Chief Services and Delivery OfficerNewMesa

Versaterm

Versaterm is a global public safety solutions company helping agencies transform their organizations by providing innovative solutions, expertise and an unwavering dedication to customer service.

We are building a public safety technology platform that enhances community safety through purposeful integrations across the public safety spectrum, delivering intuitive tools for agencies, forensic labs, court systems, schools, and other institutions.

Chief Services and Delivery Officer is a key member of the executive leadership team and the executive owner of Versaterm’s most important outcome: delivering on our promise to customers.

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. It 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.

It also champions 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 proactive, data‑driven customer experiences.

Beyond operational leadership, the CSDO is a strategic lever for growth, customer retention, and product adoption, ensuring delivery is an efficient, scalable, and competitive advantage.

• Set the enterprise vision and strategic direction for all aspects of customer delivery, including implementation, support, professional services and customer success.
• 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.
• Drive the integration of AI and automation into implementation workflows, leveraging AI‑assisted configuration, data migration tooling, intelligent testing, and guided deployment playbooks.
• 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.
• Build, lead, and inspire a high‑performing leadership team, fostering a culture of accountability, operational excellence, and customer‑centric thinking.

• 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…