Civica US

North America Services Director

Civica US

full-time

Posted on:

Location Type: Hybrid

Location: Winnipeg • Canada

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Job Level

Lead

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project governanceoperational optimisationrevenue forecastingservice deliverycost optimisationdata-driven decision makingtransformation initiativesservice innovationdelivery strategiesfinancial performance standards
Soft Skills
leadershipstakeholder influencecustomer relationship managementcollaborationaccountabilitycommercial judgementchange managementorganisational transformationanticipation of client needsculture of excellence