ServiceNow Software Asset Project Manager/Lead

Role Description

Kentro is seeking an experienced and adaptable Project Manager / Project Lead to oversee the remediation of ServiceNow, the enterprise Software Asset Management (SAM) system of record at the Department of Veterans Affairs. This engagement is focused on rolling back platform customizations in favor of out-of-the-box ServiceNow functionality, while simultaneously expanding the software catalog and strengthening SAM as a trusted, sustainable enterprise solution. The Project Manager will serve as the day-to-day delivery authority, directly overseeing three Vertical Leads across Software Asset Management, Development, and QA Testing, and collaborating closely with Enterprise Architects, Data Analytics, and Change Management within the project team.

This role requires a confident and composed leader who is equally skilled at driving technical delivery and managing the interpersonal dynamics inherent in complex federal engagements. Success in this role depends as much on trust-building and diplomacy as it does on delivery execution.

Location: This position can be performed remotely within the United States and will support Eastern Time working hours.

Responsibilities

• SAM Remediation Delivery & Platform Alignment:
  • Lead day-to-day delivery of the SAM Remediation project, overseeing the identification, prioritization, and rollback of platform customizations in alignment with ServiceNow out-of-the-box best practices.
  • Oversee the expansion and maintenance of the software catalog within ServiceNow SAM Pro, ensuring catalog items are accurate, normalized, and aligned with VA software asset governance requirements.
  • Coordinate across Enterprise Architects, Developers, and Software Asset Managers to ensure remediation decisions are technically sound, platform-aligned, and operationally sustainable.
  • Maintain a clear line of sight into all active workstreams, tracking progress against remediation milestones and delivery commitments on a sprint-by-sprint basis.
• Team Leadership & Vertical Coordination:
  • Directly manage three vertical leads across Software Asset Management, Development, and QA Testing, providing day-to-day direction, accountability, and escalation support.
  • Facilitate regular cross-vertical coordination to ensure dependencies are managed, integration points are tested, and teams are delivering in a synchronized and cohesive manner.
  • Support Leads in removing blockers, resolving competing priorities, and maintaining team focus and morale throughout a complex remediation effort.
  • Promote a collaborative, solutions-oriented team culture that embraces iterative improvement and shared ownership of outcomes.
• Project Planning & Schedule Management:
  • Develop and maintain the integrated project schedule, including remediation workstreams, catalog build activities, testing cycles, and client review milestones.
  • Conduct regular schedule reviews with vertical Leads to assess delivery progress, identify risks, and recalibrate plans as needed.
  • Maintain a comprehensive risk, issue, and decisions log, tracking open items to resolution and escalating appropriately to the HAM/SAM Program Manager.
  • Ensure all contract deliverables are clearly assigned, tracked, and submitted on time in accordance with program requirements.
• Client Engagement & Stakeholder Management:
  • Serve as the primary delivery liaison between the Kentro team and the client Product Owner and Project Lead, providing regular status updates, risk summaries, and delivery forecasts.
  • Build and sustain productive working relationships with client stakeholders across a range of personalities, communication styles, and levels of technical familiarity.
  • Navigate competing stakeholder priorities and high-pressure situations with composure, demonstrating the ability to manage difficult conversations constructively.
  • Translate technical remediation progress and platform decisions into clear, accessible language for non-technical client audiences.
  • Proactively surface risks and issues to the client in a transparent, solution-forward manner.
• Meeting Coordination & Program Communication:
  • Plan, prepare, and/or facilitate project meetings including weekly status calls, sprint reviews, scrum standups, client working sessions, and retrospectives.
  • Develop and distribute meeting agendas, action item logs, decision records, and status reports to maintain program visibility and accountability across all stakeholders.
  • Ensure meeting outcomes are documented, assigned, and followed through to completion.
• Risk, Issue & Bottleneck Management:
  • Proactively identify and mitigate risks and bottlenecks across remediation, development, and testing workstreams before they impact delivery timelines.
  • Facilitate timely resolution of cross-team dependencies and escalate unresolved impediments to program leadership.
  • Manage scope and requirements changes through a structured process, communicating impact on schedule and delivery.

Qualifications

• Bachelor’s degree in computer science, information systems, business, engineering, or related field (8 years of additional relevant experience may be substituted for education).
• 10+ years of experience in project management, technology delivery, or IT program leadership.
• Demonstrated experience managing ServiceNow implementations or remediation efforts, preferably SAM or ITAM-focused, in a complex enterprise environment.
• Strong working knowledge of ServiceNow SAM Pro, including out-of-the-box capabilities, software catalog management, and entitlement workflows.
• Proven ability to lead and coordinate multi-disciplinary delivery teams across asset management, development, and QA functions.
• Strong experience developing and managing integrated project schedules, risk logs, and deliverable tracking frameworks.
• Excellent facilitation and meeting management skills, with the ability to drive decisions and maintain momentum across cross-functional and client-facing teams.
• Demonstrated ability to manage complex stakeholder relationships with professionalism, diplomacy, and emotional intelligence.
• Experience working in federal or compliance-driven environments strongly preferred.
• Strong written and verbal communication skills with the ability to present clearly to both technical and executive audiences.

Preferred Qualifications

• Project Management Professional (PMP) certification.
• ServiceNow Certified Implementation Specialist – Software Asset Management (CIS-SAM).
• Experience supporting VA or other federal agency ServiceNow implementations.
• Familiarity with Agile/Scrum delivery frameworks and hybrid project management methodologies.
• Knowledge of federal IT governance frameworks including FISMA, FedRAMP, and NIST 800-53.
• Experience leading platform remediation, technical debt reduction, or OOB alignment initiatives within ServiceNow.
• Familiarity with CMDB, HAM, and the broader ServiceNow platform ecosystem.
• Experience with software catalog build and normalization processes within ServiceNow SAM Pro.

Requirements

• US Citizen or Green card holder.
• Willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, and 401k with employer match.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking opportunities.
• Fun activities including virtual and in-person events, happy hours, and charity events.

Company Description

Kentro is dedicated to generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. We pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

• Three ISO certifications (27001:2013, 20000-1:2011, 9001:2015).
• Two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.