Service Delivery Manager – Software Asset Management (SAM)

The Opportunity:

CACI is seeking a dynamic and experienced Service Delivery Manager – Software Asset Management (SAM) to lead and manage the delivery of our software asset management solution supporting the Department of the Air Force (DAF) Enterprise IT as a Service (EITaaS) program. This role combines the responsibilities of ensuring the smooth and reliable operation of the software service while also guiding the development team using Scrum principles to deliver new features and improvements. The ideal candidate will possess a strong understanding of software development lifecycles, IT service management (ITSM) best practices, and Agile methodologies. They will be a proactive problem-solver with excellent communication and leadership skills, capable of fostering a collaborative and high-performing team environment.

Responsibilities:

• Oversee end-to-end service delivery for Software Asset Management initiatives, ensuring alignment with ITIL processes.
• Partner with internal stakeholders (IT, Procurement, Finance, Compliance) to ensure effective software license tracking, optimization, and compliance.
• Drive the implementation of SAM tools and processes, including integration with platforms like ServiceNow.
  • Manage and lead a diverse, geographically dispersed team.
  • Manage project timelines, budgets and resources
  • Actively provide status updates, escalate issues and risks as required.
• Ensure service levels (SLAs) and KPI’s are met or exceeded and proactively identify and address potential service disruptions.
• Monitor and report on license usage, audits, renewals, and compliance posture.
• Manage incident, problem, and change management processes related to the software service.
• Serve as the primary point of contact for DAF stakeholders regarding service-related issues and escalations.
• Develop and maintain service documentation, including runbooks, knowledge base articles, and standard operating procedures (SOPs).
• Monitor service performance and identify opportunities for improvement.
• Collaborate with infrastructure, security, and development teams to ensure a stable and secure service environment.
• Act as Scrum Master for one or more Agile teams supporting the SAM initiative.
• Facilitate Agile ceremonies including stand-ups, sprint planning, retrospectives, and reviews to ensure they are effective and time-boxed.
• Coach team members on Agile practices, fostering a culture of continuous improvement.
• Work with the Product Owner to refine the product backlog and prioritize features.
• Identify and remove impediments to team progress and help resolve conflicts.
• Track and report on team velocity and sprint progress.
• Facilitate communication and collaboration between the development team, Product Owner, and stakeholders.
• Track team metrics and ensure transparent communication with stakeholders.
• Ensure the team adheres to established coding standards and best practices.

Qualifications:

Required:

• 15+ Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience).
  • 5+ years of experience in IT service delivery or IT operations.
• Strong knowledge of Software Asset Management principles and lifecycle processes.
• Experience working with ServiceNow, Flexera, Snow, or other SAM tools.
• Excellent stakeholder management, communication, and organizational skills.
• Experience in vendor and contract management.
• Ability to obtain/maintain secret clearance

Desired:

• Scrum Master certification (CSM, PSM I or higher).
• ITIL v3/v4 Foundation certification.
• Experience with government contracting
• Familiarity with software licensing models for major vendors (Microsoft, Adobe, Oracle, etc.).
• Experience implementing or enhancing SAM programs from the ground up.

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn morehere.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.