Service Delivery Manager

About Us Founded in Montreal in 2018, nesto is a leading Canadian fintech company on a mission to offer a positive, empowering, and transparent property financing experience. What started as a digital mortgage broker has quickly evolved into Canada's leading direct-to-consumer (D2C) online lending platform. Through Nesto Cloud, our B2B, cloud-native, end-to-end mortgage technology platform, we empower financial institutions, credit unions, and commercial real estate lenders with intelligent automation, real-time compliance, and seamless integrations across the full lending lifecycle. Together, nesto and CMLS Financial form the Nesto Group, Canada's leading provider of mortgage technology and financing solutions, managing over $73 billion CAD in residential and commercial mortgages with 1,300+ team members across 12 offices nationwide. Why Join Us nesto is a place for builders, problem-solvers, and curious minds – people who move fast, embrace innovation, and believe we're stronger together. This is the place for you if you trust your skills and want to build technology that reshapes an entire industry. You can expect to be surrounded by a talented team building lending technology on a modern tech stack and a development framework designed to unlock your full potential and accelerate your career. An entrepreneurial culture built on trust, speed, uncomfortable ambition, being stronger together, and a relentless obsession with our clients. Our Track Record 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 Work Location This role is open to candidates anywhere in Canada, with a preference for those in the EST time zone. Due to the nature of the role, this team participates in an on-call rotation. This is a remote position, with the option to work from any of our offices across the country. Why We Are Hiring We're building a new service delivery team to support major B2B partnerships – this is a ground-floor opportunity to join a team of 3, building the function from scratch, reporting to the Director of Service Delivery. Over the next several months, the team will design and build the framework, tooling, and processes that our service runs on – everything from incident and change management to SLA reporting – before we go live. This is a build-then-operate role. The early months are about creating the playbook from scratch; once we go live, the team shifts into running and refining what we've built. This is for people who'd rather build the system than inherit one. Our current tech stack includes Datadog, Atlassian (Jira/Confluence), incident.io, and GCP. What You'll Be Doing Build and execute the operational framework for incident management, change management, and SLA reporting – the structure our service runs on Develop problem management practices as patterns emerge from incident management, so recurring issues get solved at the root Own SLA reporting end-to-end – from data pipeline design to the monthly report that lands in front of enterprise partners Act as the operational face of nesto to enterprise partners – running incident bridges, presenting SLA reports, defending change decisions Use AI as a core part of how you work – drafting runbooks, analyzing incident patterns, generating reports, building internal tooling. We expect this to be a force multiplier, not an occasional aid. Participate in an on-call rotation to keep the service reliable What Success Looks Like By our launch milestone: The incident management, change management, and SLA reporting frameworks are built, documented, and validated with our launch partner. You've run tabletop exercises and dry runs, and the team is ready to operate under contractual SLAs from day one. 6 Months Post-Go-Live: We're running the operation you built, refining it with real incident and change data. Problem management practices are emerging from patterns. You're presenting monthly SLA reports to enterprise partners with confidence. What You Bring 8+ years of relevant experience , with at least 3 years specifically in service delivery Hands-on expertise across incident, change, and problem management, plus SLA reporting – you’ve owned these, not just participated Experience operating under a contractual SLA with financial penalties – not just internal targets A balance of technical depth (SRE-style) and process design – you can read a system architecture diagram and write the runbook for it Client-facing SaaS experience – comfortable presenting to, negotiating with, and pushing back on enterprise customers Strong, assertive communication – you can hold the line in a difficult client conversation without escalating it Nice-to-Have Experience in a regulated, compliance-heavy industry (banking, fintech, insurance, healthcare). Familiarity with our stack: Datadog, Atlassian suite, incident.io Background in SRE, sysadmin, technical account management, or business analysis. Track record of using AI tools (Claude, ChatGPT, Copilot, custom agents) to ship operational work faster – not just experimentation ITIL certification or equivalent grounding in service management framework Bilingual in French and English This Role Might Be for You If You're energized by building service delivery processes from scratch and thrive when there's no playbook to follow. You're highly organized and process-oriented, and you know how to turn contracts and frameworks into reliable, repeatable operations You stay steady and adaptable when scope is still taking shape and things need to be figured out as you go You work independently and take ownership – you don't need someone checking in every two hours You bring a design-minded approach to building new solutions You Shouldn't Apply If You need a fully defined, stable environment to do your best work – this role is about building from the ground up You prefer to operate within an existing system rather than create one You're uncomfortable being the operational face of nesto in front of enterprise customers, including during incidents You see AI tools as optional or experimental rather than core to how modern service delivery gets done Interview Process Recruiter Screen (30 min): A quick intro call to learn about your background and give you a real picture of the role. Discovery Call (30 min): A conversation with the hiring manager to dig into your experience and assess mutual fit. Take-Home Assignment / Case Study: A practical, open-ended exercise relevant to the role. We respect your time – expect ~3-4 hours of work. Case Study Interview (60 min): A deep dive into your submission, with time to get to know some team members and ask about the role and company. Final Interview (60 min): A final conversation with additional stakeholders before a decision is made. Offer Stage: Pending successful background, criminal, and reference checks, you'll receive a formal offer to join the team. What We Offer Comprehensive Health Coverage: Top-tier extended health, dental, and vision coverage, featuring 100% drug coverage. Health & Wellness Spending Account: A $1,500 combined annual flex fund for things like gym memberships or extra medical needs. Generous Paid Time Off: 4 weeks of vacation plus 8 personal floater days. Retirement Savings: Access to a group RRSP/DPSP plan featuring competitive company-matching contributions. Telemedicine Services: Access via Dialogue and coverage for licensed practitioner services. Family Support: Robust Maternity and Parental Leave Top-Up programs. Diversity and Inclusion At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all. #LI-DNI