Chief Services and Delivery Officer Job Ottawa area,Ontario Canada,Business

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. We've grown 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-stakes moments.

When a dispatcher takes a 911 call, a detective works a case, or a lab processes evidence, there's a good chance our software is running in the background. That's been true for over four decades. AI is central to where we're going. Not as a feature but as core infrastructure. We're embedding intelligence directly into the workflows our customers rely on every day, and we're doing it alongside them.

Our customers tell us what the mission demands. We build what answers it. This work attracts a specific kind of person - someone who wants to be pushed by great people, build things that outlast a sprint cycle, and go home knowing the work connected back to something real.

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…