Deputy Service Reliability and Operations 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 hiring for a Deputy Service Reliability and Operations Manager to support the VA ESOM contract. This role serves in a dual capacity, providing enterprise-level operational leadership as Deputy to the Service Reliability & Operations Manager while maintaining direct responsibility for the Major Incident Management (MIM) workstream.

As Deputy, this position will support the coordination, performance, and continuous improvement of enterprise monitoring and service reliability operations spanning monitoring, instrumentation, event management, incident response, and related operational functions. The Deputy will work closely with functional leaders to align priorities, address operational risks, coordinate cross-team dependencies, and ensure consistent execution across a large, distributed 24x7 operating environment.

As the MIM Project Manager, this position will lead the Major Incident Management team and be accountable for staffing, schedule, deliverables, performance, risk management, stakeholder coordination, and continuous improvement of the MIM function.

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

Compensation Range: The anticipated base salary range for this position is $120,000 –$160,000 annually and reflects Kentro’s good-faith expectations at the time of posting. Final compensation is determined based on the role’s requirements, relevant skills, experience, education, certifications, work location, applicable security clearance requirements, market conditions, internal equity, and contract requirements.

This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability. 

Responsibilities

Deputy Service Reliability & Operations Management

• Serve as Deputy to the Service Reliability & Operations Manager and provide leadership continuity across enterprise monitoring and service reliability operations.
• Support execution of organizational priorities across application monitoring, sustainment, event management, major incident management, and related operational workstreams.
• Coordinate with functional managers to align priorities, staffing, performance expectations, deliverables, and operational dependencies.
• Identify operational risks, performance gaps, resource constraints, and cross-team dependencies and coordinate corrective actions with the appropriate leaders.
• Develop and maintain management reporting, performance measures, operational reviews, and improvement plans.
• Exercise delegated management authority and support decision-making as required.

Major Incident Management Project Leadership

• Lead the Major Incident Management workstream and maintain accountability for staffing, schedule, priorities, deliverables, risks, and stakeholder coordination.
• Track MIM performance against established metrics and service-level requirements, including MTTR, response times, incident volume, resolution efficiency, and quality measures.
• Ensure MIM deliverables, reports, documentation, and operational records are accurate, complete, and delivered on schedule.
• Identify recurring issues, process gaps, and operational trends and coordinate corrective actions with appropriate technical and management teams.
• Maintain effective working relationships with VA stakeholders, program leadership, and cross-functional ESOM teams.

Operational Performance and Continuous Improvement

• Establish and monitor KPIs, dashboards, trends, risks, and corrective actions across assigned operational areas.
• Use operational data to identify opportunities to improve service reliability, incident response, alert effectiveness, and organizational performance.
• Coordinate cross-functional improvement initiatives and ensure actions, owners, dependencies, and milestones remain visible and tracked through completion.
• Support adoption and consistent execution of ITIL-aligned Incident, Problem, Change, and continuous improvement practices.
• Promote standardization, automation, and process maturity across enterprise monitoring and incident management functions.

Leadership and Stakeholder Management

• Establish clear performance expectations and reinforce accountability, collaboration, and operational discipline.
• Provide clear, concise status reporting and leadership briefings regarding performance, risks, staffing, incidents, and improvement initiatives.
• Build strong working relationships with VA customers, Kentro leadership, peer managers, technical teams, and other ESOM stakeholders.
• Escalate significant operational, staffing, delivery, and customer risks to program leadership as appropriate.

Qualifications

• Bachelor’s degree in computer science, information systems, engineering, business, or another related discipline; additional relevant experience may be substituted where permitted by contract requirements.
• 10+ years of relevant experience in enterprise IT operations, service reliability, incident management, infrastructure operations, or related disciplines.
• 5+ years of management or project leadership experience, including responsibility for multidisciplinary or geographically distributed teams.
• Experience managing staffing, schedules, deliverables, risks, performance measures, and stakeholder relationships.
• Strong knowledge of ITIL-based service management practices, particularly Incident and Major Incident Management.
• Experience working across technical and operational teams to resolve complex service issues and improve service delivery.
• Strong analytical, organizational, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills with the ability to communicate effectively with technical teams, senior leadership, and customer stakeholders.
• Ability to manage competing priorities and operate effectively during high-impact, time-sensitive events.

Preferred Qualifications:  

• Experience supporting the Department of Veterans Affairs or another large federal IT environment.
• Experience with ServiceNow Incident Management, Major Incident Management, ITOM, or related service management capabilities.
• PMP, Scrum, or other relevant project/program management certification.
• Experience with enterprise application performance monitoring, observability, event management, or AIOps.
• Experience leading organizational improvement or transformation initiatives in a large-scale operations environment.

Clearance Requirement:

• US Citizen or Lawful Permanent Resident (Green Card)
• Willing and able to obtain and maintain Public Trust Clearance 
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • 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

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer 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.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue “Apply” button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position.  If you need alternative application methods, please email [email protected] and request assistance.  

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 [email protected].  

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