Chief Services and Delivery Officer

The Company

Versaterm is a PE-backed high-growth SaaS company building a fully integrated platform across the entire public safety ecosystem dispatch law enforcement forensics courts and beyond.Wevegrown through strategic acquisitions and deep product investment. What connects all of it is a single purpose: give public safety agencies the tools and insights to make better decisions in high-stakesmoments.

The Role

The Chief Services and Delivery Officer (CSDO) is an important member of the executive leadership team and the executive owner of Versaterms most important outcome: delivering on our promise to customers. Versaterms 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 Versaterms commitment to operational excellence trust and longterm 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 role is responsible for modernizing how Versaterm implements supports and scales its solutions - evolving from productcentric delivery silos to an integrated flexible and repeatable operating model. Equally important the CSDO will champion the strategic adoption of AI across the services organizationdeploying 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 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 adoptionensuring 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 successensuring 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 resolutionreducing time-to-resolution while improving customer satisfaction.
• Drive the integration of AI and automation into implementation workflowsleveraging 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 functionsparticularly 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 andmaintaina Reliability security clearance. Please note that specific customer contracts may imposeadditionalsecurity verification requirements. Obtaining andmaintainingall required security clearances is a condition of employment. For more information on the Government of Canadas security screening process please visitPublic 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 candidates skills experience education training as well as internal equity market data and business 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.

AI is central to how Versaterm builds and delivers solutions for our customers. Within Talent Acquisition we use AI-enabled tools to support certain aspects of the recruitment process helping our team work more efficiently and spend more time connecting with great talent. AI supports our work but all hiring and employment decisions are made by people.

Versaterm is an equal opportunity employer and is committed to equity diversity inclusion and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information please contact.