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, ServiceNow 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 ServiceNow 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

Requirements

• 2+ years of experience in Software Asset Management, Mobility Management, IT Asset Management, IT Service Management, Vendor Management, or related disciplines
• 2+ 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, inventory validation, and compliance initiatives
• Experience with ServiceNow Software Asset Management, CMDB, ITSM, or related platforms
• Strong understanding of software, mobility, and asset lifecycle management best practices
• Experience managing technology renewals, budgeting, forecasting, and cost optimization initiatives
• Knowledge of Mobile Device Management (MDM), mobile asset tracking, mobility compliance, and telecommunications services
• Exceptional communication, customer service, stakeholder management, and leadership skills
• Incorporate appropriate security and data privacy safeguards into work activities, communications and deliverables to protect sensitive, confidential and regulated information
• Visa sponsorship is not available for this posting. Applicants must be authorized to work for any employer in the US
• Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field

Recommended Qualifications

• Direct experience with ServiceNow Software Asset Management (SAM Pro)
• Experience managing SaaS governance, cloud subscription portfolios, and enterprise mobility programs
• Experience supporting AI governance programs and emerging technology reviews
• Strong understanding of software publisher audits, carrier agreements, and contract negotiations
• IAITAM Certified Software Asset Manager (CSAM), CAMP, or equivalent certification
• Experience with SAP, telecommunications management, and enterprise procurement processes
• Master's degree in Information Systems, Business Administration, or related field

Total Rewards

Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the base salary range is

$72,800—$145,600 USD

The Company

At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email [email protected] and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

Esri Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.