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Full-time
Health insurance, Telemedicine access, Flexible schedules, Remote work opportunity, Vacation, Stock option plan
Posted 24d ago
~40 hrs/week
Remote in Montreal, Quebec, Canada
Responsibilities
The Director will define the vision and commercial strategy for the global services organization to drive scalable revenue and customer value. They will oversee service delivery operations, build standardized delivery models, and lead the ESG analyst and customer support teams.
Requirements
Candidates must have 7+ years of experience in SaaS professional and advisory services with a proven track record of scaling service functions. Strong expertise in building delivery infrastructure, managing P&L, and leading specialist teams is required.
Full job description
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 clear 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 account knowledge survives absences and transitions, backed by delivery dashboards on throughput, cycle time, and aging
Build a capacity and utilization model from ticket and delivery data, forecast demand against the ESG reporting calendar (CDP, EcoVadis, S&P seasons), and staff ahead of peaks
Give CS leadership a monthly view of capacity, delivery performance, and the unit economics of services work
Scalable Delivery Organization
Turn high-volume, repetitive delivery work (initial metric setup and configuration, digitization, backfills, bulk imports, field mapping) into standardized, AI-assisted workflows with measured time savings
Build the playbook library so quality does not depend on who picks up the ticket
Partner with Product so recurring delivery friction feeds the platform roadmap, making the product itself a scale lever
Set an efficiency agenda with targets, so scale comes from design rather than headcount or heroics
People Leadership and Partnership
Act as the direct people leader for the ESG Analyst and Customer Support teams: weekly 1:1s, coaching, performance feedback, and escalation support
Protect the teams' strong development culture; route deep ESG-technical questions to senior analysts rather than arbitrating methodology personally
Partner with CSM leadership on staffing new deals, and with Onboarding peers on handoffs and escalations
Contribute as a member of the CX leadership team, shaping how delivery works across the customer lifecycle
Job Requirements
7+ years of experience in SaaS Professional and Advisory Services
Defined services strategy and owned a services number (operating plan, revenue, margin, attach rate, or utilization), with the judgment to know what to charge for and what to invest in the relationship
Built or scaled a professional services or services operations function in B2B SaaS serving enterprise customers
Concrete, measured examples of AI or automation adoption in delivery work
People leadership of specialist teams, with evidence of driving process change without losing the people
Nice to have: experience leading multiple teams or leaders as a delivery organization scales
Nice to have: exposure to ESG, sustainability, carbon accounting, or the reporting ecosystem (CDP, EcoVadis, GRI, ISSB, CSRD)
What we offer
Join an early-stage, well-financed company
Advance Novisto’s purpose of contributing to the sustainability of the economy, environment, and society by empowering companies to make better decisions and disclosures through our ESG data management software
Contribute your knowledge and insights to increase awareness and knowledge of sustainability
Generous health benefits (100% Insurance coverage & access to Dialogue's telemedicine app)
Flexible schedules & opportunity to work remotely
4 weeks of vacation
Stock option plan
If you prefer to work at the office, we have a beautiful office in Old Montreal, close to downtown and steps away from a metro (subway) station
Sustainability reporting software for confident decisions and disclosures.
Industry
Software Development
Company size
51-200 employees
Founded
2019
Headquarters
Montreal, QC
LinkedIn followers
14,362
Total funding
$56M
Novisto is the sustainability data management and reporting software of choice for global enterprises. By simplifying the process of collecting, auditing, and reporting ESG data, Novisto gives sustainability and finance teams the confidence that their disclosures are accurate and reliable.
Offices: 481 Avenue Viger Ouest, Montreal, QC H2Z 1G6, CA
SustainabilityArtificial IntelligenceSoftwareEnterprise SoftwareSaaSManagement Information Systems
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