VP, Engineering Services

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Job Description

The Vice President, Engineering Services is the senior leader accountable for the delivery, quality, and economics of Opensity Solutions’ engineering organization supporting legal and professional services clients. This role owns the end-to-end technical service delivery model — 24x7 NOC/operational engineering, escalated engineering, project engineering, and tooling — and is responsible for ensuring that client environments are stable, secure, well-governed, and continuously improving.

Law firms and professional services organizations operate under demanding confidentiality obligations, client audit requirements, and business cycles where downtime during a trial, closing, or filing deadline is unacceptable. The Vice President, Engineering Services sets the operating disciplines that meet that standard: rigorous major incident management and root cause accountability, a mature change management practice, measurable service levels, and a delivery model that places the right work at the right tier at the right cost.

This is both a strategic and an operating role. The Vice President, Engineering Services partners with Sales, Account Management, Finance, and Talent; represents the engineering organization directly to client sponsors; and leads the multi-year roadmap for organizational structure, tooling, automation, and margin improvement.

Job Responsibilities

In this role you will lead the engineering organization and own the processes, people, tools, and financial performance behind technical service delivery. You will be accountable for operational outcomes today while restructuring the organization and its toolset for scale, efficiency, and growth.

• Lead and develop the engineering organization — including 24x7 NOC/operational engineering, escalated engineering, project engineering, and tooling teams — setting structure, spans of control, career paths, and hiring plans, and right-sizing the team to client demand and budget.

• Own the major incident management (MIM) process end to end, including command of critical escalations, accountability for root cause analysis quality and on-time delivery, and follow-through on corrective actions.

• Own change management as a discipline: governance of the change advisory process, a maintained library of qualified standard changes, tiered technical and management approvals embedded in the change record, management review of emergency changes and process deviations, and continuous reduction of low-value review meetings.

• Define, monitor, and act on engineering KPIs — SLA attainment, MTTR, utilization, backlog, and quality trends — presenting results and remediation plans to executive leadership and client sponsors.

• Hold accountability for queue health across operations tiers, including escalation deconfliction for advanced technical issues and clear ownership boundaries between service desk, NOC, escalated engineering, and subject matter experts.

• Drive a structured shift-left delivery model, moving work from senior engineering and project resources to lower tiers through operational documentation, training, knowledge transfer, and automation of manual health checks and recurring tasks.

• Establish recurring collaboration and feedback forums across delivery tiers so that process improvements, recurring defects, and knowledge gaps are surfaced and resolved systematically.

• Own the service management platform from an engineering perspective — workflow configuration, data quality, and reporting — ensuring the platform accurately reflects and enforces operational process.

• Set and execute the monitoring, management, and automation tooling roadmap, including platform evaluations, consolidation and migration programs, vendor negotiation, and adoption enablement for the engineering team.

• Govern the technical estate lifecycle: vendor maintenance and end-of-life tracking, renewal planning, certificate and PKI lifecycle management with automated renewal, and a disciplined decommissioning process with clear client communication.

• Review, scope, and approve statements of work, ensuring proposed solutions are technically sound, resourced realistically, priced to margin, and deliverable within committed timelines.

• Represent the engineering organization to client sponsors in recurring and ad hoc governance calls, owning technical escalations, service improvement plans, and the credibility of the delivery relationship.

• Partner with the architecture function to run client technology assessments that identify and scope project opportunities and feed those outputs into the client budgeting and account planning cycle.

• Own engineering financial performance: expense and invoice approvals, monthly billing reconciliation with Finance, correct attribution to billing models, timekeeping review and accuracy across engineering teams, and delivery against annual cost and margin targets.

• Align security operations workflows with the incident and change management processes so that security work is governed, measured, and escalated on the same standards as the rest of the engineering organization.

• Coordinate field and on-site service activity, including scheduling, resourcing, and client sponsor communication for planned site visits.

• Ensure engineering practices meet the confidentiality, data handling, and audit expectations of legal and professional services clients, including outside counsel guidelines, client security questionnaires, and regulatory or framework-based compliance obligations.

Qualifications:

• Bachelor’s degree in computer science, information technology, engineering, or a related field (preferred), with 12+ years of progressive IT experience and 5+ years leading engineering or technical service delivery organizations.

• Proven experience in a managed services provider, outsourced IT, or multi-client service delivery environment, with direct accountability for SLAs, client satisfaction, and delivery margin.

• Experience supporting legal, accounting, consulting, or other professional services clients — including familiarity with their confidentiality expectations, audit and client security review processes, and deadline-driven operating cycles — is strongly preferred.

• Deep, practical command of ITIL-aligned process: incident, major incident, problem, change, and request management, with a demonstrated record of designing and enforcing these processes at scale.

• Hands-on fluency with ITSM platforms (ServiceNow or equivalent), including reporting, dashboards, and workflow configuration sufficient to direct platform work and challenge the data.

• Strong technical breadth across enterprise infrastructure — networking, server and virtualization, cloud (Microsoft 365 and Azure), backup and disaster recovery, endpoint management, and security operations — sufficient to lead architects and senior engineers credibly.

• Experience selecting, migrating, and consolidating RMM, NMS, and monitoring platforms, and driving adoption across a distributed engineering team.

• Track record of organizational transformation: restructuring teams, establishing offshore and 24x7 follow-the-sun models, breaking down resource silos, and improving utilization without degrading service quality.

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

• Experience scoping and approving statements of work and partnering with sales and account management on solution design, estimation, and pricing.

• Excellent executive communication and client-facing presence, with the ability to lead difficult escalation conversations and translate technical detail into business impact for client sponsors.

• Demonstrated ability to lead geographically distributed teams across time zones and cultures, with a coaching orientation and a bias toward measurable improvement.

• Relevant certifications preferred (e.g., ITIL 4, PMP, Microsoft or cloud provider certifications, or equivalent).

The Compensation range for this role is 185,000 to 220,00 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

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Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.