Director of Operations, SaaS

Overview

Join nesto — proudly named Canadian Rocketship 2025*. A Deloitte Fast 50 company evolving alongside Canada’s top tech innovators and disrupting a 2.1 Trillion-dollar mortgage industry at light speed by building the mortgage ecosystem of the future.

BUILD lending technology with the best developers, AI engineers, and mortgage experts in the country. Work on a modern tech stack and a development framework designed to unlock your full potential and accelerate your career.

Who Are You

Builders. Problem-solvers. Curious minds. People who move fast, embrace innovation, and believe we’re stronger together.

If you trust your skills and want to build real technology that reshapes an entire industry, join us now.

Why join us

• Hypergrowth:
  Deloitte Fast 50 — 3 years in a row
• Tech community credibility:
  TechTO Canadian Rocketship 2025*
• Industry leadership: CLA Lending Company of the Year — 4 consecutive years
• Talent magnet: CMP Top Mortgage Employer 2025.
• Trusted technology: powering major financial institutions across Canada.
• An entrepreneurial culture built on trust, speed, uncomfortable ambition, being stronger together, and a relentless obsession with our clients.

About Nesto And Nesto Cloud

nesto is Canada’s leading provider of mortgage technology and financing solutions, managing $73B+ CAD in residential and commercial mortgages, with 1,000+ team members across 12 offices nationwide. You will be working on Nesto Cloud, Canada’s most advanced cloud platform, delivering end-to-end technology solutions for lenders in the digital age.

Why we are hiring

We deliver on our mission by empowering our partners to improve and streamline their mortgage lending operations with the nesto Mortgage Cloud. As Canada's most advanced cloud-based mortgage technology, our SaaS solution offers a best-in-class omnichannel experience. This platform consistently drives volume, boosts productivity, and lowers technology costs. To drive the execution of our upcoming projects, we are looking for a Director of Operations, SaaS.

Work location and time zone

We welcome applications from candidates located anywhere in Canada. This is a fully remote opportunity, with the flexibility to work from home or from any of our offices (Montreal, Quebec, Calgary, Toronto, Vancouver, and others). Please note that the core working hours for this role are based on the Eastern Time Zone (EST).

You will successfully build, implement, lead, and scale the Service Delivery and Technical Account Manager Functions. This involves rapidly building, leading, and scaling a highly accountable organization by defining an operational strategy grounded in ITIL best practices. Ultimately, success means ensuring the Nesto Mortgage Cloud is the most reliable platform in the industry, and that our customers receive value from the service.

This is achieved by delivering premier operational performance against all customer SLAs, fostering deep customer trust (evidenced by top satisfaction scores), and maintaining strategic and financial accountability through disciplined budget management and a continuous improvement culture.

• Lead, mentor, and grow the Service Delivery and Technical Account Management team, building the overall team structure and processes.
• 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…