Remote Deputy Service Reliability and Operations Manager (VA ESOM)

Kentro • UNAVAILABLE, UNAVAILABLE

20d • Remote

About The Position

Kentro is hiring a Deputy Service Reliability and Operations Manager to support the VA ESOM contract. The role combines enterprise-level operational leadership as Deputy to the Service Reliability & Operations Manager with direct responsibility for the Major Incident Management (MIM) workstream. The Deputy supports coordination, performance, and continuous improvement across enterprise monitoring and service reliability operations, including monitoring, instrumentation, event management, incident response, and related functions. The position works with functional leaders to align priorities, manage operational risks and cross-team dependencies, and ensure consistent execution in a large, distributed 24x7 operating environment.

As MIM Project Manager, the position leads the Major Incident Management team and is accountable for staffing, schedules, deliverables, performance, risk management, stakeholder coordination, and continuous improvement. The role is remote within the United States and supports Eastern Time working hours. The anticipated annual base salary range is $120,000–$170,000.

Requirements

• Bachelor’s degree in computer science, information systems, engineering, business, or another related discipline; additional relevant experience may be substituted where permitted by contract requirements.
• 10 or more years of relevant experience in enterprise IT operations, service reliability, incident management, infrastructure operations, or related disciplines.
• 5 or more years of management or project leadership experience, including responsibility for multidisciplinary or geographically distributed teams.
• Experience managing staffing, schedules, deliverables, risks, performance measures, and stakeholder relationships.
• Strong knowledge of ITIL-based service management practices, particularly Incident and Major Incident Management.
• Experience working across technical and operational teams to resolve complex service issues and improve service delivery.
• Strong analytical, organizational, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills, including the ability to communicate with technical teams, senior leadership, and customer stakeholders.
• Ability to manage competing priorities and operate effectively during high-impact, time-sensitive events.
• Must be a US Citizen or Lawful Permanent Resident (Green Card).
• Must be willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements or be willing and able to update current forms of ID in a timely manner to complete the suitability process.

Nice To Haves

• Experience supporting the Department of Veterans Affairs or another large federal IT environment.
• Experience with ServiceNow Incident Management, Major Incident Management, ITOM, or related service management capabilities.
• PMP, Scrum, or another relevant project or program management certification.
• Experience with enterprise application performance monitoring, observability, event management, or AIOps.
• Experience leading organizational improvement or transformation initiatives in a large-scale operations environment.

Responsibilities

• Serve as Deputy to the Service Reliability & Operations Manager and provide leadership continuity across enterprise monitoring and service reliability operations.
• Support execution of organizational priorities across application monitoring, sustainment, event management, major incident management, and related operational workstreams.
• Coordinate with functional managers to align priorities, staffing, performance expectations, deliverables, and operational dependencies.
• Identify operational risks, performance gaps, resource constraints, and cross-team dependencies, and coordinate corrective actions with appropriate leaders.
• Develop and maintain management reporting, performance measures, operational reviews, and improvement plans.
• Exercise delegated management authority and support decision-making as required.
• Lead the Major Incident Management workstream and manage staffing, schedules, priorities, deliverables, risks, and stakeholder coordination.
• Track MIM performance against metrics and service-level requirements, including MTTR, response times, incident volume, resolution efficiency, and quality measures.
• Ensure MIM deliverables, reports, documentation, and operational records are accurate, complete, and delivered on schedule.
• Identify recurring issues, process gaps, and operational trends, and coordinate corrective actions with technical and management teams.
• Maintain effective working relationships with VA stakeholders, program leadership, and cross-functional ESOM teams.
• Establish and monitor KPIs, dashboards, trends, risks, and corrective actions across assigned operational areas.
• Use operational data to identify opportunities to improve service reliability, incident response, alert effectiveness, and organizational performance.
• Coordinate cross-functional improvement initiatives and track actions, owners, dependencies, and milestones through completion.
• Support adoption and consistent execution of ITIL-aligned Incident, Problem, Change, and continuous improvement practices.
• Promote standardization, automation, and process maturity across enterprise monitoring and incident management functions.
• Establish clear performance expectations and reinforce accountability, collaboration, and operational discipline.
• Provide concise status reports and leadership briefings on performance, risks, staffing, incidents, and improvement initiatives.
• Build working relationships with VA customers, Kentro leadership, peer managers, technical teams, and other ESOM stakeholders.
• Escalate significant operational, staffing, delivery, and customer risks to program leadership as appropriate.

Benefits

• Paid time off
• Healthcare benefits
• Supplemental benefits
• 401(k) with employer match
• Discount perks
• Rewards
• Education reimbursement for certifications, degrees, or professional development
• Flexible opportunities to take courses, complete certifications, and pursue professional growth and networking
• Company-funded virtual and in-person activities, including happy hours, holiday events, fitness and wellness events, and annual celebrations

What This Job Offers

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