: Regular

Relocation:

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Travel Requirements:

Flexible Work Arrangements: Hybrid

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Job Posting End Date: 10/16/2025

A job posting is effective until 11:59:59PM on the day before the listed job posting end date. Please ensure you apply to a job posting no later than the day before the job posting end date.

Requisition ID: R368110