Lead ITAM Implementer

Job Title: Lead ITAM Implementer (HAM / SAM)

Location: Abu Dhabi - Hybrid (remote with occasional travel)
Employment Type: Permanent
Compensation Guide: AED (tax free) - Dependent on Experience

About Kaptius

Kaptius is a fast-growing ServiceNow Partner, delivering enterprise-scale digital transformation programmes across the Middle East. As our footprint in the UAE continues to expand, we are strengthening our IT Asset Management (ITAM) capability to support complex customer environments and long-term platform maturity.

We are looking for a Lead ITAM Implementer with deep hands-on expertise across Hardware Asset Management (HAM) and Software Asset Management (SAM) to lead and deliver high-quality implementations for our customers.

Role Summary

The Lead ITAM Implementer is responsible for designing, implementing, and optimising ITAM solutions on the ServiceNow platform, with a strong focus on HAM and SAM. This role sits at the intersection of technical delivery, process design, and customer engagement.

You will lead ITAM implementations end to end, act as a subject matter expert for asset lifecycle and compliance, and work closely with architects, developers, and customer stakeholders to ensure ITAM solutions deliver measurable business value.

This is a senior, hands-on role suited to someone who enjoys owning outcomes, guiding others, and engaging directly with customers.

Key Responsibilities

• Lead the end-to-end implementation of ServiceNow ITAM, including HAM and SAM Pro.
• Design and configure asset lifecycle processes, including procurement, receiving, deployment, maintenance, optimisation, and disposal.
• Implement and optimise software asset management capabilities, including entitlement management, reconciliation, compliance, and optimisation.
• Configure and govern hardware asset models, lifecycle workflows, and asset normalisation.
• Work closely with Discovery, CMDB, and ITOM teams to ensure accurate asset and configuration data.
• Design and support integrations with procurement, finance, inventory, and vendor systems.
• Act as ITAM design authority on projects, ensuring best practice and reuse of standard components.
• Lead customer workshops and working sessions to define ITAM requirements, processes, and operating models.
• Provide guidance and mentoring to developers, administrators, and junior ITAM consultants.
• Support pre-sales activities, including solution design, estimation, and responding to ITAM-related requirements.
• Identify opportunities to expand ITAM adoption across customers and feed these into delivery roadmaps.

Experience Required

• Strong hands-on experience implementing ServiceNow ITAM, with deep expertise in HAM and SAM.
• Proven track record delivering enterprise ITAM implementations, ideally in consulting or partner environments.
• Practical experience with software licensing models, entitlement management, and compliance reporting.
• Experience working with Discovery, CMDB, and integrations to support accurate asset data.
• Comfortable engaging directly with customer stakeholders, including IT, procurement, finance, and asset managers.
• Experience leading delivery streams or acting as a lead consultant on ITAM-focused engagements.
• Familiarity with Agile delivery and ITIL-aligned service management practices.

Skills & Capabilities

• Deep understanding of ITAM processes and how they are implemented on the ServiceNow platform.
• Strong configuration skills across HAM and SAM Pro, including workflows, rules, and reporting.
• Solid understanding of CMDB data models, asset relationships, and discovery approaches.
• Ability to design practical, scalable solutions that balance process, data quality, and automation.
• Strong communication skills, able to explain ITAM concepts clearly to technical and non-technical stakeholders.
• Confident workshop facilitator with a structured, consultative approach.
• Collaborative mindset with a focus on quality, consistency, and customer value.

Certifications

Required / Strongly Preferred

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – ITAM / HAM / SAM

Nice to Have

• Additional ServiceNow CIS certifications (ITSM, ITOM)
• ITIL certification
• Vendor licensing certifications or ITAM-related training

Why Join Kaptius

• Join a high-growth ServiceNow Partner building a strong ITAM capability in the UAE.
• Work on complex, high-impact ITAM programmes with enterprise customers.
• Opportunity to act as a go-to ITAM specialist and influence delivery standards.
• Competitive, tax-free compensation aligned to specialist skill demand.
• Long-term career growth within a growing Middle East practice.

Job Types: Full-time, Permanent

Application Question(s):

• Can you walk me through a full end-to-end ServiceNow ITAM implementation you’ve personally led, specifically covering HAM and/or SAM Pro?
• How have you configured and governed hardware asset lifecycle processes in ServiceNow (procurement through disposal)?
• How have you ensured asset data accuracy between ITAM, CMDB, and Discovery?
• Have you acted as ITAM design authority on a project? What decisions were you responsible for?