Director, ServiceNow Program Delivery (Veterans Affairs)

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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).

Responsibilities:

Program & Delivery Leadership

• 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.

Business Process & Technical Improvement

• 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.

Client Engagement & Customer Relationship Management

• 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.

Team Strategy & Development

• 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.

Financial & Contract Oversight

• Partner with the PMO to oversee operational budgets, ensure cost cont