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 Service Now 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.

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 Service Now
• 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 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

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

• 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 Service Now 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 Service Now CSM/HRSD modules
• Service Now 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

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated : https://(Use the "Apply for this Job" box below).-documents
  • If you do not currently meet the  outlined, you must…