The Director, Customer Delivery & Services will define the vision, strategy, and commercial success of Novisto's global services organization—not 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, you'll 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 explicit 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

📌 Director, Customer Delivery & Services (Montreal)
🏢 Net Impact
📍 Montreal