VP, Engineering Services

Accountabilities:: Lead and develop the engineering organization across 24x7 NOC and operational engineering, escalated engineering, project engineering, and tooling teams, establishing organizational structure, spans of control, career paths, hiring plans, and resource levels aligned with client demand and budgets. Own the major incident management process end to end, including critical escalation command, root cause analysis quality, timely corrective actions, and sustained accountability for preventing recurrence. Establish and continuously improve change management governance, including change advisory processes, standard changes, tiered technical and management approvals, emergency change reviews, and streamlined governance practices. Define, monitor, and act on engineering KPIs such as SLA attainment, MTTR, utilization, backlog, and quality trends, providing executive leadership and client sponsors with clear performance insights and remediation plans. Maintain healthy operational queues and clear ownership across service desk, NOC, escalated engineering, and subject matter expert teams while ensuring advanced technical issues are appropriately escalated and deconflicted. Drive a structured shift-left model by moving appropriate work to lower service tiers through documentation, training, knowledge transfer, and automation of recurring health checks and manual tasks. Establish recurring collaboration and feedback mechanisms across delivery tiers to identify recurring defects, process gaps, and knowledge needs and turn them into measurable improvements. Own the engineering side of the service management platform, ensuring workflow configuration, data quality, reporting, and operational processes accurately reflect and enforce service management standards. Define and execute the roadmap for monitoring, management, and automation tooling, including platform evaluations, consolidation and migration initiatives, vendor negotiations, and adoption across distributed engineering teams. Govern the technical estate lifecycle, including vendor maintenance, end-of-life tracking, renewals, certificate and PKI management, automated renewal capabilities, and disciplined decommissioning with appropriate client communication. Review and approve statements of work, ensuring proposed solutions are technically sound, appropriately resourced, commercially viable, aligned with margin objectives, and deliverable within committed timelines. Represent engineering directly with client sponsors, leading technical escalations, service improvement initiatives, governance discussions, and efforts to strengthen delivery relationships. Partner with architecture teams on client technology assessments, identifying and scoping project opportunities and feeding recommendations into account planning and budgeting cycles. Own engineering financial performance, including expense and invoice approvals, billing reconciliation, billing-model attribution, timekeeping accuracy, vendor management, and delivery against annual cost and margin targets. Align security operations with incident and change management processes so security-related work is governed, measured, escalated, and managed consistently with broader engineering operations. Coordinate field and on-site service activity, including scheduling, resource allocation, and communication with client sponsors for planned site visits. Ensure engineering practices meet the confidentiality, data-handling, audit, security, and compliance expectations of legal and professional services environments. Requirements Bachelor’s degree in computer science, information technology, engineering, or a related field is preferred, along with 12+ years of progressive IT experience and at least 5 years leading engineering or technical service delivery organizations. Proven experience within managed services, outsourced IT, or multi-client service delivery environments, with direct responsibility for SLAs, client satisfaction, operational performance, and delivery margins. Experience supporting legal, accounting, consulting, or other professional services organizations is strongly preferred, particularly familiarity with confidentiality requirements, client security reviews, audits, and deadline-driven operating environments. Deep practical knowledge of ITIL-aligned incident, major incident, problem, change, and request management, with a demonstrated ability to design, implement, and enforce these disciplines at scale. Strong fluency with ITSM platforms such as ServiceNow or equivalent, including dashboards, reporting, workflow configuration, and data governance. Broad technical expertise across enterprise infrastructure, including networking, servers and virtualization, Microsoft 365 and Azure, backup and disaster recovery, endpoint management, and security operations. Experience selecting, migrating, consolidating, and operationalizing RMM, NMS, and monitoring platforms across distributed engineering environments. Demonstrated organizational transformation experience, including restructuring teams, implementing offshore or 24x7 follow-the-sun models, reducing resource silos, and improving utilization without compromising service quality. Strong financial and commercial acumen, including budget ownership, utilization and margin management, billing reconciliation, vendor negotiation, and business-case development. Experience reviewing and approving statements of work and partnering with sales and account management on solution design, estimation, resourcing, and pricing. Excellent executive communication and client-facing skills, with the ability to manage difficult escalations and translate complex technical matters into clear business impact. Proven ability to lead geographically distributed teams across time zones and cultures, with a coaching-oriented leadership style and a strong focus on measurable continuous improvement. Relevant certifications such as ITIL 4, PMP, Microsoft certifications, cloud certifications, or equivalent credentials are preferred. Benefits Annual base salary of $185,000–$220,000 USD , with actual compensation determined by location, skills, experience, and qualifications. Eligibility for an annual bonus . Comprehensive medical insurance . Dental insurance . Vision insurance . 401(k) retirement plan . Paid Time Off (PTO) . Remote work opportunity within the United States. Opportunity to lead a distributed engineering organization and influence service delivery strategy, operational transformation, technology modernization, and business performance. Inclusive and collaborative working environment focused on respect, accountability, teamwork, and diverse perspectives.