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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: 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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