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Added 2 months ago
Operations Technology Product Designer
Lyft
Montreal, QC
We are looking for a passionate Product Designer to join our Montreal office to work on Lyft’s micromobility Operations Technology team.
Added 3 months ago
P
Finance Contracts Analyst
PointClickCare
Mississauga, ON
- Full-time
Reporting directly to the Finance Enablement Manager, the Finance Contracts Analyst plays a critical role in ensuring accurate, compliant, and efficient billing and revenue operations. This…
Added 4 months ago
SS
Intermediate Electrical Engineer
Sunbelt Solomon
Edmonton, Alberta
- Full-time
Reporting to the Operations Manager -the Intermediate Electrical Engineer will be accountable for executing projects through sound engineering expertise and project management, engaging in…
Added 3 months ago
A
Senior Project Manager, Government Solutions
Archistar
Remote, Canada
- Full-time
- Remote
…property developers to modernize planning systems, streamline development approvals, and accelerate housing delivery through intelligent…
Added 2 months ago
Product Manager
Rogers Communications
Toronto, ON
Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each…
Added 3 months ago
K
Manager, IT Financial Management (12 Month Contract)
KPMG
Toronto, ON · ON
- Temporary
KPMG is looking for a Manager, IT Financial Management to join our Information Technology Services (ITS) team. This role supports the financial management and business operations of ITS,…
Added 2 months ago
SAP iXp Intern - Technical Project Coordinator
SAP
Vancouver, BC
The SAP Internship Experience Program is SAP’s global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers. This is more…
Added 4 months ago
BC
OT Cybersecurity Manager
British Columbia Rapid Transit Company
Vancouver, British Columbia
- Full-time
In collaboration with the Systems Manager, provides comprehensive guidance and expertise to BCRTC in cybersecurity governance and planning to enhance the maturity of the security program…
Added 4 months ago
ME
Chief Financial Officer
MNP Executive Search & Professional Recruitment
Nanaimo, British Columbia
- Contract
Potential for development into an industrial park, logistics hub, or complementary processing operations
Added 4 months ago
CN
Administrative Assistant (Security)
Canadian Nuclear Laboratories
Local Government District of Pinawa, Manitoba · Pinawa, MB
- Full-time
Organizing meetings, workshops, and special events on behalf of the Security Manager and Security Operations Lead. Composing, formatting, and distributing correspondence, agendas, meeting…
Added 3 months ago
AW
Senior Manager, Advisor Learning & Development
Aviso Wealth
Remote, Canada
- $120,000 to $140,000 CAD / year
- Full-time
- Remote
We’re looking to fill an opening for a Senior Manager, Advisor Learning & Development, to join our Learning and Development team.
Added 3 months ago
AW
Senior Manager, Advisor Learning & Development
Aviso Wealth
Remote, Canada
- $120,000 to $140,000 CAD / year
- Full-time
- Remote
We’re looking to fill an opening for a Senior Manager, Advisor Learning & Development, to join our Learning and Development team.
Added 3 months ago
AC
Electrician (Journeyperson)
Armstrong Collective
Kamloops 1, BC
- Full-time
Reporting to the Manager, Mechanical, the Electrician is an integral team member of the Rocky Mountaineer Operations and Mechanical team. The Electrician will be responsible for maintaining…
Added 2 months ago
Virtual Business Advisor, Canadian Banking - Halifax
Scotiabank
AB · Halifax, AB
Superior business development, customer focus and communication skills with an ability to build trust with customers over the phone.
Added 3 months ago
HP
Software Developer - Data and AI (12 month contract)
Hammond Power Solutions
Guelph, ON
- Full-time
Reporting to the Manager, Software Development, this role designs, develops and maintains enterprise data solutions that support business operations and strategic decision-making, including…
Added 3 months ago
RO
Coordinator, ROMKids
Royal Ontario Museum
Toronto, ON
- $66,441 to $75,933 CAD / year
- Full-time
Reporting to the Assistant Manager, ROMKids and Manager, ROMKids, you will coordinate the day-to-day delivery of camps, clubs, early years programs, and other ROMKids initiatives while…
Added 3 months ago
RO
Assistant Manager, ROMKids (12-month Contract)
Royal Ontario Museum
Toronto, ON
- $90,488 to $106,457 CAD / year
- Full-time
This role blends operations, program development, and people leadership, ensuring programs are safe, inclusive, developmentally appropriate, and engaging. The position requires regular…
Added 3 months ago
Specialist, Orientation & Mobility
Vision Loss Rehabilitation Canada
Victoria, BC
…clients to develop or to restore activities of daily living skills, to promote their independence, to enhance safety and mobility. We work closely with ophthalmologists, optometrists, and…
Added 3 months ago
BE
Heavy Equipment Delivery Driver (AZ Class)
Battlefield Equipment Rentals
Brampton, ON
- Full-time
Inspect loads and equipment during deliveries and report any damages or issues to the manager promptly.
Added 3 months ago
BE
Delivery Driver (G Class)
Battlefield Equipment Rentals
Timmins, ON
- Full-time
Inspect loads and equipment during deliveries and report any damages or issues to the manager promptly.
Added 3 months ago
Application Specialist
Miller Thomson
London, ON · Toronto, ON · Vaughan, ON · Waterloo, ON · Regina, SK · Saskatoon, SK · Vancouver, BC · Edmonton, AB · Calgary, AB · Montreal, QC
…optimization of the Firm’s business applications. Reporting to the Manager, Application and Development, this role ensures that enterprise applications operate effectively, meet user needs…
Added 2 months ago
EHS Manager, Digital Solutions
Aecon
Calgary, AB · Edmonton, AB · Toronto, ON · Vancouver, Brit
…artificial intelligence (AI), and emerging technologies. The Manager works closely with EHS, Operations, IT, and external technology partners to identify innovative solutions, improve…
Added 1 month ago
Globalization Tech Lead
Okta
Toronto, ON
Okta is looking for a highly skilled Globalization Engineer to be the technical backbone of our global digital operations. You will be responsible for owning, building, and optimizing the…
Added 3 months ago
CP
Application Support Analyst
CAAT Pension Plan
Toronto, ON · Head Office
- Full-time
We are seeking an Application Support Analyst for our Information Technology team. Reporting to the Senior Manager, Enterprise Applications & Service Delivery the Application Support…
Added 2 months ago
N
Service Experience Manager
Nucleus
Vancouver, BC
- Full-time
…clients across Canada. Headquartered in downtown Vancouver with operations in BC, Alberta and Ontario, Nucleus operates on a remote-first, hybrid work…

Nucleus

Service Experience Manager

Vancouver, BC, V7X 1M4, Canada

Full-time

Apply About employer

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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.

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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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