Position Summary USI VMO & SAM Operations Leader Overview Deloitte Technology US (DT-US), an internal enterprise technology organization within Deloitte, is seeking a USI VMO & SAM Operations Leader to manage a Deloitte US-India (USI) team responsible for the day-to-day processing of vendor renewal and software licensing requests submitted through ServiceNow. This role is accountable for running and building a high-performing VMO and SAM operations team. The USI VMO & SAM Operations Leader reports into the US-based Vendor Management Leader and is responsible for ensuring that vendor renewal and software license tickets are triaged, processed, and closed accurately, on time, and in compliance with established DT-US VMO and SAM policies. The leader will build and manage a disciplined USI operations team, own some of the renewal activities for our DT-US vendors, support demand gathering exercises, SLA performance across both the vendor renewal (VMO) and software licensing (SAM) workstreams, and serve as the primary point of escalation and coordination between the USI team and U.
S.-based leadership. Work You'll Do ● Manage the day-to-day operations of the USI VMO & SAM team responsible for processing ServiceNow tickets related to vendor renewals and software license requests. ● Own SNOW ticket health across both VMO (vendor renewal, onboarding, and contract-action tickets) and SAM (license requests, entitlement changes, reclamation, and true-up tickets) workstreams, including assignment, prioritization, and backlog management. ● Monitor and enforce SLA attainment for ticket intake, processing, and closure; proactively escalate at-risk tickets, aging backlogs, and recurring bottlenecks. ● Ensure tickets are processed accurately and in compliance with established VMO and SAM policies, procedures, and data standards. ● Serve as the point of escalation for complex, sensitive, or exception-based vendor renewal or software licensing tickets that require judgment beyond standard operating procedures. ● Support vendor performance management activities, including tracking SLA/KPI compliance and contributing to scorecards and performance reporting for the VMO. ● Support financial management activities for the VMO and SAM functions, including budgeting, forecasting, and cost/spend tracking support. ● Oversee and provide guidance to the team's SAM activities, ensuring consistent, high-quality application of software asset management practices across license requests, entitlements, and reconciliation. ● Help build and continuously improve the team's operating model by applying vendor lifecycle management best practices to drive efficient, optimal execution. ● Ensure that all vendor contracts are fully and accurately captured, updated, and maintained within ServiceNow Contract Management Pro as the system of record for contract data. ● Build, lead,



and develop a team of USI-based analysts/coordinators handling vendor renewal and software license ticket processing. ● Manage staffing, scheduling, workload balancing, performance management, and career development for the USI operations team. ● Train and mentor team members on ServiceNow workflows, VMO and SAM procedures, and quality standards. ● Foster a culture of accountability, accuracy, and continuous improvement within the team. ● Execute and oversee vendor renewal workflows within ServiceNow Contract Management Pro, including intake, data entry, approval routing, and status tracking. ● Execute and oversee software license and entitlement ticket workflows, including license assignment, deployment tracking, reconciliation support, and reclamation processing. ● Maintain accurate, audit-ready documentation and ticket records to support compliance and reporting requirements. ● Identify opportunities to improve ticket-handling efficiency, quality, and automation, and partner with the U.
S.-based VMO and SAM team to implement process changes. ● Produce regular reporting on ticket volume, SLA attainment, cycle time, backlog status, and quality metrics for the U.
S.-based Vendor Management Leader and DT-US stakeholders. ● Partner with the U.
S.-based VMO and SAM strategy teams to implement new policies, process changes, and platform or tooling updates within the USI operations team. ● Coordinate with Procurement, Finance, and other DT-US functions as needed to resolve ticket-level issues. ● Support audit, compliance, and governance activities by ensuring USI-processed tickets meet documentation and control requirements. Qualifications Required ● Overall 17+ years experience with 10+ years of experience in IT vendor management operations, software asset management operations, or IT service management. ● 7+ years of experience leading or supervising a team in a ticket-based, service-desk, or operations environment. ● Familiarity with ServiceNow Contract Management Pro (CMPro) and Software Asset Management (SAM) modules, with hands-on, recent experience processing and managing tickets within these modules. ● Experience managing SLAs, ticket queues, and quality/accuracy standards in a high-volume operational environment. ● Working knowledge of vendor renewal processes and/or software license administration (entitlements, reconciliation, deployment tracking). ● Bachelor's degree or equivalent experience. ● Ability to work hours that overlap with U.
S. business hours as needed to support coordination with onshore stakeholders. Work Timings:



2 PM to 11 PM (IST) Work

Location:
Hyderabad Preferred ● Experience operating within a USI or other global shared-services delivery model. ● Hands-on ServiceNow administration experience or certification, particularly within Contract Management Pro or the SAM modules. ● Experience with software license compliance, effective license position, or audit-support processes. ● Experience coordinating with onshore (U.
S.) leadership and stakeholders in a distributed delivery model. ● Strong written and verbal communication skills for cross-time-zone coordination. Our purpose Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work. Professional development At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize skilled growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India. Benefits to help you thrive At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones,

we offer
a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Requisition code: 375089 VMO & SAM Operations Lead
- Firm Enterprise Solutions Senior Manager, Financial Planning and Analysis Hyderabad, Telangana, India

📌 VMO & SAM Operations Lead - Firm Enterprise Solutions Senior Manager, Financial Planning and Analysis (Hyderabad)
🏢 Deloitte
📍 Hyderabad