Director, Customer Delivery & Services

The Director Customer Delivery & Services will define the vision strategy and commercial success of Novistos global services organizationnot just its operations.

You will transform Customer Delivery into a scalable revenue-generating business that accelerates customer value through implementation advisory enablement and value realization services.

Your focus is threefold: build a commercially accountable services business elevate customer outcomes by improving time-to-value and adoption and create a delivery model that scales through people processes technology and product.

With deep ESG expertise provided by our senior analysts youll focus on designing the operating model delivery strategy and commercial approach that enable exceptional customer outcomes at scale.

Key Responsibilities:

Services Strategy and Commercial Ownership

• Define and execute the global services strategy: the portfolio of implementation advisory enablement and realization offerings and the roadmap to strengthen it
• Own the services operating plan revenue and margin reporting on attach rate advisory conversion and services revenue contribution
• Own the services catalog and rate card: inclusions exclusions pricing and scoping standards in partnership with the VP CS and pricing stakeholders
• Give CSMs clear guidance on what is billable and standardize advisory scoping proposals and credit tracking

Customer Value and Delivery Quality

• Establish service delivery standards that improve time-to-value solution adoption customer confidence and successful completion of critical reporting and assurance milestones
• Build delivery governance: quality reviews milestone checkpoints and clear escalation paths across services and support
• Ensure delivery quality and customer outcomes are measured alongside operational efficiency and financial performance

Services Operations and Delivery Management

• Build and own the services queue end to end: intake triage assignment prioritization and delivery against committed dates with published SLAs so internal partners and customers know what to expect without chasing
• Build a coverage and ownership model so account knowledge survives absences and transitions backed by delivery dashboards on throughput cycle time and aging
• Build a capacity and utilization model from ticket and delivery data forecast demand against the ESG reporting calendar (CDP EcoVadis S&P seasons) and staff ahead of peaks
• Give CS leadership a monthly view of capacity delivery performance and the unit economics of services work

Scalable Delivery Organization

• Turn high-volume repetitive delivery work (initial metric setup and configuration digitization backfills bulk imports field mapping) into standardized AI-assisted workflows with measured time savings
• Build the playbook library so quality does not depend on who picks up the ticket
• Partner with Product so recurring delivery friction feeds the platform roadmap making the product itself a scale lever
• Set an efficiency agenda with targets so scale comes from design rather than headcount or heroics

People Leadership and Partnership

• Act as the direct people leader for the ESG Analyst and Customer Support teams: weekly 1:1s coaching performance feedback and escalation support
• Protect the teams strong development culture; route deep ESG-technical questions to senior analysts rather than arbitrating methodology personally
• Partner with CSM leadership on staffing new deals and with Onboarding peers on handoffs and escalations
• Contribute as a member of the CX leadership team shaping how delivery works across the customer lifecycle

Job Requirements

• 7 years of experience in SaaS Professional and Advisory Services
• Defined services strategy and owned a services number (operating plan revenue margin attach rate or utilization) with the judgment to know what to charge for and what to invest in the relationship
• Built or scaled a professional services or services operations function in B2B SaaS serving enterprise customers
• Hands-on experience packaging services: catalogs rate cards scoping standards and margins
• Implemented delivery infrastructure: SLAs quality governance capacity models dashboards (Jira PSA tools or equivalent)
• Concrete measured examples of AI or automation adoption in delivery work
• People leadership of specialist teams with evidence of driving process change without losing the people
• Nice to have: experience leading multiple teams or leaders as a delivery organization scales
• Nice to have: exposure to ESG sustainability carbon accounting or the reporting ecosystem (CDP EcoVadis GRI ISSB CSRD)

What we offer

• Join an early-stage well-financed company
• Advance Novistos purpose of contributing to the sustainability of the economy environment and society by empowering companies to make better decisions and disclosures through our ESG data management software
• Contribute your knowledge and insights to increase awareness and knowledge of sustainability
• Generous health benefits (100% Insurance coverage & access to Dialogues telemedicine app)
• Flexible schedules & opportunity to work remotely
• 4 weeks of vacation
• Stock option plan
• If you prefer to work at the office we have a beautiful office in Old Montreal close to downtown and steps away from a metro (subway) station