VP, Engineering Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and cultivate the engineering organization, which includes 24x7 NOC/operational engineering, escalated engineering, project engineering, and tooling teams.

• Establish the organizational structure, spans of control, career development paths, hiring strategies, and team sizing.

• Oversee the major incident management process, which encompasses critical escalations, root cause analysis, and corrective measures.

• Manage change processes, including change advisory protocols, standard changes, approvals, and emergency modifications.

• Define, monitor, and take action on engineering KPIs such as SLA achievement, MTTR, utilization, backlog, and quality trends.

• Present outcomes and remediation strategies to executive leadership and client sponsors.

• Maintain queue health and clarify ownership boundaries across various service delivery tiers.

• Promote a shift-left delivery model through documentation, training, knowledge transfer, and automation.

• Create forums for collaboration and feedback across delivery tiers.

• Manage the service management platform's workflow configuration, data integrity, and reporting.

• Develop and implement roadmaps for monitoring, management, and automation tools.

• Oversee vendor maintenance, end-of-life tracking, renewals, certificate and PKI lifecycle management, and decommissioning processes.

• Review, define the scope, and approve statements of work.

• Represent engineering to client sponsors during governance discussions and technical escalations.

• Collaborate with architecture on client technology assessments and project opportunities.

• Manage engineering financial performance, including approvals, billing reconciliation, timekeeping, costs, and margin objectives.

• Align security operations workflows with incident and change management processes.

• Coordinate field and on-site service activities.

• Ensure engineering practices comply with confidentiality, data handling, auditing, and regulatory requirements.

⛳️ Requirements

• Over 12 years of progressive IT experience.

• More than 5 years of experience leading engineering or technical service delivery organizations.

• Demonstrated experience within a managed services provider, outsourced IT, or multi-client service delivery setting.

• Direct responsibility for SLAs, client satisfaction, and delivery margins.

• Experience supporting legal, accounting, consulting, or other professional services clients is highly desirable.

• In-depth, practical knowledge of ITIL-aligned incident, major incident, problem, change, and request management.

• Proficient with ITSM platforms such as ServiceNow or equivalents, including reporting, dashboards, and workflow configuration.

• Strong technical expertise across networking, server and virtualization, Microsoft 365 and Azure, backup and disaster recovery, endpoint management, and security operations.

• Experience in selecting, migrating, and consolidating RMM, NMS, and monitoring platforms.

• Proven track record of organizational transformation, including team restructuring and establishing offshore and 24x7 follow-the-sun models.

• Financial acumen, including budget management, utilization and margin oversight, billing reconciliation, vendor negotiation, and business case development.

• Experience in scoping and approving statements of work, as well as collaborating with sales and account management on solution design, estimation, and pricing.

• Excellent communication skills and a strong presence in executive and client-facing situations.

• Ability to lead geographically dispersed teams across different time zones and cultures.

• Relevant certifications are preferred, such as ITIL 4, PMP, Microsoft or cloud provider certifications, or equivalent qualifications.

• A Bachelor's degree in computer science, information technology, engineering, or a related field is preferred.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) retirement plan.

• Paid Time Off (PTO).

• Potential eligibility for an annual bonus.