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…