Client Experience & Technical Delivery Lead

nucleus ltd.; Vancouver; Hybrid; CAD 95,000 - 130,000; Full time

Benefits offered by this job

Award-winning culture

Hybrid work environment

Social events

Competitive salary & vacation

Health spending account & RRSP match

Birthdays off

Job summary

Nucleus Networks in Canada is seeking a Service Experience Manager to bridge client success and technical service delivery. You will act as the primary relationship manager for assigned clients and lead a technical team to ensure high-quality, timely support.

Hybrid role with periodic on-site visits in Vancouver, Calgary or Toronto. The ideal candidate has 5+ years in client-facing MSP/IT roles, proven leadership, strong communication, and a focus on operational excellence and data-driven

Qualifications

• 5+ years in client-facing roles within a managed services or IT environment.
• Proven leadership experience managing technical teams.
• Excellent communication and organizational skills.
• Bilingual English/French is an asset.

Responsibilities

• Serve as the main contact for assigned clients and advocate within Nucleus.
• Lead client onboarding and go-live activities.
• Identify client needs and propose aligned solutions.
• Handle daily client requests, meetings, and escalations.
• Drive adoption of standards and deliver value through scorecards and audits.
• Maintain knowledge of hardware, software, and Nucleus services.
• Manage a team of technicians and provide coaching and feedback.
• Monitor KPIs including CSAT, ticket closures and response times.

Skills

Client-facing

Team leadership

Communication

Problem-solving

Organizational skills

ITIL knowledge

Servicedesk experience

Bilingual English/French

Tools

ITGlue

ConnectWise

Job description

Nucleus Networks in Canada is seeking a Service Experience Manager to bridge client success and technical service delivery. You will act as the primary relationship manager for assigned clients and lead a technical team to ensure high-quality, timely support.

Hybrid role with periodic on-site visits in Vancouver, Calgary or Toronto. The ideal candidate has 5+ years in client-facing MSP/IT roles, proven leadership, strong communication, and a focus on operational excellence and data-driven