Service Delivery Supervisor

Overview Leverage your expertise in Software Asset Management (SAM), enterprise mobility management, vendor management, software licensing, and process optimization to help lead Esri's Enterprise Software Asset Management and Mobility programs. This role serves as a key leader within IT Service Delivery and is responsible for overseeing software licensing, SaaS governance, AI technology governance, mobility asset management, compliance, software and mobile device lifecycle management, and Configuration Management Database (CMDB) data supporting Esri's global operations.

Working closely with the IT Asset Manager, this position provides strategic and operational leadership for software and mobility asset management, ensuring technology compliance, audit readiness, cost optimization, vendor governance, Service Now workflow modernization, and high-quality service delivery across the organization.

This position requires working onsite at our Redlands office five days a week.

Responsibilities Lead Enterprise Software Asset Management programs supporting commercial software, SaaS solutions, cloud services, and AI technologies

Lead enterprise mobility asset management operations, including mobile device procurement, deployments, lifecycle management, carrier services, inventory governance, and asset accountability for domestic and global offices

Serve as the operational deputy to the IT Asset Manager, providing leadership, oversight, and decision-making across software and mobility governance, compliance, and service delivery functions

Manage software and mobility asset management staff, including performance management, career development, resource planning, and succession planning

Establish and enforce software and mobility lifecycle management standards covering acquisition, deployment, utilization, compliance, optimization, renewals, upgrades, and retirement

Oversee software licensing compliance, entitlement management, software audits, publisher true-ups, telecommunications services, carrier contracts, and technology compliance activities

Manage software publisher, SaaS, telecommunications, and mobility vendor relationships, including renewals, subscriptions, maintenance agreements, enterprise licensing programs, and carrier services

Partner with Procurement, Legal, Information Security, Vendor Risk Management, HR, Finance, and business stakeholders to support software, mobility, and technology governance initiatives

Lead technology cost optimization initiatives through software rationalization, license reclamation, utilization reviews, carrier service optimization, subscription management, and vendor consolidation efforts

Oversee AI software request governance, technology evaluations, privacy assessments, approval workflows, and onboarding processes for emerging technologies

Lead the development and enhancement of Service Now Software Asset Management capabilities, software request workflows, mobility processes, AI governance procedures, and automation initiatives

Ensure software asset repositories, mobility asset inventories, entitlement records, and CMDB data maintain a high degree of accuracy and integrity

Direct internal and external audit activities while ensuring compliance with corporate policies, contractual obligations, financial controls, and industry standards

Develop and maintain asset management metrics, dashboards, operational reporting, and executive presentations

Lead cross-functional projects involving software licensing, SaaS governance, mobility services, automation, operational improvements, and process modernization

Evaluate emerging technologies, asset management tools, mobility solutions, and industry best practices to improve operational efficiencies and reduce risk Foster a collaborative, customer-focused culture centered on compliance, service excellence, accountability, and continuous improvement

Requirements2+ years of experience in Software Asset Management, Mobility Management, IT Asset Management, IT Service Management, Vendor Management, or related disciplines2+ years of leadership experience managing technical teams and enterprise technology programs

Demonstrated experience managing software licensing, SaaS subscriptions, mobility services, technology compliance, audits, and vendor relationships

Experience with software publisher licensing models, telecommunications services, mobile device lifecycle management, and enterprise technology governance

Experience supporting software audits, licensing reviews,…