Director, Customer Delivery & Services

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 op…