Director, Implementations & Delivery

Director, Implementations & Delivery

Mesa, Arizona, United States

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we've 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, you'll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you're passionate about making a meaningful difference, we'd love to hear from you.

The Role

The Director, Implementations & Delivery leads Versaterm's end‐to‐end implementation and deployment activities across assigned product portfolios, accountable for the successful installation, configuration, and go‐live execution. This role oversees delivery across a complex portfolio of public safety agency customers, ensuring consistent, high ‑ quality outcomes and customer success.

Reporting to the Vice President, Delivery Operations, the Director oversees the full project lifecycle from contract handoff through go‐live and transition to Customer Success and Support. In partnership with Sales, the Director and their team contribute to the development, review, and validation of the Statements of Work (SOWs) and related delivery requirements prior to contract execution. The role is accountable for delivery quality, implementation timeliness, scalable execution, revenue pipeline tracking and forecasting, and cost‐of‐delivery management—ensuring that implementation milestones and activities are executed predicably (on time, on budget), efficiently and in alignment with Versaterm's revenue and growth objectives and customer commitments.

The Director leads a team of Managers, Project Managers, Implementation Leads and Specialists, and other project delivery specialists, and serves as the primary escalation point for complex customer delivery issues. Working closely with peer Directors and cross‐functional stakeholders including Sales, Customer Success, Product, Engineering, and Finance, the Director helps ensure delivery commitments are operationally aligned, implementation practices are standardized, and customer deployments are executed consistently, efficiently, and with strong operational discipline.

What You Do

Strategic Leadership & Delivery Operating Model

• Contribute to and execute the multi‐year strategy for Versaterm's Implementations & Delivery function, aligned with company growth, product expansion, and customer acquisition objectives.
• Collaborate closely with peer Directors and the VP-Delivery to establish, standardize, maintain, and continuously improve the implementation operating model—including scoping standards, project methodology, handoff protocols, and go‐live criteria to ensure consistency, quality, scalability, and repeatability across all implementation engagements regardless of product line, account size, or geographic complexity.
• Partner with Sales during pre‐sales to validate implementation scope, SOW, delivery timelines, and cost estimates, ensuring customer commitments are achievable and aligned with delivery expectations.
• Champion and embed Versaterm's values across the delivery function, fostering a culture of customer focus, accountability, collaboration, operational excellence, and continuous improvement.

Delivery Execution & Project Oversight

• Oversee the end‐to‐end delivery of all implementation projects within assigned product portfolios, including system configuration, hardware or software deployment, integration installation, testing, training and go‐live readiness.
• Ensure all projects are delivered in alignment with approved scope, SOW, delivery timelines, quality standards, and budget expectations, with milestones, risks, dependencies, and key delivery decisions clearly documented, communicated, and tracked.
• Partner with Sales, Finance, and internal stakeholders to validate implementation 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 go‐live processes that enable successful customer adoption and seamless transition to Customer Success and Support teams.
• Partner with Product, and Engineering to support new product introduction readiness, ensuring implementation and deployment teams are trained and equipped with scalable, repeatable, and well-documented deployment methodologies that promote efficiencies, delivery consistency as new Versaterm solutions are released.

Revenue Pipeline, Forecasting & Financial Accountability

• Maintain visibility into implementation pipeline status, contracted delivery commitments, billing milestone achievement, and resource capacity to support accurate forecasting, billing readiness, and revenue recognition timelines.
• Partner with Finance and Leadership to support implementation revenue forecasting activities by providing accurate delivery timelines, milestone status, deployment risks, and capacity planning/resource utilization inputs.
• Hold delivery teams accountable for achieving implementation milestones, and customer commitments that support contractual obligations and organizational delivery objectives.
• Monitor and manage cost‐of‐delivery per project, identifying efficiency opportunities, escalating margin risk, and supporting implementation profitability objectives.
• Provide regular reporting to leadership on implementation pipeline, project health, project delay analysis, revenue recognition risk, resource utilization, and capacity against demand.

Customer Relationship Management & Issue Resolution

• Oversee customer expectation management throughout the implementation lifecycle, ensuring customers receive clear communication, realistic timelines, proactive risk visibility, and disciplined follow‐through.
• Act as the senior escalation point for complex customer issues, implementation risks, delivery disputes, or high‐risk accounts, coordinating timely cross‐functional resolution.
• Collaborate with peer delivery leaders to promote consistent customer engagement practices, escalation management processes, and communication standards across all product portfolios.
• Monitor project health, delivery performance and customer‐reported issues, driving structured solutions to delivery problems and challenges.
• Ensure customers—particularly state‐level and high‐value accounts—receive appropriate senior delivery oversight and tailored engagement throughout their implementation.
• Partner closely with Customer Success to ensure structured post‐go‐live transitions, 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 to customers.
• Collaborate with Sales, Legal, Product and Finance on contract language, milestone definitions, change order management, and billing alignment ensuring deliver impacts, customer commitments, timelines, and cost implications are operationally assess and aligned
• Identify systemic risks, recurring delivery challenges, operational inefficiencies, and process gaps—partnering with peer delivery leaders to drive improvements in playbooks, tooling improvements, and team capability development.
• 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 develop managers, project managers, implementation leads and specialists, and others involved in project delivery.
• Establish clear performance expectations, provide ongoing coaching and accountability, and manage performance consistently to ensure delivery standards and customer commitments are achieved across all delivery projects.
• Build team skills and expertise through structured coaching, knowledge-sharing practices, training programs, and defined career pathways.
• Oversee capacity planning, utilization, and workload distribution, including cross-training, to ensure scalable and effective resourcing aligned to implementation pipeline demand.
• Develop and implement succession plans; identify and grow internal talent for increased scope and responsibility.

What You Bring

• Bachelor's degree in a relevant specialty such as Business Administration, Computer Science, Engineering, or a related field; PMP or equivalent certification is an asset.
• 10–15 years of experience in software implementation, professional services, technical project delivery, or related roles, with 5+ years of progressive people leadership experience including managing managers.
• Proven success leading implementation or professional services in an enterprise software or SaaS environment, with direct accountability for delivery quality, timelines, and financial outcomes.
• Strong understanding of system deployment lifecycles, project scoping, project delivery, and go‐live readiness frameworks.
• Experience tracking and managing implementation revenue pipelines, forecasting delivery‐tied revenue, and holding teams accountable to milestones that drive recognition.
• Strong financial acumen, including managing cost‐of‐delivery, monitoring margin by project, and contributing meaningfully to financial forecasting and capacity planning conversations with Finance and Executive Leadership.
• Experience partnering with Sales during pre‐sales to validate scope, establish realistic timelines, and ensure implementation commitments are commercially sound.
• Exceptional communication and stakeholder‐management skills; comfortable managing executive‐level customer relationships and presenting delivery performance to internal leadership.
• Demonstrated ability to lead through ambiguity, navigate competing delivery priorities, and resolve complex cross‐functional challenges with composure