Chief Services and Delivery Officer

The Role

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.

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, 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 functions—particularly 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.