• Provide executive oversight of the VA ServiceNow program, ensuring both the HAM/SAM and Platform & Maintenance teams execute with quality, consistency, and alignment to contract objectives. • Drive adoption of ServiceNow leading practices, ITIL processes, and delivery standards across both teams, partnering with Kentro’s practice leads and SMEs to bring the latest platform knowledge to the engagement. • Serve as the senior escalation point for complex technical and operational challenges, making sound decisions that protect delivery outcomes and client relationships. • Support the Senior Director of Operations in defining and executing program OKRs, ensuring accountability and measurable performance across the engagement. • Lead business process improvement efforts in partnership with VA stakeholders — assessing current-state workflows, identifying gaps, and designing ServiceNow-enabled solutions that drive measurable operational improvement. • Drive the overall technical growth of the ServiceNow program at the VA, ensuring delivery teams are continuously upskilling, adopting new platform capabilities, and operating at a high level of technical maturity. • Develop and maintain a ServiceNow growth roadmap for the VA engagement, aligning platform evolution with VA mission priorities and surfacing opportunities for expanded platform value. • Serve as the senior ServiceNow delivery executive for VA stakeholders, maintaining strong relationships with COR/CO contacts and Program Office leadership and ensuring consistent alignment on priorities and performance. • Provide executive-level reporting on program health, risks, and improvement initiatives, and support development of a proactive customer engagement strategy that reinforces Kentro’s value to the VA. • Identify and surface on-contract growth opportunities, assisting the program in pursuing new work, scoping modifications, and positioning Kentro for recapture. • Lead and motivate the VA ServiceNow delivery team, setting clear direction for leads across both programs and fostering a culture of accountability, collaboration, and continuous improvement. • Oversee workforce planning, staffing strategy, labor mix management, and succession planning — advising on the role profiles and skills needed for each team to succeed while partnering with PM(s) on execution. • Identify and develop high-performing team members through mentorship, stretch opportunities, and targeted development programs. • Partner with the PMO to oversee operational budgets, ensure cost control, and manage resource allocation efficiently across both delivery teams, including labor mix and subcontract budget management. • Ensure operational compliance with all contract requirements, VA security obligations, and audit standards, and proactively identify and mitigate program risks with timely escalation as needed. • Work with the VP of VA ESOM, Senior Director of Operations and PMO to identify, scope, and develop contract modification requests and on-contract growth opportunities.