Jobs in Canada

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Added 2 months ago
N
Service Experience Manager
Nucleus
Vancouver, BC
- Full-time
…support. The SEM is both a strategic partner and a hands-on leader, championing client satisfaction, managing escalations, mentoring team members, and driving operational excellence through…
Added 4 months ago
P
Assistant superintendent-Civil & Infrastructure
Pomerleau
Montreal, Quebec
- Full-time
Pomerleau is a national leader in construction, delivering major projects across Canada. We believe in creating a workplace where people feel respected, supported, and empowered to grow.…
Added 4 months ago
PH
Speech Language Pathologist
Provincial Health Services Authority
Vancouver, British Columbia
- Full-time
…learning plans for Grade 1 and new staff in collaboration with the Program Manager/Director and PPL. Identifies and initiates learning opportunities, role development and support…
Added 5 months ago
TC
Component Rebuilder L1 (Thunder Bay)
Toromont Cat
Thunder Bay, Ontario
- Full-time
Completion of an accredited Trade School program
Added 4 months ago
VN
Process Operator
Verbio North America
Welland, Ontario
- $23.99 to $25.88 CAD / hour
- Full-time
Schedule: 12-hour shifts
Added 4 months ago
VN
Vice Shift Leader
Verbio North America
Welland, Ontario
- Full-time
Schedule: 12 hour shifts · Able to work rotating 12-hour shift schedules
Added 4 months ago
CE
PLM Program Manager
Capgemini Engineering
Longueuil, Quebec
- Full-time
Capgemini is looking for a senior PLM Program Manager to join its Global PLM Practice as part of a long-term digital transformation engagement with a major Aerospace & Defense industry…
Added 4 months ago
A
Field Sales Representative
ALLDATA
Quebec, Quebec · Greater Quebec City Metropolitan Area
- Full-time
…of choice for those who are passionate about working for a leader in the automotive software…
Added 4 months ago
B
Associate, Diligence Management, Infrastructure (Contract)
Brookfield
Toronto, Ontario
- Full-time
…and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through…
Added 5 months ago
CB
Sales Associate - CosmoProf Store # 07399
CosmoProf Beauty
Windsor, Ontario
- Full-time
Ensure our customers are informed about and enrolled in our Loyalty program.
Added 4 months ago
PM
Health Care Aide
Prairie Mountain Health
Rossburn, Manitoba
- Full-time
Health Care Aide Certificate from a recognized program
Added 4 months ago
PM
Health Care Aide
Prairie Mountain Health
Carberry, Manitoba
- Full-time
Health Care Aide Certificate from a recognized program
Added 4 months ago
VA
Principal Research Scientist-ESKAPE Pathogens
Vaccine and Infectious Disease Organization (VIDO)
Saskatoon, Saskatchewan
- Full-time
The Vaccine and Infectious Disease Organization (VIDO) is a University of Saskatchewan research centre and a global leader in infectious disease research and vaccine development for humans…
Added 4 months ago
VA
Principal Research Scientist-Bovine Respiratory Disease
Vaccine and Infectious Disease Organization (VIDO)
Saskatoon, Saskatchewan
- Full-time
The Vaccine and Infectious Disease Organization (VIDO) is a University of Saskatchewan research centre and a global leader in infectious disease research and vaccine development for humans…
Added 4 months ago
SB
Beauty Advisor (Inside Sales) Sally Beauty 05541
Sally Beauty
Ottawa, Ontario
- Full-time
Ensure our customers are informed about and enrolled in our Loyalty program.
Added 4 months ago
A
PSW Coordinator Temp. Full Time [RWW PSW Crd2 1.00] AgeCare West Williams
AgeCare
Kitchener, Ontario
- Full-time
Must have worked as a Personal Support Worker in Long Term Care
Added 4 months ago
CB
Sales Associate - CosmoProf Store # 07539
CosmoProf Beauty
Brantford, Ontario
- Full-time
Ensure our customers are informed about and enrolled in our Loyalty program.
Added 4 months ago
CC
Culinary Management | Barlow Trail
Cactus Club Cafe
Calgary, Alberta
- Full-time
A supportive leader ready to guide kitchen partners in skills development, exceptional performance and financial goals
Added 4 months ago
CC
Culinary Management | Bentall
Cactus Club Cafe
Vancouver, British Columbia
- Full-time
A supportive leader ready to guide kitchen partners in skills development, exceptional performance and financial goals
Added 4 months ago
CC
Culinary Management | Pemberton Avenue
Cactus Club Cafe
North Vancouver, British Columbia
- Full-time
A supportive leader ready to guide kitchen partners in skills development, exceptional performance and financial goals
Added 4 months ago
CC
Culinary Management | Byrne Road
Cactus Club Cafe
Burnaby, British Columbia
- Full-time
A supportive leader ready to guide kitchen partners in skills development, exceptional performance and financial goals
Added 4 months ago
CC
Culinary Management | Station Square
Cactus Club Cafe
Burnaby, British Columbia
- Full-time
A supportive leader ready to guide kitchen partners in skills development, exceptional performance and financial goals
Added 4 months ago
CC
Culinary Management | Coal Harbour
Cactus Club Cafe
Vancouver, British Columbia
- Full-time
A supportive leader ready to guide kitchen partners in skills development, exceptional performance and financial goals
Added 4 months ago
CP
Production Worker
Canada Packers Inc.
Lethbridge, Alberta
- Full-time
Canada Packers is a pork Company headquartered in Mississauga, Ontario. We are a global leader in sustainably produced, premium quality, value-added pork products, built on a legacy of…
Added 4 months ago
PR
Shift Leader
Panda Restaurant Group
Sherwood Park, Alberta
- Full-time
Our Panda Shift Leader associates are important leaders of our team and are responsible for bringing Panda’s mission alive in our restaurants by supporting management in creating food with…

Nucleus

Service Experience Manager

Vancouver, BC, V7X 1M4, Canada

Full-time

Apply on nucleus.bamboohr.com About employer

Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Aug 21, 2026

Original job description

Supercharge your career at Nucleus Networks!

What makes Nucleus different from other Managed IT Services providers? To start, our focus goes beyond just keeping the lights on. We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow.

We are a team of over 80 experienced professionals focused on providing industry-leading IT Services to clients across Canada. Headquartered in downtown Vancouver with operations in BC, Alberta and Ontario, Nucleus operates on a remote-first, hybrid work model.

We've been nominated as one of BC’s top 10 Best Workplaces and have been a top 5 Finalist for BC’s Best Company. We pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible.

We’ve been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSPs in Canada. Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and help us get there!

Role Summary

The Service Experience Manager (SEM) is a hybrid leadership role that bridges client success and technical service delivery. This role is responsible for ensuring exceptional client experience by acting as the primary relationship manager for assigned clients, while also leading a technical team to deliver high-quality, timely support. The SEM is both a strategic partner and a hands-on leader, championing client satisfaction, managing escalations, mentoring team members, and driving operational excellence through data and processes.

This role can be located in or around Vancouver, BC, Calgary, AB, or Toronto, ON. Periodic on-site visits to client locations are required as part of this role.

Key Responsibilities

Client Success & Relationship Management

Serve as the main point of contact for assigned clients, building strong relationships and acting as their advocate within Nucleus.
Lead client onboarding and ensure seamless go-live experience.
Proactively identify client needs and recommend solutions aligned with business goals.
Handle day-to-day client requests including meetings, invoicing questions, and service escalations.
Drive adoption of Nucleus standards and participate in the delivery of value through Technology Scorecards, routine audits, and other initiatives.
Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.

Team Leadership & Operational Oversight

Manage a team of technicians, providing coaching, mentorship, and performance feedback.
Act as the technical escalation point for the team and ensure timely resolution of client issues.
Monitor and report on key performance indicators (KPIs) such as ticket closures, Client Satisfaction (CSAT), response/resolution times, and utilization.
Collaborate with internal departments to align service delivery with client expectations and internal standards.
Conduct regular one-on-ones, performance reviews, and support employee development plans.

Strategic Initiatives & Quality Assurance

Lead initiatives to improve service quality, standardization, and process adherence.
Participate in cross-functional meetings to align on client experience, retention strategies, and revenue generation.
Maintain accurate documentation on platforms such as ITGlue and ConnectWise.
Support continuous improvement through feedback loops, training, and internal collaboration.
Perform quality assurance (QA) on support tickets and project documentation, offering constructive feedback and coaching as needed.

Required Skills & Qualifications

5+ years in client-facing roles within a managed services or IT environment.
Proven leadership experience managing technical teams.
Self-motivated with the ability to work in a fast-moving environment.
Strong communication, problem-solving, and organizational skills.
Ability to balance strategic thinking with hands-on execution.
Familiarity with ITIL, service desk operations, and client success methodologies.
Industry certifications (CompTIA, Cisco, Microsoft) are preferred.
Bilingual (English/French) is an asset.

Perks!

An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
Hybrid Remote Environment
In-Person and Virtual Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
Competitive Salary & Annual Vacation Time
Comprehensive Benefits, including a Health Spending Account and RRSP Matching program
Birthdays off!

All qualified applicants will receive consideration for employment without regard to Canadian experience, race, colour, ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, or age.

AI technology is not used in Nucleus' hiring process.

This posting is to fill an existing vacancy.

Apply on nucleus.bamboohr.com About employer

More about this job

Responsibilities

The Service Experience Manager acts as the primary relationship manager for clients while leading a technical team to ensure high-quality service delivery. This role involves driving operational excellence, managing escalations, and mentoring staff to meet performance KPIs.

Requirements

Candidates must have at least 5 years of experience in client-facing roles within a managed services or IT environment. Strong leadership, communication, and problem-solving skills are required, with familiarity in ITIL and service desk operations.

Skills

Technical Leadership
Service Delivery
Team Mentorship
Operational Excellence
Escalation Management
ITIL
Service Desk Operations
Client Onboarding
Performance Management
Quality Assurance
Strategic Planning
Communication
Problem-solving
Organizational Skills

Benefits

Health Spending Account
RRSP Matching program
Comprehensive Benefits
Annual Vacation Time
Birthdays off
Staff Socials

Visa sponsorship

Not detected in the job text

Keywords

Managed IT Services
MSP
Client Success
Technical Support
ITGlue
ConnectWise
KPIs
CSAT
CompTIA
Cisco
Microsoft
ITIL
Service Desk
Onboarding
Technology Scorecards
Audits
Quality Assurance
Leadership
Mentorship
Strategic Initiatives

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Work requirements

Jobs in Canada