Director of Client Services

Job Title Director of Client Services Location Concord, ON 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. About Us 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. If you're someone who values progress, integrity, and practical problem-solving, you'll fit right in. What We Offer: Competitive salary with performance bonuses Comprehensive health benefits and RRSP program Commitment to professional growth A mission-driven culture focused on excellence and client satisfaction Responsibilities: 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. Client Delivery & Operational Excellence Build, lead, and mentor a high-performing Client Services team, setting clear expectations and tracking performance. Foster a culture of ownership, urgency, and client-focused execution, ensuring strong accountability across internal and external stakeholders and staff. Partner with Operations on project readiness, scheduling, and field deployment; collaborate with Sales on scoping, estimating, and proposal development. Contribute to revenue forecasting, backlog management, and long-term resource planning. Build a coaching culture that supports growth, feedback, and recognition; identify skill gaps and succession pathways. Promote strong cross-department collaboration to ensure integrated team execution and shared accountability. 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. What we're looking for: Requirements 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. Desired Skills 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. At GEMS we look for people who can champion our 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 Interested in being a part of GEMS? We look forward to your application GEMS is committed to meeting the accessibility needs of all applicants throughout the recruiting and selection process. Please let us know about any accommodation and/or support requirements. Please note that only those candidates selected for an interview will be contacted. 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. GEMS is working in partnership with HR à la carte for our recruitment efforts.