Director of Operations

Nucleus Software

Director of Operations overseeing support departments at Nucleus Networks, a Managed IT Services provider in Canada. Driving organizational vision and operational strategy for a high-performing team.

Posted 7/16/2026full-timeVancouver • 🇨🇦 CanadaLead💰 CA$110,000 - CA$130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in strategic leadership, operational excellence, and performance management within the IT industry, with a focus on maximizing client revenue and optimizing service delivery processes. Proven ability to lead high-performing teams and drive organizational goals through effective collaboration and data-driven decision-making.

Highest-signal resume keywords

Senior Leadership ExperienceIT Industry Best PracticesData Analysis and Statistical ModelingPerformance ManagementClient Revenue Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisStatistical ModelingKPI DevelopmentPerformance Improvement PlanningOperational StrategyWorkflow OptimizationClient Lifecycle ManagementRevenue CaptureBilling ManagementAudit Preparation

Soft Skills

Collaborative LeadershipTeam DevelopmentStrategic ThinkingCommunicationCommitment to Teamwork

Industry Keywords

Managed Service Provider (MSP)Service DeliveryClient AuditsOperational ExcellencePerformance ReviewsCross-Functional CollaborationClient DocumentationNucleus Procedures

About the role

Key responsibilities & impact

Ensure the right staffing levels across every area of service delivery, including on-call coverage, and use KPIs to know exactly when it's time to open a requisition.
Partner with People & Culture on recruiting, onboarding, professional development, performance management, and retention, so every hire lands in the right seat.
Run weekly one-on-ones with Service Experience Managers and any other direct reports.
Identify underperformance early and collaborate on fair, timely performance improvement plans with clear goals and timelines.
Write and deliver annual performance reviews in collaboration with Service Experience Managers.
Collaborate directly with the COO to set and drive organizational vision and operational strategy.
Translate strategy into concrete goals, driving organization-wide goal setting, performance management, and annual operations planning.
Work with the CTO to identify IT needs, set priorities, and build the roadmap that gets us there.
Build workflows, process improvements, and tooling that make the whole department more efficient.
Maintain day-to-day Support operations and drive continuous gains in response time, resolution time, and technician output.
Assist Service Experience Managers in organizing regular Client Audits.
Communicate directly with clients as needed, keeping them informed on incidents, upcoming changes, or planned outages.
Maintain deep knowledge of the technology products and services relevant to our client base, working closely with the Growth Team.
Participate in regular cross-functional meetings with the Support, Projects and Business Transformation teams.
Ensure timesheets are accurate and approved on time across the Support department.
Own Month-End Billing, making sure every dollar of revenue is captured and invoiced correctly.
Review and approve the Monthly Overtime Report, always looking for smart ways to reduce spend.
Keep client documentation and internal Nucleus procedures current and audit-ready.

Requirements

What you’ll need

8+ years in a senior leadership role.
5+ years working for an MSP or closely related organization.
A strong, current understanding of IT industry best practices in Canada and globally.
A track record of maximizing client revenue while optimizing the full client lifecycle.
Real fluency in data analysis, statistical modeling, and metric creation, not just reporting on KPIs but knowing how to move them.
A collaborative leadership style that earns genuine commitment and teamwork across a variety of stakeholders.
Proven ability to lead and develop high-performing teams at a national scale.
Strategic thinking backed by a track record of driving operational excellence.
A self-starter who thrives in a fast-moving, high-accountability environment.

Benefits

Comp & perks

Competitive Salary & Annual Vacation Time
Comprehensive Benefits, including a Health Spending Account and RRSP Matching program
Birthdays off!