Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 61 days ago

Director, Customer Delivery & Services

Novisto14 open roles

Where
Montreal
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowDirector, Customer Delivery & ServicesNovisto · Montreal

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Novisto's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market. Novisto postings stay open a median of 8 days.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.0%30 days
This job: posted 61 days ago

Novisto median: 8 days open

The posting

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
  • Hands-on experience packaging services: catalogs, rate cards, scoping standards, and margins
  • Implemented delivery infrastructure: SLAs, quality governance, capacity models, dashboards (Jira, PSA tools, or equivalent)
  • 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
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Novisto's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Novisto's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Novisto's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.