Director of Operations, SaaS
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Job Description
Director of Operations leading Service Delivery for nesto’s mortgage technology. Building and managing high-performing teams to enhance operations and client relationships.
Responsibilities:
- 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.
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