Director, Implementations & Delivery

The Company

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977 weve been building an ecosystem of intuitive tools designed for public safety agencies forensic labs court systems schools and other institutions. Through purposeful integrations and a selective growth strategy we focus on improving workflows to help our customers achieve more efficient operations better service and more just outcomes.

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

The Role

TheDirector Implementations & Deliveryleads Versaterms endtoend implementation and deploymentactivitiesacrossassigned product portfolios accountable for the successful role oversees delivery across a complex portfolio of public safety agency customers ensuring consistenthighqualityoutcomes and customer success.

Reporting to the Vice President DeliveryOperations the Directoroverseesthe full project lifecycle fromcontracthandoff through goliveand transition to Customer Successand partnership with Sales the Directorand their teamcontribute to thedevelopment reviewand validation of the Statements of Work (SOWs) and related delivery requirements prior to contract is accountable for delivery quality implementation timelinessscalable executionrevenue pipeline trackingand forecasting and costofdelivery managementensuring that implementation milestonesand activities are executed predicably(on time on budget) efficiently and in alignment withVersatermsrevenue and growth objectives and customer commitments.

The Director leads a team of ManagersProject ManagersImplementationLeads andSpecialistsand other projectdeliveryspecialistsand serves as the primary escalation point for complexcustomerdelivery closely with peer Directors andcrossfunctionalstakeholders includingSales Customer Success Product Engineering and Finance the Directorhelpsensure delivery commitments areoperationally aligned implementation practices are standardizedand customer deployments are executed consistently efficiently and with strongoperationaldiscipline.

What You Do

Strategic Leadership & Delivery Operating Model

• Contribute toand executethe multiyear strategy for Versaterms Implementations & Delivery function aligned with company growth product expansion andcustomeracquisitionobjectives.
• Collaborate closely with peer Directors and the VP-Delivery to establishstandardizemaintainand continuously improve the implementation operating modelincluding scoping standards project methodology handoff protocols and golive criteriato ensure consistency quality scalability and repeatability across all implementation engagementsregardless of product line account size or geographic complexity.
• Partner with Sales during presales tovalidateimplementation scope SOWdeliverytimelines and cost estimates ensuringcustomercommitments are achievable andaligned with delivery expectations.
• Champion and embed Versaterms values across the delivery function fostering a culture ofcustomerfocus accountabilitycollaborationoperational excellence and continuous improvement.

Delivery Execution & Project Oversight

• Oversee the endtoend delivery of all implementation projectswithin assigned product portfolios including system configuration hardware or software deployment integrationinstallationtestingtrainingand golive readiness.
• Ensure all projects are deliveredin alignment withapproved scope SOW deliverytimelines quality standards and budget expectationswith milestones risksdependenciesandkeydelivery decisions clearly documented communicatedand tracked.
• Partner with Sales Finance and internal stakeholders tovalidateimplementation scope delivery assumptions resource requirements and deployment timelines to support realistic customer commitments and successful project execution.
• Collaborate with peer delivery leaders to drive operational consistency standardized delivery practices and shared and scalable execution model across all product portfolios.
• Lead structured onboarding and golive processes thatenable successful customer adoption and seamlesstransitiontoCustomer Successand Support teams.
• Partner with Product and Engineering to supportnew product introduction readiness ensuring implementationand deploymentteams are trainedand equipped with scalable repeatable and well-documented deployment methodologies that promoteefficiencies delivery consistencyasnewVersatermsolutions are released.

Revenue Pipeline Forecasting & Financial Accountability

• Maintain visibilityintoimplementation pipelinestatus contracteddelivery commitmentsbilling milestone achievement and resource capacity to supportaccurateforecasting billing readiness andrevenue recognition timelines.
• Leverage AI-enabled tools to improve delivery visibility identify implementation risk earlier and drive more accurate revenue recognition timelines across the portfolio.
• Partner with Finance and Leadershipto supportimplementation revenue forecastingactivities by providingaccuratedelivery timelines milestone status deployment risks and capacity planning/resourceutilizationinputs.
• Hold delivery teams accountablefor achievingimplementation milestones and customer commitments that support contractual obligations andorganizational deliveryobjectives.
• Monitor and manage costofdelivery per projectidentifyingefficiency opportunities escalating margin risk andsupportingimplementation profitabilityobjectives.
• Provide regular reporting toleadership on implementation pipelineprojecthealthproject delay analysisrevenue recognitionriskresourceutilizationand capacity against demand.

CustomerRelationship Management & Issue Resolution

• Overseecustomerexpectation management throughout the implementation lifecycle ensuring customers receive clear communicationrealistictimelinesproactive risk visibilityand disciplined followthrough.
• Actas theseniorescalation point for complexcustomerissuesimplementation risksdelivery disputes or highrisk accountscoordinatingtimelycrossfunctional resolution.
• Collaborate with peer delivery leaders topromote consistent customer engagement practices escalation management processes and communication standards across all product portfolios.
• Monitorproject healthdeliveryperformanceandcustomerreported issuesdrivingstructured solutions to delivery problems and challenges.
• Ensurecustomersparticularly statelevel and highvalue accountsreceiveappropriate seniordelivery oversight and tailored engagement throughout their implementation.
• Partner closely with Customer Success to ensurestructuredpostgolivetransitions with complete documentation training and relationship continuity.

Cross-Functional Collaboration & Operational Excellence

• Partner with Product and Engineering to ensure implementation teams are equipped to deploy new features resolve technical blockers and communicate product roadmap changes tocustomers.
• CollaboratewithSalesLegal Productand Finance on contract language milestone definitions change order management and billing alignmentensuring deliver impacts customer commitments timelines and cost implications are operationally assess and aligned
• Identifysystemic risks recurring delivery challengesoperational inefficienciesand process gapspartnering with peer delivery leaders to drive improvements inplaybooks tooling improvements and teamcapabilitydevelopment.
• Define and track delivery KPIs and communicate performance risks and trends to Service & Delivery and Executive Leadership on a regular cadence.

Team Leadership & People Development

• Lead coach and developmanagersproject managers implementationleads andspecialistsand othersinvolved in project delivery.
• Establishclear performance expectations provide ongoing coachingand accountability and manage performanceconsistentlyto ensure delivery standardsand customer commitmentsareachievedacross alldelivery projects.
• Build team skills andexpertisethrough structured coachingknowledge-sharing practicestraining programs and defined career pathways.
• Oversee capacity planningutilizationand workload distribution includingcross-trainingto ensurescalable and effective resourcing aligned to implementation pipeline demand.
• Develop and implement succession plans;identifyand grow internal talent for increased scope and responsibility.

What You Bring

• Bachelors degree in a relevant specialtysuch asBusiness Administration Computer Science Engineering or a related field; PMP or equivalent certification is an asset.
• 1015 years of experience in software implementation professional servicestechnical project deliveryor related roleswith 5 years of progressive people leadership experienceincluding managing managers.
• Proven success leading implementation or professional services inanenterprise softwareor SaaSenvironment with direct accountability for delivery quality timelines and financial outcomes.
• Strong understanding ofsystemdeployment lifecycles project scopingproject deliveryand golive readiness frameworks.
• Experience tracking and managing implementation revenue pipelines forecasting deliverytied revenue and holding teams accountable to milestones that drive recognition.
• Strong financial acumenincluding managingcostofdelivery monitoringmargin by project and contributingmeaningfully tofinancialforecastingand capacity planningconversations with Finance and Executive Leadership.
• Experience partnering with Sales during presales tovalidatescopeestablishrealistic timelines and ensure implementation commitments are commercially sound.
• Exceptional communication and stakeholdermanagement skills; comfortable managing executivelevelcustomerrelationships and presenting delivery performance to internal leadership.
• Demonstrated ability to lead through ambiguity navigate competing delivery priorities and resolve complex crossfunctional challenges with composure and decisiveness.
• Comfortable using project management tools CRM platforms (e.g. Salesforce)leveragingdelivery dashboardsand data-driven insights to effectivelymanagedelivery operations.
• Experience in public safety government technology or missioncritical enterprise software is a strong asset.
• Travel will berequired.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain andmaintaina Reliability security clearance. Please note that specific customer contracts may imposeadditionalsecurity verification requirements. Obtaining andmaintainingall required security clearances is a condition of employment. For more information on the Government of Canadas security screening process please visitPublic Services and Procurement Canada.

Versaterm is committed to fair and equitable compensation that is competitive consistent and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors such as the successful candidates skills experience education training as well as internal equity market data and business addition to base salary and our comprehensive benefits offering some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.

Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people including our qualified acquisition team and our experienced hiring managers.

Versaterm is an equal opportunity employer and is committed to equity diversity inclusion and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information please contact.