Senior Manager, SAM Operational Analyst

Merck; Hyderabad; Hybrid; INR 15,00,000 - 20,00,000; Full time

Job summary

A leading global healthcare biopharma company in Hyderabad is seeking a Senior ITAM Operational Manager to oversee SAM data quality and manage a team. This role involves driving innovation through effective software lifecycle management and collaboration across teams. Ideal candidates have extensive experience in SAM, strong leadership skills, and a focus on optimizing processes. Join this mission-driven organization and contribute to improving global health outcomes.

Qualifications

• 5+ years hands-on SAM experience in entitlements, recognition/model maintenance, reconciliation, workflows, and reporting.
• Strong SAM/ITAM knowledge including SW vendor licensing and lifecycle processes; ITAM certification a plus.
• Proven ability to lead and mentor junior team members; build effective ITAM service centre.

Responsibilities

• Own SAM data quality in ServiceNow SAM Pro, resolve complex SKU/metric mismatches.
• Prioritize vendor backlog & data requests, manage data calls and ensure complete inputs for ELP creation.
• Publish executive-grade compliance/usage dashboards and trend analyses.

Skills

Audit Management

Business Process Improvements

Data Modeling

Governance Management

Information Systems Strategy

Quality Assurance (QA)

Stakeholder Relationship Management

Education

Bachelor’s degree in IT, Computer Science, Business, or related field

Tools

ServiceNow SAM Pro

Job description

The Opportunity

Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring 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. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world\'s greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company\'s IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview

The Senior ITAM Operational Manager will report to the SAM Operational Lead and play a crucial role in supporting both SAM senior operational team and HAM team, ensuring alignment across entitlement, reconciliation, and lifecycle processes. You will lead a small team of analysts while owning SAM data quality in ServiceNow SAM Pro, supporting a team with resolution of licensing and workflow challenges, and driving ELP readiness for key vendors. The role support tactical and operational SAM workflows, integrations, and process improvements, while delivering reporting and optimization insights.

The role will be part of a center-led SAM and HAM Service to ensure compliant, cost effective and efficient utilization of software in partnerships with Software Owners across our 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 as underpinning technologies in support of our broader overall IT initiatives of moving to the cloud, data and analytics and an agile product team centric operating mode as key elements of the IT change.

In addition, this role is expected to work as an advocate and expand the utilization of SAM services and data as a foundational element within IT to deliver breakthrough results, driving overall innovation and automation.

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

What will you do in this role

• Own SAM data quality in ServiceNow SAM Pro: design/approve entitlement pack standards, validate with Procurement/Product Owners, and sign‑off on imports; resolve complex SKU/metric mismatches
• Prioritize vendor backlog & data requests: run screening assessments for backlog vendors, manage data calls to IT/Business, and ensure complete, accurate inputs for ELP creation.
• Architect discovery & normalization: steward recognition/license models and catalog coverage, set DQ gates and remediation priorities.
• Direct reconciliation cycles: schedule runs, adjudicate deltas, tune license metrics/rules, and support consolidation and delivery of ELP‑ready positions for selected vendor portfolio.
• Support SAM workflows: approve new rules/configurations, oversee ownership/approvals/reclamation flows, manage integrations, and sponsor light automations under change control.
• Support key optimization & reclamation activities: identify shelfware/right‑sizing, monitor lifecycle events (installs/removals/renewals), and deliver quantified savings/avoidance reporting
• Reporting & analytics: publish executive‑grade compliance/usage dashboards and trend analyses; act as a “bridge” between SAM operation/HAM operation to identify and validate gaps via proposed fixes or structured defects.
• Support the requirements for SW vendor audits/true‑ups: collect evidence (PoE, deployment, usage) based on requirements, verify completeness
• Support policy & ways of working: maintain ITAM policies/SOPs/runbooks, codify process refinements
• Lead/mentor of team of junior operational and technical analysts to lift operational ITAM maturity

What should you have

• Bachelor’s degree in IT, Computer Science, Business, or related field.
• 5+ years hands-on SAM experience: entitlements, recognition/model maintenance, reconciliation, workflows, and reporting.
• Strong SAM/ITAM knowledge incl SW vendor licensing, and SW lifecycle processes; ITAM certification a plus.
• General ServiceNOW knowledge, ServiceNow SAM Pro expertise (mandatory) and other SAM tool is a key advantage; proficiency in reporting and ELP/reclamation workflows.
• Experience with data integrations and quality checks across discovery feeds.
• Proven ability to lead and mentor junior team members; build effective ITAM service centre.
• Strong collaboration and governance alignment; excellent communication and problem-solving skills.

• Analytical mindset, ability to learn and adapt quickly, and customer-focused approach
• Ability to learn complex technologies quickly.

Our technology teams operate as business partners, proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver services and solutions that help everyone be more productive and enable innovation.

Who we are

We are known as 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. Here, you have that opportunity. 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 who are battling some of the most challenging diseases of our time. 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:

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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

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Hybrid

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Job Posting End Date:

10/30/2025

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