Sr. ServiceNow Program Manager

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is seeking an experienced Senior Program Manager to own the execution of ServiceNow delivery at the Department of Veterans Affairs. This spans IT Asset Management (ITAM) and Platform Support Services, including Platform Operations, Platform Maintenance and Development, Organizational Change Management (OCM), and CMDB health, with opportunities to grow in this role as the portfolio grows. The Senior Program Manager leads a team of Project Managers across these pillars and is the single point of accountability for day-to-day delivery quality, schedule performance, operational cadence, and technical execution across the engagement.

This leader runs the program's inward-facing side: setting direction for the PMs in each pillar, diving into the work to get concrete answers on deliverables, status, and blockers, driving sprint and release discipline, and ensuring teams meet contract objectives consistently and with quality. The Senior Program Manager owns making delivery happen every day. This role works in close partnership with Kentro's ServiceNow practice leads and subject matter experts to ensure that delivery teams operate in line with leading practices and continuously improve, 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).

Compensation Range: The salary for this position is between $230-260K/annually. Factors affecting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

Program Execution & Delivery Management

• Own day-to-day execution of the VA ServiceNow program, ensuring the HAM, SAM, and Platform Support Services teams deliver with quality, consistency, and alignment to contract objectives.
• Run the program's operational cadence, including sprint ceremonies, release planning, delivery status reviews, and cross-team coordination, so work moves predictably from intake through delivery.
• Serve as the first escalation point for delivery and operational issues, resolving blockers directly and escalating to the Director only those items with strategic or client relationship impact.
• Translate program OKRs and priorities set with the Director into pillar-level plans, and hold PMs accountable for measurable performance against them.

Technical Delivery & Process Discipline

• Drive adoption of ServiceNow leading practices, ITIL processes, and delivery standards across all delivery teams, partnering with Kentro's practice leads and SMEs to bring current platform knowledge into the engagement.
• Ensure delivery teams maintain a high standard of technical execution, including code review discipline, release quality, environment management, and adherence to platform governance.
• Identify recurring delivery friction, process gaps, and quality issues, and implement corrective actions and process improvements that measurably improve throughput and outcomes.

Stakeholder Coordination & Reporting

• Serve as the primary operational point of contact for VA program office stakeholders on delivery status, priorities, and day-to-day coordination, keeping working-level relationships strong and productive.
• Produce accurate, timely reporting on program health, delivery metrics, risks, and improvement initiatives for both the Director and client stakeholders, ensuring no surprises in either direction.
• Surface delivery-side observations, client signals, and emerging needs to the Director to inform growth, recapture, and contract modification strategy.

Team Management & Performance

• Directly manage the Project Managers across ITAM and Platform Support Services workstreams, setting clear expectations, removing obstacles, and fostering a culture of accountability, collaboration, and continuous improvement.
• Execute staffing plans in partnership with the Director and PMO, including onboarding, backfill coverage, cross-training, and identifying single points of failure before they become delivery risks.
• Develop team members through mentorship, stretch assignments, and performance feedback, and identify high performers ready for expanded responsibility.

Contract Execution & Risk Management

• Partner with the PMO to track burn, manage resource allocation across all delivery pillars, and keep labor utilization aligned with the T&M contract structure and approved hours.
• Ensure operational compliance with all contract requirements, VA security obligations, and audit standards, and maintain an active risk register with mitigation plans and timely escalation.
• Support the Director and PMO in scoping contract modifications and level-of-effort estimates by providing accurate delivery data, staffing inputs, and execution feasibility assessments.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related field; Master's degree preferred.
• 10+ years of progressive IT services delivery experience, with at least 4 years in a program or project management role on federal contracts.
• 5+ years of direct experience with the ServiceNow platform, including hands-on delivery management of ServiceNow programs, ideally in a federal government context.
• Demonstrated experience with HAM/SAM, ITSM, or related ServiceNow modules and a working knowledge of IT Asset Management and IT Service Management best practices.
• Demonstrated experience running Agile delivery at scale, including managing multiple scrum teams, sprint planning, release management, and coordinating dependencies across workstreams.
• Proven track record executing federal IT contract delivery, with direct experience presenting delivery status, metrics, and risks to government program office stakeholders.
• Working knowledge of government contracting, PWS/SOW compliance, and T&M contract mechanics, including LCAT alignment and hours management; experience on federal programs of significant scale.
• Experience managing multi-pillar delivery structures and directly supervising multiple Project Managers.
• Strong stakeholder coordination skills with a track record of building productive working relationships with federal government program staff.
• High emotional intelligence and strong verbal and written communication skills; comfortable running meetings and reporting up to both company and client leadership.
• Ability to identify, document, and escalate program risks with sound judgment and appropriate urgency.
• Active PMP or equivalent certification.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) or higher (e.g., CIS in HAM, SAM, or ITSM).
• Experience within VA IT programs, VA ESOM, or other large federal health or benefits agency environments.
• ITIL Foundation certification or higher; Agile certification (e.g., SAFe, PMI-ACP, CSM) a plus.

Clearance Requirement:

• 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.

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