Service Quality Management Lead (VA ESOM)

Overview 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. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities Service Quality Framework 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 Reporting and Performance Monitoring 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 elevate performance risks proactively Coordinate with the data and analytics team to ensure reporting accuracy and consistency across service towers Continuous Improvement 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 changesMaintain 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 Stakeholder Engagement 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 Qualifications 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 Preferred Qualifications: 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 Clearance Requirement US Citizen or Green card holder Willing and able to obtain and maintain Public Trust Clearance Must meet updated ID requirements: 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. Benefits We offer a 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. Commitment Equal Opportunity Employment & VEVRAA Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements. As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness. We encourage protected veterans to self‑identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility. Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness. Accommodations To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email View email address on click.appcast.io. #J-18808-Ljbffr