Director, Service Delivery

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.

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 a leading Canadian fintech company founded in Montreal in 2018. Our core mission is to offer a positive, empowering, and transparent property financing experience, simplified from start to finish. We initially started as a digital broker, aiming to make the complex mortgage process more transparent through technology. We quickly evolved to build Canada’s leading online mortgage lending direct-to-consumer platform, where our qualified mortgage experts are supported by advanced technology.

Since then, we have expanded our offering into a robust "mortgage ecosystem" builder, partnering with large financial institutions across Canada. Our first B2B product debuted in 2022 with IG Wealth Management, concurrent with raising a Series C funding round. A critical milestone occurred last year when nesto acquired CMLS Group. This acquisition formed the Nesto Group (under which nesto, CMLS, and its subsidiary brand Intellifi are housed), resulting in a massive increase in scale, with 1,100 employees across 12 offices nationwide and $73 billion CAD in residential and commercial mortgage assets under administration. 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, Service Delivery.

Work location, time zone, and availability We welcome applications from candidates across Canada, with a strong preference for those located in the Eastern Time Zone (EST). While this is a remote-first opportunity with the flexibility to work from home or any of our offices (Montreal, Quebec City, Calgary, Toronto, or Vancouver), the core working hours follow a strict schedule aligned with our client’s 9–5 EST requirements. Additionally, you will travel to client sites roughly once per month for 2+ days, with travel frequency expected to increase as the project scales.

What success in this role looks like You’ll successfully build, lead, and scale our Service Delivery and Technical Account Management 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 for nesto's Cloud Operations.

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

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

What We Offer 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.

#J-18808-Ljbffr