The Vice President, Client Services is a strategic executive leadership role accountable for client satisfaction, project profitability, and technical delivery excellence. This role ensures every project is delivered on time, on budget, and to the high standards clients expect from GEMS.
As the head of the Client Services function, you will lead a cross-functional team of Project Delivery, Technical Delivery, and Program Management professionals. You will be responsible for aligning GEMS’ project outcomes with client expectations and financial targets, ensuring delivery is technically sound, operationally integrated, and financially successful.
This role plays a vital part in achieving the company’s EOS-driven goals and supports our Core Focus: Getting Projects Moving for the Construction Industry.
Core Purpose
To deliver exceptional client outcomes by owning the full lifecycle of project execution, integrating technical oversight, and ensuring project profitability and satisfaction.
Key Responsibilities (EOS-Aligned)
Lead, Manage & Hold Accountable (LMA)
- Build, lead, and mentor a high-performing Client Services team (Directors, PMs, SMEs, Coordinators).
- Set clear expectations, track performance to Rocks and KPIs, and hold team members accountable.
- Instill a culture of ownership, urgency, and client-focused execution.
Client Relationship & Satisfaction
- Act as executive sponsor for key client accounts.
- Drive Voice of the Customer initiatives and customer retention metrics.
- Resolve escalations with clarity and speed, supporting PMs in de-escalation strategies.
- Champion a frictionless client experience from project kick-off through close-out.
Project Profitability & Execution
- Own full project and program P&L across geographies and disciplines.
- Collaborate with Finance and Operations to manage project budgets, resource allocation, and margin targets.
- Embed cost control and scope management discipline into PM practices.
- Oversee accurate and timely project forecasting, WIP, and invoicing processes.
Technical Oversight & Quality
- Ensure integration of Subject Matter Experts (SMEs) into scopes, estimates, and deliverables.
- Drive a high standard of technical QA/QC through collaboration with the Technical Delivery function.
- Ensure all work aligns with QMS and regulatory frameworks.
Cross-Functional Alignment
- Partner with Operations on project readiness, scheduling, and field deployment.
- Work closely with Sales to scope new projects, refine estimates, and support proposals.
- Serve as a key voice in revenue forecasting, backlog management, and resource planning.
People Leadership & Talent Development
- Foster a coaching culture that supports growth, feedback, and recognition.
- Lead workforce planning for the Client Services team, identifying skill gaps and succession needs.
- Promote collaboration across departments to ensure one-team delivery and shared accountability.
Qualifications & Skills
Required
- 10+ years’ progressive leadership experience in environmental consulting, geotechnical services, construction, or related industries.
- Proven track record of leading multi-disciplinary project teams and delivering profitable work.
- Strong financial acumen including job costing, P&L ownership, and project forecasting.
- Exceptional communication and interpersonal skills with a client-first mindset.
- Knowledge of Ontario environmental regulations, construction practices, and project lifecycles.
- Experience in EOS, or similar performance management frameworks, is highly desirable.
Preferred
- Degree in Environmental Science, Engineering, Construction Management, or related field.
- PMP or equivalent project management certification.
- Familiarity with ERP systems like Deltek or BQE for job costing and project delivery.
Success Metrics
- Achievement of project profitability targets (margin, billing realization, write-ups).
- Client satisfaction, retention, and NPS scores.
- Accuracy and timeliness of project forecasts and WIP reporting.
- Team performance against Rocks and KPIs.
- Quality audit results and technical compliance ratings.
- Team retention and engagement scores.
Core Values Alignment
This role must exemplify and champion GEMS’ core values:
- Own It: Drive accountability from initiation to close-out.
- Win Together: Collaborate across disciplines to achieve outcomes.
- Bring the Energy: Lead with urgency, optimism, and presence.
- Create Opportunities to Shine: Uplift your team through coaching and trust.
- Customer-Focused Results: Make it easier for clients to succeed.
Why Join GEMS?
At GEMS, we simplify complexity, get projects moving, and deliver environmental and geotechnical excellence that construction leaders can count on. As VP, Client Services, you’ll shape the experience and impact of our work on some of Ontario’s most critical infrastructure and land development projects
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