Gestionnaire, Service à la clientèle

Director of Client Services At Groundwater Environmental Management Services (GEMS) , our collaborative approach blends deep technical expertise with real-world practicality—helping clients navigate regulations smoothly and keep their projects moving without costly delays. We deliver precise data, seamless coordination, and real-world solutions that keep projects moving forward. We’re growing—and we’re looking for a Director of Client Services to take a lead role in shaping exceptional project outcomes for our clients. Since 2005, Groundwater Environmental Management Services (GEMS) has been driven by a clear purpose: to empower construction teams with practical, real-world environmental solutions that keep projects moving forward—safely, responsibly, and compliantly. We’re not environmentalists—we’re environmental enablers. Our team understands the pressures of construction and the importance of getting things done right. We work alongside contractors to navigate environmental obligations without slowing progress. At GEMS, we believe responsible construction is not only possible—it’s essential. That’s why we focus on solutions that balance compliance with real-world project demands. Competitive salary with performance bonuses As our Director of Client Services, you will be 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 Client Services, you will lead a cross-functional team of Project Delivery, Technical Delivery, and Program Management professionals. You will be responsible for aligning project outcomes with client expectations and financial targets, ensuring delivery is technically sound, operationally integrated, and financially successful. Build, lead, and mentor a high-performing Client Services team, setting clear expectations and tracking performance. Partner with Operations on project readiness, scheduling, and field deployment; Contribute to revenue forecasting, backlog management, and long-term resource planning. Build a coaching culture that supports growth, feedback, and recognition; Project and Technical Scopes Serve as executive sponsor for key accounts, driving customer satisfaction, retention and company value initiatives. Resolve escalations quickly and effectively while supporting PMs in proactive de-escalation and relationship management. Own full project and program P&L; oversee budgets, resource allocation, margins, and financial controls. Embed disciplined scope management and cost control practices within the PM team. Ensure accurate project forecasting, WIP oversight, and timely invoicing in collaboration with Finance and Operations. Integrate SMEs/Contractors into scopes, estimates, and deliverables where required to ensure technical accuracy. Uphold rigorous QA/QC standards in partnership with the Technical Delivery function; ensure all work adheres to QMS requirements and regulatory obligations. 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. ~ Knowledge of Ontario environmental regulations, construction practices, and project lifecycles. ~ Experience in EOS, or similar performance management frameworks, is highly desirable. 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. Create Opportunities to Shine : Uplift your team through coaching and trust. Customer-Focused Results : Please let us know about any accommodation and/or support requirements. Please note we are only accepting applications from those authorized to work in Canada and we are not currently sponsoring any temporary or permanent work visas.