Director, IT Asset Management (ITAM)

Overview

The Director, IT Asset Management (ITAM) is responsible for establishing the vision, strategy, governance, and operational execution framework for the enterprise IT Asset Management program. This role provides strategic leadership and oversight across Software Asset Management (SAM), Hardware Asset Management (HAM), and Application Portfolio Management (APM), ensuring technology assets are effectively governed throughout their lifecycle to maximize business value, manage risk, optimize cost, and support regulatory compliance.

The role serves as a key partner to Infrastructure Engineering, Enterprise Architecture, Cybersecurity, Finance, Procurement, Cloud Platform Engineering, ServiceNow Platform, Application Development, and Technology Operations teams to ensure asset data, lifecycle processes, and technology investments align with enterprise objectives.

In this role, you will be responsible for defining and executing a multi-year IT Asset Management strategy that supports transformation, cloud adoption, technology modernization, operational resilience, and financial optimization initiatives. You will work closely with our Configuration Management (CMDB), ITAM Governance, Enterprise Architecture, ServiceNow Platform, Procurement, and Technology Leadership teams to ensure asset management capabilities deliver measurable business outcomes and provide a trusted foundation for decision-making across the enterprise.

Responsibilities & Qualifications

Core Responsibilities

Strategy, Governance and Program Leadership 

• Define and execute the enterprise IT Asset Management strategy and roadmap, establishing long-term vision, objectives, maturity targets, and success metrics across Software Asset Management, Hardware Asset Management, and Application Portfolio Management. 
• Develop and maintain the ITAM governance framework, operating model, standards, and procedures. 
• Lead enterprise ITAM maturity initiatives aligned with organizational objectives, regulatory requirements and guidelines, and industry best practices. 
• Establish accountability models for asset ownership, technology stewardship, software licensing compliance, and lifecycle governance. 
• Provide enterprise leadership across the Software Asset Management, Hardware Asset Management, and Application Portfolio Management teams through the respective managers, ensuring consistent governance, operational excellence, and strategic alignment. 
• Chair IT Asset Management Leadership forums and participate in enterprise technology governance committees and forums. 
• Define and monitor KRIs, operational metrics, risk indicators, and executive dashboards that measure asset utilization, compliance, lifecycle performance, cost optimization, and portfolio health. 
• Ensure compliance against internal requirements, regulatory requirements and guidelines, contractual obligations, software licensing agreements, and audit expectations. 

Software Asset Management Leadership and Strategic Oversight 

• Provide strategic oversight and executive sponsorship for the Software Asset Management program, ensuring lifecycle processes, policies, and operational outcomes are effectively managed by the SAM leadership team. 
• Provide leadership oversight, enabling the SAM team to optimize licensing, vendor compliance, software consumption, and technology investment management activities. 
• Ensure appropriate governance, reporting, and accountability exist for software lifecycle management, entitlement management, and compliance activities. 
• Partner with Procurement, Third Party Risk Management, Finance, and Technology leaders to optimize software investments and contractual commitments. 
• Support Software Asset Management audit readiness and executive-level remediation planning when compliance risks are identified. 
• Establish strategic objectives and success measures for software optimization, cost management, and vendor governance initiatives. 
• Ensure alignment of software asset strategies with broader enterprise technology strategic roadmap. 

Hardware Asset Management Leadership and Strategic Oversight

• Provide strategic oversight and executive sponsorship for the Hardware Asset Management program, ensuring lifecycle processes, policies, and operational outcomes are effectively managed by the HAM leadership team. 
• Maintain governance processes for technology asset acquisition, deployment, maintenance, refresh planning, redeployment, and retirement. 
• Ensure asset lifecycle strategies support operational resiliency, cybersecurity requirements, financial management objectives, and technology modernization efforts. 
• Partner with Infrastructure, End User Computing, Network, Data Center, and Cloud teams to improve technology asset visibility and lifecycle governance. 
• Drive enterprise-wide accountability for hardware asset stewardship and lifecycle compliance. 
• Support strategic planning and investment decisions through effective technology lifecycle forecasting and reporting. 

Application Portfolio Management Leadership and Strategic Oversight 

• Provide strategic direction and governance oversight for the Application Portfolio Management function, partnering with APM leadership to mature portfolio governance, lifecycle management, rationalization, and modernization capabilities. 
• Partner closely with Enterprise Architecture, Application Development, Business Technology leaders, and Product teams to ensure application portfolios align with business strategy and enterprise architecture principles. 
• Maintain governance processes that provide visibility into application ownership, technical debt, technology risk, and lifecycle status. 
• Develop executive reporting and portfolio health metrics to support investment decisions and strategic technology planning. 
• Ensure application portfolio data supports enterprise architecture planning, business capability mapping, and technology transformation initiatives. 

Stakeholder Engagement and Enterprise Partnership 

• Build strong partnerships with Enterprise Architecture, Infrastructure, Cloud Platform Engineering, Cybersecurity, Procurement, Finance, Risk Management, Compliance, Application Development, Technology Operations, ServiceNow Platform, CMDB, and ITAM Governance teams. 
• Partner closely with Configuration Management leadership to ensure alignment between asset lifecycle data and Configuration Item (CI) lifecycle data. 
• Collaborate with ITAM Governance leaders to establish consistent enterprise policies, controls, data standards, accountability models, and compliance expectations. 
• Serve as a trusted advisor to senior leadership on technology investment decisions, optimization opportunities, lifecycle risks, governance initiatives, and operational priorities. 
• Partner with business and technology stakeholders to understand evolving requirements and ensure ITAM capabilities support organizational objectives and business outcomes. 

Data Management, Automation, and Operational Excellence

• Maintain standards for asset data quality, lifecycle management, governance, reporting, and platform integration across enterprise systems. 
• Ensure tight alignment and integration between ITAM, CMDB, Procurement, Finance, Discovery, ServiceNow, and related operational processes. 
• Drive automation and process modernization initiatives that improve asset visibility, data quality, operational efficiency, and stakeholder experience. 
• Ensure technology asset data serves as a trusted enterprise source supporting operational, financial, architectural, cybersecurity, compliance, and risk management use cases. 
• Develop executive reporting capabilities that provide actionable insights into technology spend, utilization, lifecycle risk, compliance, and portfolio optimization opportunities. 
• Champion data quality and governance initiatives that improve transparency, decision-making, and organizational accountability.  People Leadership and Organizational Development
• Lead and develop a management team responsible for Software Asset Management, Hardware Asset Management, and Application Portfolio Management, ensuring alignment to enterprise objectives, governance requirements, and operational priorities. 
• Provide leadership, coaching, succession planning, mentoring, and professional development for ITAM leadership team members while empowering managers to lead their respective functions. 
• Establish organizational goals, workforce strategies, performance objectives, and cross-functional priorities across SAM, HAM, and APM teams. 
• Foster a culture of accountability, collaboration, customer service excellence, innovation, and continuous improvement. 

Qualifications & Requirements 

Experience & Education

• Bachelor's Degree and 8 years of experience in Information Technology including application development, support roles, and management. OR High School Diploma or GED and 12 years of experience in Information Technology including application development, support roles, and management.
• 10+ years of progressive experience in Information Technology, IT Asset Management, Software Asset Management, Hardware Asset Management, Application Portfolio Management, or related disciplines. 
• 7+ years of leadership experience managing managers, technical teams, and enterprise technology programs. 
• Demonstrated experience building, scaling, and maturing enterprise IT Asset Management capabilities. 
• Experience leading enterprise governance, compliance, audit, financial management, and lifecycle management initiatives. 
• Strong understanding of software licensing, hardware lifecycle management, application portfolio governance, cloud technologies, and technology financial management. 
• Experience supporting regulatory examinations and internal audits in regulated environments. 
• Proven track record driving technology optimization with measurable business outcomes. 

Technical & Process Knowledge

• Deep understanding of Software Asset Management, Hardware Asset Management, and Application Portfolio Management frameworks, operating models, and best practices. 
• Strong knowledge of IT Asset Management processes and integrations with Configuration Management, Change Management, Incident Management, Vendor Management, Procurement, and Financial Management. 
• Experience with ServiceNow ITAM, CMDB, SAM Pro, HAM Pro, APM, Discovery, and related platform capabilities. 
• Knowledge of software licensing models across major software vendors, SaaS providers, and cloud platforms. 
• Experience developing governance models, lifecycle standards, operational controls, and enterprise reporting frameworks. 
• Advanced ITIL certifications preferred. 

Soft Skills

• Exceptional leadership and stakeholder management capabilities with the ability to influence across highly matrixed organizations. 
• Strong executive presence with the ability to communicate complex technology, asset management, financial, and governance concepts to senior leadership. 
• Excellent analytical, strategic planning, organizational, and decision-making skills. 
• Proven ability to balance governance, risk management, cost optimization, and business agility. 
• Strong relationship-building and organizational leadership capabilities 

Preferred Qualifications

• ServiceNow Certified Implementation Specialist (SAM Pro, HAM Pro, APM, or related certifications). 
• Experience leading enterprise Application Portfolio Management, rationalization, or technology modernization programs. 
• Experience managing large-scale software vendor audits and optimization initiatives. 
• Familiarity with financial services, banking, or other highly regulated industries. 
• Experience leading multi-disciplinary organizations through subordinate managers. 

#LI-BF

Additional Information

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at .

Core Responsibilities

Strategy, Governance and Program Leadership 

• Define and execute the enterprise IT Asset Management strategy and roadmap, establishing long-term vision, objectives, maturity targets, and success metrics across Software Asset Management, Hardware Asset Management, and Application Portfolio Management. 
• Develop and maintain the ITAM governance framework, operating model, standards, and procedures. 
• Lead enterprise ITAM maturity initiatives aligned with organizational objectives, regulatory requirements and guidelines, and industry best practices. 
• Establish accountability models for asset ownership, technology stewardship, software licensing compliance, and lifecycle governance. 
• Provide enterprise leadership across the Software Asset Management, Hardware Asset Management, and Application Portfolio Management teams through the respective managers, ensuring consistent governance, operational excellence, and strategic alignment. 
• Chair IT Asset Management Leadership forums and participate in enterprise technology governance committees and forums. 
• Define and monitor KRIs, operational metrics, risk indicators, and executive dashboards that measure asset utilization, compliance, lifecycle performance, cost optimization, and portfolio health. 
• Ensure compliance against internal requirements, regulatory requirements and guidelines, contractual obligations, software licensing agreements, and audit expectations. 

Software Asset Management Leadership and Strategic Oversight 

• Provide strategic oversight and executive sponsorship for the Software Asset Management program, ensuring lifecycle processes, policies, and operational outcomes are effectively managed by the SAM leadership team. 
• Provide leadership oversight, enabling the SAM team to optimize licensing, vendor compliance, software consumption, and technology investment management activities. 
• Ensure appropriate governance, reporting, and accountability exist for software lifecycle management, entitlement management, and compliance activities. 
• Partner with Procurement, Third Party Risk Management, Finance, and Technology leaders to optimize software investments and contractual commitments. 
• Support Software Asset Management audit readiness and executive-level remediation planning when compliance risks are identified. 
• Establish strategic objectives and success measures for software optimization, cost management, and vendor governance initiatives. 
• Ensure alignment of software asset strategies with broader enterprise technology strategic roadmap. 

Hardware Asset Management Leadership and Strategic Oversight

• Provide strategic oversight and executive sponsorship for the Hardware Asset Management program, ensuring lifecycle processes, policies, and operational outcomes are effectively managed by the HAM leadership team. 
• Maintain governance processes for technology asset acquisition, deployment, maintenance, refresh planning, redeployment, and retirement. 
• Ensure asset lifecycle strategies support operational resiliency, cybersecurity requirements, financial management objectives, and technology modernization efforts. 
• Partner with Infrastructure, End User Computing, Network, Data Center, and Cloud teams to improve technology asset visibility and lifecycle governance. 
• Drive enterprise-wide accountability for hardware asset stewardship and lifecycle compliance. 
• Support strategic planning and investment decisions through effective technology lifecycle forecasting and reporting. 

Application Portfolio Management Leadership and Strategic Oversight 

• Provide strategic direction and governance oversight for the Application Portfolio Management function, partnering with APM leadership to mature portfolio governance, lifecycle management, rationalization, and modernization capabilities. 
• Partner closely with Enterprise Architecture, Application Development, Business Technology leaders, and Product teams to ensure application portfolios align with business strategy and enterprise architecture principles. 
• Maintain governance processes that provide visibility into application ownership, technical debt, technology risk, and lifecycle status. 
• Develop executive reporting and portfolio health metrics to support investment decisions and strategic technology planning. 
• Ensure application portfolio data supports enterprise architecture planning, business capability mapping, and technology transformation initiatives. 

Stakeholder Engagement and Enterprise Partnership 

• Build strong partnerships with Enterprise Architecture, Infrastructure, Cloud Platform Engineering, Cybersecurity, Procurement, Finance, Risk Management, Compliance, Application Development, Technology Operations, ServiceNow Platform, CMDB, and ITAM Governance teams. 
• Partner closely with Configuration Management leadership to ensure alignment between asset lifecycle data and Configuration Item (CI) lifecycle data. 
• Collaborate with ITAM Governance leaders to establish consistent enterprise policies, controls, data standards, accountability models, and compliance expectations. 
• Serve as a trusted advisor to senior leadership on technology investment decisions, optimization opportunities, lifecycle risks, governance initiatives, and operational priorities. 
• Partner with business and technology stakeholders to understand evolving requirements and ensure ITAM capabilities support organizational objectives and business outcomes. 

Data Management, Automation, and Operational Excellence

• Maintain standards for asset data quality, lifecycle management, governance, reporting, and platform integration across enterprise systems. 
• Ensure tight alignment and integration between ITAM, CMDB, Procurement, Finance, Discovery, ServiceNow, and related operational processes. 
• Drive automation and process modernization initiatives that improve asset visibility, data quality, operational efficiency, and stakeholder experience. 
• Ensure technology asset data serves as a trusted enterprise source supporting operational, financial, architectural, cybersecurity, compliance, and risk management use cases. 
• Develop executive reporting capabilities that provide actionable insights into technology spend, utilization, lifecycle risk, compliance, and portfolio optimization opportunities. 
• Champion data quality and governance initiatives that improve transparency, decision-making, and organizational accountability.  People Leadership and Organizational Development
• Lead and develop a management team responsible for Software Asset Management, Hardware Asset Management, and Application Portfolio Management, ensuring alignment to enterprise objectives, governance requirements, and operational priorities. 
• Provide leadership, coaching, succession planning, mentoring, and professional development for ITAM leadership team members while empowering managers to lead their respective functions. 
• Establish organizational goals, workforce strategies, performance objectives, and cross-functional priorities across SAM, HAM, and APM teams. 
• Foster a culture of accountability, collaboration, customer service excellence, innovation, and continuous improvement. 

Qualifications & Requirements 

Experience & Education

• Bachelor's Degree and 8 years of experience in Information Technology including application development, support roles, and management. OR High School Diploma or GED and 12 years of experience in Information Technology including application development, support roles, and management.
• 10+ years of progressive experience in Information Technology, IT Asset Management, Software Asset Management, Hardware Asset Management, Application Portfolio Management, or related disciplines. 
• 7+ years of leadership experience managing managers, technical teams, and enterprise technology programs. 
• Demonstrated experience building, scaling, and maturing enterprise IT Asset Management capabilities. 
• Experience leading enterprise governance, compliance, audit, financial management, and lifecycle management initiatives. 
• Strong understanding of software licensing, hardware lifecycle management, application portfolio governance, cloud technologies, and technology financial management. 
• Experience supporting regulatory examinations and internal audits in regulated environments. 
• Proven track record driving technology optimization with measurable business outcomes. 

Technical & Process Knowledge

• Deep understanding of Software Asset Management, Hardware Asset Management, and Application Portfolio Management frameworks, operating models, and best practices. 
• Strong knowledge of IT Asset Management processes and integrations with Configuration Management, Change Management, Incident Management, Vendor Management, Procurement, and Financial Management. 
• Experience with ServiceNow ITAM, CMDB, SAM Pro, HAM Pro, APM, Discovery, and related platform capabilities. 
• Knowledge of software licensing models across major software vendors, SaaS providers, and cloud platforms. 
• Experience developing governance models, lifecycle standards, operational controls, and enterprise reporting frameworks. 
• Advanced ITIL certifications preferred. 

Soft Skills

• Exceptional leadership and stakeholder management capabilities with the ability to influence across highly matrixed organizations. 
• Strong executive presence with the ability to communicate complex technology, asset management, financial, and governance concepts to senior leadership. 
• Excellent analytical, strategic planning, organizational, and decision-making skills. 
• Proven ability to balance governance, risk management, cost optimization, and business agility. 
• Strong relationship-building and organizational leadership capabilities 

Preferred Qualifications

• ServiceNow Certified Implementation Specialist (SAM Pro, HAM Pro, APM, or related certifications). 
• Experience leading enterprise Application Portfolio Management, rationalization, or technology modernization programs. 
• Experience managing large-scale software vendor audits and optimization initiatives. 
• Familiarity with financial services, banking, or other highly regulated industries. 
• Experience leading multi-disciplinary organizations through subordinate managers. 

#LI-BF

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at .