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

ITSM

About the role

  • You will successfully build, implement, lead, and scale the Service Delivery and Technical Account Manager Functions.
  • Define and execute the overall strategy for service management 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 SLA compliance.
  • Own value creation within our customer accounts through adoption.
  • Own and manage all Service Level Agreements (SLAs) in client contracts, including Overall uptime, Service responsiveness, and Support-related SLAs (response and handling times).
  • Drive a robust Continuous Service Improvement (CSI) program, using data and metrics to identify and eliminate operational inefficiencies and ensure faster incident recovery.
  • Lead the team in building and maintaining reports on platform incidents and rigorously monitoring SLA performance.
  • Own the financial management for the Service Delivery function, including budgeting, forecasting, and cost control.
  • Build and maintain strong, client-facing relationships with senior technical and business leaders at our key customer accounts, and work closely with them on service performance reviews and issue resolution.
  • Collaborate closely with executive peers (e.g., Engineering and Product) to ensure operational readiness is a core 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.
  • Extensive experience delivering IT Service Management in an enterprise SaaS environment.
  • Demonstrated experience building a service delivery function from the ground up in a growing SaaS company.
  • A proven track record of managing enterprise customer relationships at a senior level, especially during critical incidents.
  • An expert-level understanding of incident, problem, change, and release management processes.
  • A data-driven, strategic mindset with the ability to translate operational metrics into business insights for an executive audience.
  • Preferred but not a must: Experience in the financial services or mortgage industry.
  • Bilingualism in French and English.
  • ITIL v4 Managing Professional or ITIL Expert certification is strongly preferred.
Benefits
  • Premium benefits plan fully paid by nesto, including comprehensive insurance and unlimited access to telemedicine and mental health services for you and your family.
  • 4 weeks of vacation to ensure you stay at peak performance.
  • Access to the resources and tech you need to execute without friction.
  • Working framework: the environment that makes you productive and enables teamwork.

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
LeadershipClient Relationship ManagementStrategic MindsetCommunicationCollaborationProblem SolvingOperational ReadinessData-Driven Decision MakingNegotiationInterpersonal Skills
Certifications
ITIL v4 Managing ProfessionalITIL Expert