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.
- Solid 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.

📌 ITAM/Servicenow(Manager)SAM pro (Bengaluru)
🏢 PwC
📍 Bengaluru