Director of Operations, SaaS

Overview Join nesto — proudly named Canadian Rocketship 2025*. A Deloitte Fast 50 company evolving alongside Canada’s top tech innovators and disrupting a 2.1 Trillion-dollar mortgage industry at light speed by building the mortgage ecosystem of the future. BUILD lending technology with the best developers, AI engineers, and mortgage experts in the country. Work on a modern tech stack and a development framework designed to unlock your full potential and accelerate your career. Who Are You Builders. Problem-solvers. Curious minds. People who move fast, embrace innovation, and believe we’re stronger together. If you trust your skills and want to build real technology that reshapes an entire industry, join us now. Why join us Hypergrowth: Deloitte Fast 50 — 3 years in a row Tech community credibility: TechTO Canadian Rocketship 2025* Industry leadership: CLA Lending Company of the Year — 4 consecutive years Talent magnet: CMP Top Mortgage Employer 2025. Trusted technology: powering major financial institutions across Canada. An entrepreneurial culture built on trust, speed, uncomfortable ambition, being stronger together, and a relentless obsession with our clients. About Nesto And Nesto Cloud nesto is Canada’s leading provider of mortgage technology and financing solutions, managing $73B+ CAD in residential and commercial mortgages, with 1,000+ team members across 12 offices nationwide. You will be working on Nesto Cloud, Canada’s most advanced cloud platform, delivering end-to-end technology solutions for lenders in the digital age. Why we are hiring We deliver on our mission by empowering our partners to improve and streamline their mortgage lending operations with the nesto Mortgage Cloud. As Canada's most advanced cloud-based mortgage technology, our SaaS solution offers a best-in-class omnichannel experience. This platform consistently drives volume, boosts productivity, and lowers technology costs. To drive the execution of our upcoming projects, we are looking for a Director of Operations, SaaS. Work location and time zone We welcome applications from candidates located anywhere in Canada. This is a fully remote opportunity, with the flexibility to work from home or from any of our offices (Montreal, Quebec, Calgary, Toronto, Vancouver, and others). Please note that the core working hours for this role are based on the Eastern Time Zone (EST). What Success In This Role Looks Like You will successfully build, implement, lead, and scale the Service Delivery and Technical Account Manager Functions. This involves rapidly building, leading, and scaling a highly accountable organization by defining an operational strategy grounded in ITIL best practices. Ultimately, success means ensuring the Nesto Mortgage Cloud is the most reliable platform in the industry, and that our customers receive value from the service. This is achieved by delivering premier operational performance against all customer SLAs, fostering deep customer trust (evidenced by top satisfaction scores), and maintaining strategic and financial accountability through disciplined budget management and a continuous improvement culture. What You’ll Be Doing Lead, mentor, and grow the Service Delivery and Technical Account Management team, building the overall team structure and processes. 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. Who We Are Looking For 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. You shouldn’t apply if You have not delivered (IT) Service Management in an enterprise SaaS environment. You are not motivated by the challenge of building teams, defining processes, or working in a scale-up environment, preferring highly stable, low-pressure roles. You are not interested in a role that involves frequent client-facing work or high-level stakeholder negotiation. You have no passion for the fintech or mortgage technology space and are unwilling to develop domain expertise. Interview Process Recruiter Screen – 30 minutes Discovery Call with our VP, Delivery – 30 minutes Take-home Assignment followed by a Presentation and Q&A – 60 minutes Final Non-Technical Interview with two additional stakeholders – 60 minutes Criminal Record and Reference Checks + Offer The Reward The A-Team: Work alongside high-performing talent in the industry. Accelerated Growth: The slope of your learning curve here will be vertical. You will touch more production systems in one year than you would in five years at a bank. Top-Tier Coverage: Premium benefits plan fully paid by nesto, including comprehensive insurance and unlimited access to telemedicine and mental health services for you and your family. Rest & Recharge: 4 weeks of vacation to ensure you stay at peak performance. Best-in-Class Tools: Access to the resources and tech you need to execute without friction. Working framework: the environment that makes you productive and enables teamwork. Diversity and Inclusion: At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all. #nestoposition #J-18808-Ljbffr