Nesto Group

Director of Operations, SaaS

Nesto Group

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Job Level

Lead

Tech Stack

ITSMTypeScript

About the role

  • Lead, mentor, and develop the Service Delivery and Technical Account Management teams, establishing team structure and overarching processes.
  • Define and execute the overall service management strategy, grounded in ITIL best practices.
  • Serve as the ultimate owner and executive escalation point for all aspects of service delivery, including major incident management, release management, and adherence to Service Level Agreements (SLAs).
  • Be accountable for driving value within customer accounts through platform adoption.
  • Manage and ensure compliance with all SLAs set out in customer contracts, including overall availability (uptime), service responsiveness, and support SLAs (response and resolution times).
  • Lead a robust Continuous Service Improvement (CSI) program, using data and metrics to identify and eliminate operational inefficiencies and to ensure faster incident recovery.
  • Lead the team in creating and maintaining platform incident reporting and rigorously monitor SLA performance.
  • Take ownership of the financial management of the Service Delivery function, including budgeting, forecasting, and cost control.
  • Build and maintain strong, customer-focused relationships with senior technical and business leaders in our key accounts, collaborating closely with them on service performance reviews and issue resolution.
  • Work closely with executive peers (including Engineering and Product) to ensure operational readiness is an integral part of the product lifecycle.

Requirements

  • 8–10+ years of experience in IT Service Management, with at least 3–5 years in a leadership role managing a service delivery or technical operations team.
  • Deep experience delivering IT services in an enterprise SaaS environment.
  • Proven experience establishing a service delivery function from scratch within a growing SaaS company.
  • Demonstrated track record managing enterprise customer relationships at a senior level, particularly during critical incidents.
  • Expert-level understanding of incident, problem, change, and release management processes.
  • Data-driven strategic mindset, able to translate operational metrics into business insights for executive audiences.
  • Preferred (but not required): experience in financial services or the mortgage industry.
  • Bilingualism (French and English).
Benefits
  • Employee mortgage program: exclusive preferential rates.
  • Comprehensive health coverage: top-tier extended benefits (medical, dental, vision) with 100% drug coverage.
  • Access to a group retirement savings plan (RRSP/PRPP) with competitive company matching contributions.
  • Telemedicine and family support (supplemental programs for maternity/parental leave).
  • Flexible workplace: fully remote or from one of our offices (Montréal, Québec, Toronto, etc.).

Applicant Tracking System Keywords

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

Hard skills
IT Service ManagementService DeliveryIncident ManagementProblem ManagementChange ManagementRelease ManagementContinuous Service ImprovementData AnalysisBudgetingForecasting
Soft skills
LeadershipMentoringCustomer Relationship ManagementCollaborationCommunicationStrategic MindsetProblem SolvingOperational ReadinessTeam BuildingStakeholder Engagement