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 an accomplished
Senior Director, Operations to provide strategic leadership and operational oversight of Kentro's VA ESOM-End Point Support and Operations Monitoring contract across the United States. This senior role will collaborate closely with the Director of Enterprise Portfolio and report directly to and serve as deputy to the VA ESOM VP & Program Manager, ensuring execution of the overall goals of the program and team. This role will provide executive oversight of the daily business operations of the IT contract and organization, ensuring service reliability, customer satisfaction, and compliance with ITIL best practices.
The Sr. Director, Operations will ensure the ESOM contract is executed in alignment with the Performance Work Statement (PWS) objectives and serves as the main point of contact for program operations and client engagement. In this role, the Sr. Director will have significant responsibilities overseeing performance, scope, financial health, client interactions, and operations. Additionally, the Sr. Director will drive strategic transformation—advancing process maturity, optimizing performance outcomes, and fostering a high-performance culture across geographically dispersed teams.
Responsibilities:
Program and Operational Leadership:
- Provide executive leadership in the oversight and execution of the VA ESOM contract - visibly leading the team and engaging daily with the client.
- Oversee daily IT operations across a range of IT domains, including customer service engineering, infrastructure support, and monitoring functions.
- Drive continuous improvement initiatives to enhance reliability, scalability, and service predictability through data-driven insights and automation opportunities. Establishing processes and ensuring adherence to ITIL processes across all domains.
- Engage with the team to proactively and innovatively solve challenges and problems that arise in daily operations.
- Actively lead program key initiatives and innovation opportunities to build thought-leadership and provide value-driven outcomes to the VA.
- Support the PMO in the design, execution, and continuous improvement of the program operating cadence (stand-ups, weekly leadership syncs, OMR, QBRs, PMRs risk reviews).
- Ensure performance data is consistently captured, reported, and used for cross-team decision-making.
- Supports the VA ESOM VP & Program Manager in defining OKRs while fostering accountability and execution across the team.
Team Strategy, Engagement and Development:
- Lead and motivate the VA ESOM program team, overseeing and coordinating with managers and leads across End User Operations (EUO) and Enterprise Command Operations (ECO).
- Lead workforce planning, staffing execution, labor mix management and succession planning for EUO and ECO teams, including cross-training initiatives to minimize delivery risk.
- Collaborate with PMO to define and implement programs and engagement activities.
- Identify and develop high-performing team members through mentorship and development programs.
- Foster a culture of collaboration, recognition, and continual improvement.
- Coordinate and collaborate with PMO to ensure smooth, high-quality onboarding.
- Effectively communicate, in conjunction with the Program Management Office, to keep team members informed of contract, team, and company updates.
Performance Management:
- Develop and execute performance strategies to ensure delivery outcomes and stakeholder satisfaction to reach exceptional contract ratings.
- Ensure operational compliance with regulatory, security, audit, and contract requirements. Identify and mitigate operational risks, resolving issues in collaboration with PMO, Kentro Corporate Services and leadership.
- Drive value to the client by defining metrics and key performance indicators (KPI) to measure the value delivered through Team Kentro solutions, ensuring alignment with Kentro value-added strategies.
- Align innovation and value-based initiatives with the VA's Objectives and Key Results (OKRs), measuring outcomes via metrics.
- Subcontract and Partner Performance Management
- Oversee performance, scope, workshare, and accountability for all subcontract partners.
- Conduct, in conjunction with PMO, regular subcontract performance reviews, enforce corrective action when needed, and maintain equitable workshare expectations.
- Ensure subcontract labor aligns with cost, capability, and performance requirements.
Financial and Contract Oversight
- Partner with the PMO business team to oversee operational budgets, ensure cost control, and allocate resources efficiently, including subcontract budget management.
- Work with PMO to identify, scope and develop modification requests or contract growth opportunities.
Innovation, Growth and Strategic Alignment:
- Identify areas of improvement or opportunities to address inefficiencies in current program execution, designing and implementing new processes or technologies to streamline workflows and increase support of the contract mission.
- Collaborate with cross-functional contract and corporate service team members to identify areas of opportunity for thought-leadership, staff expansion as well as new work or capabilities with the VA ESOM mission.
- Develop and guide delivery's competitive advantage narratives to position for recapture activities.
- Assists the VA ESOM VP & Program Manager in identifying and pursuing on-contract growth and business development opportunities by surfacing customer needs, aligning operational capabilities with strategic objectives, and ensuring proposals are executable and compliant.
- Customer Engagement:
- Serve as the primary program execution executive for client interface with VA leadership, COR/CO, and Program Office stakeholders.
- Provide executive-level reporting on operational performance, risks, and improvement initiatives.
- Support development and execution of a customer engagement strategy to ensure alignment to Kentro value-based, outcome-driven strategy for customer satisfaction.
- Engage with the client daily across the range of ESOM VA Stakeholders. Customer Executive Relationship Management
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 HQs or customer sites as needed to support the contract. (estimated- 10% travel)
Requirements
- Bachelor's degree in Business Administration, IT Management, or a related field
- 15 years of relevant experience in delivery experience with programs over $50 million annually
- Including 10+ years supporting federal clients and customers.
- Well-versed in Government contracting, subcontracting, business process improvement, IT Asset Management, and IT Service Management.
- Must be able to identify, document, and mitigate program risks, appropriately escalating them in a timely manner.
- Ability to mentor and grow program managers and high performers in planning and executing their responsibilities
- Proven leadership skills, ability to build teams, and execute with strong ownership and minimal oversight.
- Proactive, consistently taking initiative and advocating for necessary actions.
- High emotional intelligence, with the ability to effectively communicate and empathize with staff, colleagues, cross-functional teams, and customers.
- Exceptional verbal and written communication skills.
- Experience with large infrastructure and service-based IT programs.
- Ability to multi-task, think quickly and make decisions.
- Active PMP or equivalent Certification
Clearance Requirement:
- US Citizen or Green card holder
- Willing and able to get a Public Trust Suitability clearance
- Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-s...
- 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) and two CMMI ML 3 ratings (DEV and SVC).
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: "Apply for this Job" button at the bottom of this Job Description or the button at the top: "Application." Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us 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 careers@kentro.us.
