VP, Engineering Services

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP, Engineering Services based in United States. Lead a large-scale engineering organization responsible for reliable, secure, and efficient technical service delivery. You’ll oversee 24x7 operations, escalated engineering, project engineering, and tooling while driving measurable service improvements. The role combines strategic leadership with hands-on operational accountability across people, processes, technology, and financial performance. You’ll strengthen incident, change, monitoring, automation, and service management practices to support demanding client environments. Working closely with executive leaders, sales, account management, finance, architecture, and clients, you’ll shape long-term growth and delivery strategy. You’ll also lead organizational transformation, tooling modernization, resource optimization, and margin improvement initiatives. This is a high-impact opportunity to build a scalable engineering model where reliability, security, client trust, and operational excellence are central. 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.