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Chief Services and Delivery Officer

2 months ago
Canada
Full-time
Executive
Customer Success
Customer and Technical Support
Apply Now
Versaterm

Versaterm

Versaterm Public Safety is a leading developer of integrated software solutions for First Responders in Canada and the United States. They focus on customer experience and outcomes, empowering public safety agencies to transform their organizations. Ve...

Internet Software & Services
51-250
Founded 1977
View All Jobs 21

Description

  • Set the enterprise vision and strategic direction for customer delivery, including implementation, support, professional services, and customer success.
  • Lead the transformation of delivery functions across acquired businesses into a cohesive, scalable enterprise operating model.
  • Build and scale a modern SaaS delivery model that balances standardization with flexibility for complex, mission-critical implementations.
  • Oversee customer and technical support operations to ensure responsiveness, accountability, and high-quality service.
  • Define and execute the strategy for AI-powered customer support, including case routing, agent tooling, knowledge automation, and predictive issue resolution.
  • Drive the integration of AI and automation into implementation workflows to accelerate time-to-value and reduce implementation costs.
  • Strengthen executive-level client relationships to support adoption, retention, and long-term value realization.
  • Partner cross-functionally with Product, Sales, and Engineering to align product design, customer expectations, and delivery capabilities.
  • Drive continuous improvement using data, metrics, and client feedback to improve performance, predictability, and outcomes.
  • Establish KPIs and reporting frameworks that provide visibility into delivery health, customer outcomes, and organizational performance.
  • Use AI-driven analytics and customer health scoring to identify at-risk accounts and expansion opportunities proactively.
  • Build, lead, and inspire a high-performing leadership team with a culture of accountability and customer-centricity.

Requirements

  • Proven executive leadership experience leading large-scale services, delivery, or customer success organizations in a complex, technology-driven environment.
  • Demonstrated success transforming and scaling delivery functions across multiple business units, acquisitions, or product lines.
  • Deep expertise in cloud-native, enterprise SaaS delivery models, including implementation, support, and customer success.
  • Hands-on experience with cloud platform migrations and operating in multi-tenant, continuously deployed environments.
  • Track record of building and operationalizing scalable delivery frameworks that improve consistency, efficiency, and customer outcomes.
  • Experience designing and leading flexible talent models that enable cross-functional capability sharing and adaptability.
  • Exceptional stakeholder leadership skills with credibility at the executive level internally and with customers.
  • Experience operating in high-growth, PE-backed, or transformation-oriented environments is preferred.
  • Familiarity with mission-critical or public safety technology environments is a strong asset.
  • Background in cloud-based software delivery and modern support models.
  • Strong data and analytics orientation, including experience with operational dashboards, customer health metrics, and AI-driven insights.
  • Must be legally authorized to work in Canada and able to obtain and maintain a Government of Canada Reliability security clearance.
  • Additional security verification may be required for specific customer contracts.

Benefits

  • Competitive base salary determined by skills, experience, education, training, internal equity, market data, and business needs.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses.
  • Comprehensive benefits offering.
  • Equal opportunity employer with a commitment to equity, diversity, and inclusion.
  • Barrier-free workplace with accommodations available upon request throughout the recruitment process.
  • The company does not use AI in the recruitment process; hiring decisions are made by people.

Interested in this position?

Apply directly on the company website

Apply Now

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