Director, ServiceNow Program Delivery - Veterans Affairs

Kentro

17h • Remote

About The Position

Kentro is seeking an accomplished Director, ServiceNow Platform Support to provide strategic leadership and operational oversight of our ServiceNow delivery portfolio at the Department of Veterans Affairs. This senior role sits above two core delivery teams — the Hardware Asset Management / Software Asset Management (HAM/SAM) program and the Platform & Maintenance team — and is accountable for overall delivery quality, client satisfaction, financial performance, and ServiceNow program growth at the VA.
Reporting directly to the Senior Director of Operations and working in close collaboration with the VA engagement’s Project Manager(s), this leader will serve as the senior client-facing executive for ServiceNow at the VA — driving business process improvement, elevating technical maturity across delivery teams, and positioning Kentro as a long-term strategic partner to the VA. This role will also work in close partnership with Kentro’s ServiceNow practice leads and subject matter experts to ensure delivery teams are operating against leading practices and continuously improving both technically and operationally.
Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Employee must be willing and able to travel to headquarters or customer sites as needed to support the contract (estimated 10% travel).

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or a related field; Master’s degree preferred.
• 10+ years of progressive IT services delivery experience, with at least 5 years in a director-level or senior program leadership role on federal contracts.
• 5+ years of direct experience with the ServiceNow platform — including delivery oversight of ServiceNow programs in a federal government context.
• Demonstrated experience with HAM/SAM, ITSM, or related ServiceNow modules and a working knowledge of IT Asset Management and IT Service Management best practices.
• Proven ability to drive business process improvement in a federal IT environment, with experience translating client mission needs into platform solutions.
• Proven track record leading federal IT contract delivery, with direct experience engaging and briefing SES-level (Senior Executive Service) government leadership and senior federal executives on program performance, strategy, and outcomes.
• Strong knowledge of government contracting, PWS/SOW compliance, subcontract management, and the federal acquisition lifecycle; experience supporting federal clients on programs over $10M annually.
• Experience overseeing multi-team delivery structures and managing or mentoring Project Managers.
• Demonstrated experience supporting business development, proposal development, or recapture strategy on federal IT contracts, including identifying on-contract growth opportunities and contributing to pursuit activities.
• Exceptional client engagement skills with a track record of building and sustaining relationships with federal government stakeholders.
• High emotional intelligence and outstanding verbal and written communication skills; comfortable presenting to senior VA leadership.
• Ability to identify, document, and escalate program risks with sound judgment and appropriate urgency.
• Active PMP or equivalent certification.
• US Citizenship OR Green Card
• Ability to obtain and maintain Public Trust clearance

Nice To Haves

• ServiceNow Certified System Administrator (CSA) or higher (e.g., CIS — HAM, SAM, ITSM).
• Experience within VA IT programs, VA ESOM, or other large federal health or benefits agency environments.
• ITIL Foundation certification or higher.

Responsibilities

• Provide executive oversight of the VA ServiceNow program, ensuring both the HAM/SAM and Platform & Maintenance teams execute with quality, consistency, and alignment to contract objectives.
• Drive adoption of ServiceNow leading practices, ITIL processes, and delivery standards across both teams, partnering with Kentro’s practice leads and SMEs to bring the latest platform knowledge to the engagement.
• Serve as the senior escalation point for complex technical and operational challenges, making sound decisions that protect delivery outcomes and client relationships.
• Support the Senior Director of Operations in defining and executing program OKRs, ensuring accountability and measurable performance across the engagement.
• Lead business process improvement efforts in partnership with VA stakeholders — assessing current-state workflows, identifying gaps, and designing ServiceNow-enabled solutions that drive measurable operational improvement.
• Drive the overall technical growth of the ServiceNow program at the VA, ensuring delivery teams are continuously upskilling, adopting new platform capabilities, and operating at a high level of technical maturity.
• Develop and maintain a ServiceNow growth roadmap for the VA engagement, aligning platform evolution with VA mission priorities and surfacing opportunities for expanded platform value.
• Serve as the senior ServiceNow delivery executive for VA stakeholders, maintaining strong relationships with COR/CO contacts and Program Office leadership and ensuring consistent alignment on priorities and performance.
• Provide executive-level reporting on program health, risks, and improvement initiatives, and support development of a proactive customer engagement strategy that reinforces Kentro’s value to the VA.
• Identify and surface on-contract growth opportunities, assisting the program in pursuing new work, scoping modifications, and positioning Kentro for recapture.
• Lead and motivate the VA ServiceNow delivery team, setting clear direction for leads across both programs and fostering a culture of accountability, collaboration, and continuous improvement.
• Oversee workforce planning, staffing strategy, labor mix management, and succession planning — advising on the role profiles and skills needed for each team to succeed while partnering with PM(s) on execution.
• Identify and develop high-performing team members through mentorship, stretch opportunities, and targeted development programs.
• Partner with the PMO to oversee operational budgets, ensure cost control, and manage resource allocation efficiently across both delivery teams, including labor mix and subcontract budget management.
• Ensure operational compliance with all contract requirements, VA security obligations, and audit standards, and proactively identify and mitigate program risks with timely escalation as needed.
• Work with the VP of VA ESOM, Senior Director of Operations and PMO to identify, scope, and develop contract modification requests and on-contract growth opportunities.

Benefits

• We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations.
• We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.
• We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

What This Job Offers

• Job Type: Full-time
• Career Level: Director