Chief Services and Delivery Officer

The Company

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 on a journey to build a public safety technology platform that will enhance community safety by creating purposeful integrations across the public safety spectrum. We deliver intuitive tools developed for public safety agencies, forensic labs, court systems, schools and other institutions.

Our selective growth strategy focuses on improving customer and user workflows for more efficient and effective operations, leading to better service and outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you'll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you're passionate about making a meaningful difference, we'd love to hear from you.

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,…