Service Quality Management Lead (VA ESOM)

Kentro • Remote,

1d • Remote

About The Position

Kentro is seeking a Service Quality Management (SQM) Lead to support the Department of Veterans Affairs ESOM program. This role is responsible for establishing and maintaining service quality frameworks, driving SLA/SLO compliance, and leading continuous improvement efforts across a large-scale ServiceNow environment. The SQM Lead works directly with VA stakeholders and cross-functional delivery teams to ensure service performance meets contractual and operational standards.

Requirements

• 10+ years of experience in IT service management, quality management, or a related discipline within a federal IT environment
• Bachelor's degree in Engineering, Computer Science, Systems, Business or related scientific or technical discipline. An additional 8 years of experience may be substituted for the degree requirement for a total of 18+ years of relevant experience.
• Hands-on experience with ServiceNow ITSM modules, including Incident, Change, Problem, and Request
• Demonstrated experience developing and managing SLAs, SLOs, and service quality reporting
• Strong analytical skills with the ability to translate data into actionable insights for both technical and executive audiences
• Experience facilitating governance meetings, service reviews, and stakeholder briefings
• ITIL v4 Foundation certification (required) or higher
• Excellent written and verbal communication skills with experience preparing executive-level briefings and quality reports
• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
• If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Nice To Haves

• ITIL v4 Managing Professional or Strategic Leader designation
• Experience supporting VA or other large federal agency ITSM programs
• Familiarity with VA ESOM program structure, CSDM, or ServiceNow CSM/HRSD modules
• ServiceNow Certified System Administrator (CSA) or relevant platform certification
• Experience working within a transition or program stand-up environment
• Background in quality assurance, audit readiness, or compliance monitoring within a federal contract context

Responsibilities

• Define, implement, and maintain SLA and SLO structures aligned with VA ESOM contract requirements
• Establish quality benchmarks and performance thresholds across ITSM processes including Incident, Change, Problem, and Request Management
• Develop and own the SQM governance model, ensuring consistent application across all service towers
• Maintain service quality documentation including process guides, standards, and exception logs
• Build and maintain service quality dashboards and executive-level reporting in ServiceNow
• Conduct regular SLA compliance reviews and communicate findings to VA leadership and internal delivery teams
• Track and analyze KPIs, identify trends, and escalate performance risks proactively
• Coordinate with the data and analytics team to ensure reporting accuracy and consistency across service towers
• Lead root cause analysis and post-incident reviews to drive corrective action
• Facilitate process improvement initiatives and coordinate with platform, operations, and program teams to implement changes
• Maintain a formal continual service improvement (CSI) register and track improvement outcomes
• Benchmark service performance against industry standards and federal IT best practices to inform improvement priorities
• Serve as the primary point of contact for VA stakeholders on service quality matters
• Facilitate regular service review meetings and prepare agenda materials, metrics summaries, and action trackers
• Collaborate with the PMO, technical leads, and vendor partners to align quality objectives with program goals
• Support contract deliverable reviews and provide quality-related input to program status reports and CDRLs

Benefits

• paid time off
• healthcare benefits
• supplemental benefits
• 401k including an employer match
• discount perks
• rewards
• education reimbursement for certifications, degrees, or professional development
• funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
• charity galas/events

What This Job Offers

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