IT Operations Manager - Software Asset Management; SAM

U.S. Bank is seeking an IT Operations Manager to lead and support our Enterprise Software Asset Management (SAM) program. The IT Operations Manager leads a specialized team responsible for driving operational excellence across software lifecycle management, including compliance, optimization, audit readiness, and reporting while minimizing operational risk, maintaining service stability, and ensuring alignment with enterprise procedures and regulatory expectations.

As the IT Operations Manager you will lead operational process execution leveraging technology-driven automation, quality control, and continuous improvement of SAM-related processes, workflows, and delivery. Success requires vision, technical execution, discipline, and organizational change leadership to influence behaviors, increase adoption of standardized software services, and embed compliance into “how software is acquired, deployed, and managed.”

As a visible technology leader at U.S. Bank, your leadership will shape how thousands of employees consume and manage software within a top‑5 financial services organization reinforcing resilience, trust, financial stewardship, and responsible technology management with our cross‑organizational partners.

• Deliver the Enterprise SAM operational outcomes aligned with COBIT, FFIEC, and internal risk standards.
• Execute modern, end‑to‑end SAM operational workflows across the Service Now ecosystem (request, procurement, entitlement, deployment, compliance, reclamation), prioritized by enterprise value and risk prioritization.
• Maintain and improve software compliance and optimization across SaaS, COTS, and on Prem licensing models.
• Deliver continuous audit readiness through automated license reconciliation, evidence generation, and compliance validation.
• Measure and report KPIs and KRIs for operational performance, software compliance, financial exposure, and software optimization outcomes.
• Act as a primary partner to internal stakeholders and clients, ensuring SAM operational outcomes align to their goals, decisions, and success metrics while maintaining sustainable control effectiveness.
• Lead overall reporting support, including intake processes, intake prioritization, and data‑driven guidance and insights.
• Develop and execute risk remediation action plans informed by operational process insights and performance metrics.
• Lead organizational change management and adoption strategies to drive consistent execution of standardized SAM operational workflows.
• Lead and inspire a high‑performing team accountable for execution, adoption, and ongoing operational process maturity—championing career development, performance excellence, and a culture of engagement, resilience, and accountability.

• Bachelor's degree or equivalent work experience.
• ITIL Service Management Foundation certification.
• 7+ years’ experience with the processes, tools and guidelines for overseeing and optimizing the costs and revenues for IT services.
• 7+ years’ experience with management approaches, tools, and techniques for managing IT assets.
• 7+ years’ experience within a total Information Technology (IT) environment.

• 7+ years of experience leading complex operational, technology, financial, or risk initiatives within highly regulated environments (e.g., financial services, healthcare).
• 5+ years of direct Software Asset Management experience, including licensing compliance, optimization, and vendor management.
• 3+ years of hands‑on experience implementing and operating SAM operational workflows within the Service Now ITx platform (ITAM, SAMPro, ITSM, ITOM, and related integrations).
• Experience translating policies and standards into operational processes with embedded controls.
• Proven ability to use data and automation to drive operational improvements across the asset lifecycle.
• Experienced people leader with the ability to develop talent, set clear expectations, and scale execution through empowered teams.
• Strong capability to build trusted partnerships across IT, procurement, finance, risk, legal, audit, and security organizations.
• Comfortable operating in ambiguous, fast‑paced…