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Added 1 min ago
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Senior Program Manager, Canada Transportation - NDPE
Amazon
Toronto, ON
- Full-time
Amazon's transportation network is a critical driver of the customer experience flywheel, where faster delivery speeds and lower shipping costs attract more customers, generate more volume,…
Added 1 min ago
TR
Marketing And Communications Coordinator
Thompson Regional Airport
Thompson, MB
- Full-time
The Marketing & Communications Coordinator leads the day-to-day delivery of marketing and communications for the Thompson Regional Airport Authority (‘TRAA’), including Thompson Regional…
Added 1 min ago
MO
Manager, National Asset and Recovery
Meridian OneCap Credit Corp.
Toronto, ON
- Full-time
Our team is known as industry leaders. We’ve earned our reputation through consistent delivery of financing programs with the most efficient transaction process and superior customer…
Added 1 min ago
CM
Research Manager
Canadian Myeloma Research Group
Vaughan, ON
- $75,000 to $95,000 CAD / year
- Full-time
Ensure the Project Manager leads trial delivery while the Clinical Research Associate provides execution support.
Added 1 min ago
PH
Operations Manager, ICI Buildings - Permanent - 4282
Parker Huggett - A Division of LRO Staffing
Toronto, ON
- Full-time
…Ontario Buildings group, we are searching for an Operations Manager to lead their major ICI projects across the province. This is a chance to own complex, high-value builds from…
Added 1 min ago
ME
Senior Transmission Engineer
Morson Edge
Burnaby, BC
- $75 to $125 CAD / hour
- Contract
…supporting projects across the full lifecycle while ensuring delivery is safe, high-quality, on time, and within budget. The position requires strong technical expertise, leadership of…
Added 1 min ago
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Senior Executive, Technology Strategy and Transformation
QuantumSmart
Toronto, ON
- Full-time
Work closely with Project Managers and technical teams to ensure the effective execution and delivery of technology initiatives, providing technical guidance, strategic direction, and…
Added 1 min ago
PH
Senior Project Coordinator & Project Manager, ICI - Permanent - 4314
Parker Huggett - A Division of LRO Staffing
Calgary, AB
- Full-time
…regarded ICI general contractor in Calgary to grow their project delivery team. Backed by a strong and growing pipeline of institutional, commercial, and industrial work across Alberta, our…
Added 1 min ago
OL
Recreation Assistant - Part Time
Optima Living
Cochrane, AB
- Part-time
Reporting to the Recreation Manager, the Recreation Assistant assists in planning and implementing therapeutic programs to meet the social, cognitive, physical, emotional and spiritual…
Added 1 min ago
NW
Manager of Outreach Programs and Services
Native Womens Centre
Hamilton, ON
- Full-time
Job Title: Manager of Outreach Programs and Services
Added 1 min ago
Outside Sales Representative
PFG | Performance Good Group
Calgary, AB
Educate the customer on convenience and foodservice programs, new product promotions, marketing policies, service, delivery specifics, and industry activities.
Added 1 min ago
EC
Director of Operations, Instrumentation and Monitoring
EnGlobe Corp.
Toronto, ON · Etobicoke, Ontario
- Full-time
Lead the operations of the Instrumentation and Monitoring practice to achieve business objectives related to project delivery, quality, client satisfaction, profitability, employee…
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Mortgage Specialist
BMO
St. Catharines, ON
- Full-time
Supports the delivery of targeted marketing programs, promotions, and other initiatives.
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Engineer I
Baxter International Inc.
Alliston, ON
- Full-time
…continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and…
Added 16 mins ago
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Part Time - IT Systems Support Technologist
George Brown Polytechnic
Toronto, ON
- Part-time
Reporting to the IT Service Delivery Manager or the IT
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F
Senior Backend Engineer (TypeScript)
Fig
Toronto, ON
- Full-time
…hiring a Senior Backend Engineer, reporting to the Engineering Manager of our digital banking team, to build the backend of our new…
Added 16 mins ago
Team Lead - Digital Construction
Pomerleau
Toronto, ON
Master various project delivery methods (Design-Build, PPP, etc.).
Added 16 mins ago
TH
First Nation Education Advocate
Tr’ondëk Hwëch’in Government
Dawson City, YT
- Full-time
Under the direction of the Hätrʼunohtän Zho Manager, the First Nation Education Advocate (FNEA) is responsible for providing direct support for First Nations youth who have been identified…
Added 16 mins ago
JE
Launch Manager
Johnson Electric
Ancaster, ON · Canada - PM Ancaster (General)
- Full-time
Join Our Team as a Launch Manager at Johnson Electric!
Added 16 mins ago
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Service Experience Manager
Nucleus
Vancouver, BC
- Full-time
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…
Added 16 mins ago
Communications Manager
The Alpine Club of Canada
Canmore, AB
The Communications Manager plays a key role in shaping and delivering the ACC’s messaging across digital, print, and media platforms. This position supports member engagement, promotes ACC…
Added 30 mins ago
K
Project Manager - Water / Waste Water
Kiewit
Burnaby, BC
- Full-time
Kiewit is seeking an experienced Project Manager with a water and waste water experience to lead the delivery of a major infrastructure projects in Western Canada. Project Managers at…
Added 30 mins ago
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Existing Building Performance Lead
BPA
Toronto, ON · Greater Toronto Area, Canada
- Full-time
This is primarily a billable technical and project delivery role. You will work with building performance analysts and energy modellers, existing building engineers, Building Science and…
Added 30 mins ago
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Program Manager
Dexian
Toronto, ON · Greater Toronto Area, Canada
- Contract
Strong Project/Program Manager with proven experience managing complex portfolios and driving successful project delivery.
Added 30 mins ago
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Program Manager
JSG (Johnson Service Group, Inc.)
Calgary, AB
- Contract
We are looking for an experienced Program Manager to support project delivery at JSG’s client. This role will be responsible for planning and managing multiple projects and programs within…

Nucleus

Service Experience Manager

Vancouver, BC, V7X 1M4, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 6, 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 aligning IT services with client business goals.

Requirements

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

Skills

Technical team leadership
Service delivery
ITIL
Service desk operations
Problem-solving
Strategic planning
Performance management
Mentorship
Quality assurance
Communication
Organizational skills
ConnectWise
ITGlue

Benefits

Health spending account
RRSP matching program
Annual vacation time
Birthdays off
Comprehensive benefits

Visa sponsorship

Not detected in the job text

Keywords

Managed IT Services
MSP
Client Success
Service Delivery
Technical Leadership
ITIL
ConnectWise
ITGlue
KPIs
CSAT
Technology Scorecards
Onboarding
Quality Assurance
CompTIA
Cisco
Microsoft
SMB
Hybrid Work
Relationship Management
Operational Excellence

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