Chief Services and Delivery Officer

The Role

The Chief Services and Delivery Officer (CSDO) is an important member of the executive leadership team and the executive owner of Versaterm’s most important outcome: delivering on our promise to customers. Versaterm’s reputation is earned and sustained through the excellence of our service delivery, customer support, and customer success operations. This role ensures that every customer interaction reflects Versaterm’s commitment to operational excellence, trust, and long‑term partnership, driving measurable outcomes that reinforce customer satisfaction, retention, and growth.

The CSDO is accountable for transforming and leading a unified, enterprise-scale services and delivery organization across a diverse portfolio of acquired products and business units. This role is responsible for modernizing how Versaterm implements, supports, and scales its solutions - evolving from product‑centric delivery silos to an integrated, flexible, and repeatable operating model. Equally important, the CSDO will champion the strategic adoption of AI across the services organization—deploying intelligent automation, AI-assisted implementation tooling, and AI-powered customer support capabilities to improve speed-to-value, reduce manual effort, and deliver more proactive, data-driven customer experiences. Central to this mandate is building a high-performing, adaptable talent model that enables greater mobility, skill development, and capability sharing across adjacent products and customer needs.

This role extends beyond operational leadership. It is a strategic lever for growth, customer retention, and product adoption—ensuring that delivery is not only efficient and scalable but a true competitive advantage.

What You Do

• Set the enterprise vision and strategic direction for all aspects of customer delivery, including implementation, support, professional services and customer success—ensuring a consistently exceptional client experience across the full customer lifecycle.
• Lead the transformation of delivery functions across acquired businesses, integrating disparate approaches into a cohesive, scalable enterprise framework with standardized processes, tools, and performance expectations.
• Build and scale a modern SaaS delivery model that balances standardization with the flexibility required for complex, mission-critical implementations.
• Oversee customer and technical support operations, ensuring responsiveness, accountability, and a consistently high-quality support experience across all client segments.
• Define and execute the strategy for AI-powered customer support, including intelligent case routing, AI-assisted agent tooling, self-service knowledge automation, and predictive issue resolution—reducing time-to-resolution while improving customer satisfaction.
• Drive the integration of AI and automation into implementation workflows—leveraging AI-assisted configuration, data migration tooling, intelligent testing, and guided deployment playbooks to accelerate time-to-value and reduce implementation costs.
• Strengthen executive-level client relationships, positioning delivery as a strategic partnership that drives adoption, retention, and long-term value realization.
• Partner cross-functionally with Product, Sales, and Engineering to ensure alignment between product design, customer expectations, and delivery capabilities.
• Drive continuous improvement across all delivery functions, using data, metrics, and client feedback to enhance performance, predictability, and outcomes.
• Establish and operationalize clear KPIs and reporting frameworks that provide visibility into delivery health, customer outcomes, and organizational performance.
• Leverage AI-driven analytics and customer health scoring to shift from reactive support to proactive customer success, identifying at-risk accounts and expansion opportunities before they surface through traditional channels.
• Build, lead, and inspire a high-performing leadership team, fostering a culture of accountability, operational excellence, and customer-centric thinking.

What You Bring

• Proven executive leadership experience leading large-scale services, delivery, or customer success organizations within a complex, technology-driven environment.
• Demonstrated success transforming and scaling delivery functions—particularly across multiple business units, acquisitions, or product lines.
• Deep expertise in cloud-native, enterprise SaaS delivery models, including implementation, support, and customer success, with a strong understanding of how delivery drives retention and growth. Hands-on experience with cloud platform migrations and the operational shifts required to support multi-tenant, continuously deployed environments.
• Track record of building and operationalizing scalable delivery frameworks while improving 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 both 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, with experience building and using operational dashboards, customer health metrics, and AI-driven insights to inform strategic decisions.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on the Government of Canada's security screening process, please visit Public Services and Procurement Canada.Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.