North America Services Director

Role Overview

• Lead high-value software implementation services
• Drive operational excellence and profitability
• Strengthen executive-level customer relationships
• Build scalable delivery models
• Align cross-geography operations with UK and APAC teams
• Ensure projects are delivered on time, on scope, and on budget
• Maintain quality, financial, and operational performance standards
• Lead project governance and escalation management
• Provide Board / Executive level reporting on Services portfolio, key customer projects, transformation initiatives and services revenue
• Develop scalable service models and delivery strategies
• Drive profitability, revenue forecasting, and cost optimisation
• Support business development and cross-functional initiatives
• Lead teams across Project Management and Implementation
• Foster a culture of accountability, collaboration, and excellence
• Build organisational capability through effective structure, development, and succession planning
• Partner with senior stakeholders across Local Government and Health markets
• Anticipate client needs and manage complex escalations
• Drive customer satisfaction and long-term value creation
• Champion best practices and service innovation
• Lead consolidation and transformation initiatives
• Standardise global ways of working

Requirements

• Director level leadership with strong commercial judgement
• Deep expertise in project governance, forecasting, and operational optimisation
• Demonstrated ability to align service delivery with commercial strategy to grow revenue, margin, and drive Time To Value
• Proven success leading service delivery functions at scale
• Demonstrated ability to align service delivery with commercial strategy to grow revenue, margin, and drive Time To Value
• Strong stakeholder influence across Sales, Product, Support, and Development
• Experience managing change and leading organisational transformation
• A data-driven mindset with the ability to turn insight into action
• Experience within GovTech, public sector software, or health & care markets is highly desirable.

Benefits

• Annual Leave – 3 weeks (1–5 years), 4 weeks (6–10 years), 5 weeks (10+ years), 6 weeks (20+ years).
• Sick Leave – 15 paid sick days per year (pro-rated for part-time employees).
• Bereavement Leave – Paid leave for permanent employees during times of loss.
• Statutory Holidays – Public holidays in line with provincial standards, including election day and jury duty leave.
• Parental Leave – Maternity and parental leave in accordance with Provincial Employment Standards.
• Agile Working – Access to a wide range of flexible working arrangements to support work-life balance.
• Extended Health Insurance – Comprehensive cover for employees, spouses, and legal dependents, including travel insurance.
• Dental Insurance – Coverage for routine and emergency care for employees and eligible dependents.
• Employee Assistance Plan (EAP) – 100% employer-paid confidential support services.
• Basic Life Insurance – Financial protection for you and your family.
• Accidental Death & Dismemberment Insurance – Additional financial security.
• Long-Term Disability Insurance – Income protection during extended illness.
• Spousal & Dependent Life Insurance – Additional coverage options for your family.
• Comprehensive & Compassionate Cancer Care – Specialist support services through Desjardins Insurance, offering prevention, assistance, return-to-work guidance, and expert workplace cancer support.
• Milestone Service Awards – Recognition and celebration of long-term service.
• The Civica Awards – Annual awards recognising individuals and teams making an outstanding contribution across the Group.
• Diamond Club – Our global sales incentive scheme celebrating top performers who deliver exceptional results and live our values.
• Learning & Development Platforms – Access to a wide range of leadership, technical, and soft skills training resources.