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Added 1 min ago
Corporate Air Escalations Specialist - Toronto, Vancouver, Montreal
Flight Centre
Quebec, QC
…Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the…
Added 14 mins ago
DC
Program Leader (Environmental Services)
Defence Construction Canada
Halifax, NS
- Full-time
Promote and manage business development opportunities
Added 14 mins ago
D
Account Executive, ENT | North America
Deel
Canada
- Full-time
…is to unlock global opportunity for every person, team, and business. Built for the way the world works today, Deel combines HRIS, payroll, compliance, benefits, performance, and equipment…
Added 15 mins ago
NG
Process Engineer / Process Improver
NSG Group
Collingwood, ON
- Full-time
The Process Engineer is a key technical leader responsible for the optimization, standardization, and continuous improvement of manufacturing processes of a high-performance, 24/7…
Added 15 mins ago
CG
Regional Operations Controller
Compass Group Canada
Mississauga, ON
- Full-time
Lead effort to improve business performance, supporting decision making and guiding financial management
Added 15 mins ago
K&
Operations Manager – Night Shift
Kohl & Frisch Limited
Toronto, ON
- Full-time
We’re looking for a leader who is comfortable being on the floor, engaging with employees, challenging the status quo, and turning ideas into action. Someone who can balance the demands of…
Added 15 mins ago
RC
Transaction Accounting Director
RSM Canada
Toronto, ON
- Full-time
…accounting policies and evolving tax regulations mean that business and professional services firms face an ever-changing business landscape. With more than 80 years of industry expertise,…
Added 15 mins ago
HT
VP, Accounting & Controllership (Husky)
Husky Technologies
Bolton, ON
- Full-time
…with us as we pursue our ambitious growth strategy. We are a leader in developing state-of-the-art technology and it is this technology base that uniquely positions us to serve customers…
Added 15 mins ago
ML
MRO Coordinator
Maple Leaf Foods Inc
Mississauga, ON
- $47,000 to $69,000 CAD / year
- Full-time
The MRO Coordinator is an experienced MRO leader with at least 3 years of experience in an inventory, warehousing or purchasing management role applying proven MRO best practices in an…
Added 15 mins ago
TR
Manager, Events and Corporate Partnerships
The Royal Conservatory of Music
Toronto, ON
- $75,000 to $83,000 CAD / year
- Full-time
…regularly perform on major international stages. The RCM is also a leader in the development of early childhood education programs and arts-based social programs, and presents a diverse…
Added 15 mins ago
YC
SAP Analyst
York Catholic District School Board
Aurora, ON
- Full-time
…configuring and optimizing SAP modules to support evolving business needs. The role requires close collaboration with functional teams to ensure seamless SAP operations and drive continuous…
Added 15 mins ago
AS
Journeyman Electrician
ATCO Structures
Kamloops, BC
- Full-time
ATCO Structures is a worldwide leader in modular design, manufacturing, and construction. Through our solutions to workforce accommodation, office and commercial buildings, classrooms,…
Added 15 mins ago
AS
Apprentice Electrician
ATCO Structures
Kamloops, BC
- Full-time
ATCO Structures is a worldwide leader in modular design, manufacturing, and construction. Through our solutions to workforce accommodation, office and commercial buildings, classrooms,…
Added 15 mins ago
HT
Designer, Development (Electrical)
Husky Technologies
Bolton, ON
- Full-time
Husky Technologies™ is a global leader in the design and manufacture of high-performance injection molding systems and automated manufacturing solutions. Engineers at Husky work on new…
Added 15 mins ago
H
Head of Marketing
Haystack
Canada
- Full-time
This employer is seeking a strategic leader to oversee marketing operations, data analytics, and performance measurement for a growing technology company. The role involves managing the…
Added 15 mins ago
SG
Account Manager - Existing Installations
Schindler Group
Toronto, ON
- $62,000 to $80,000 CAD / year
- Full-time
…generation. Meet regularly with clients to understand their business requirements and develop solutions to meet the needs of their property. Manage and oversee the accounts receivable of…
Added 15 mins ago
TP
Manager, Real Estate Operations
Toronto Pearson International Airport
Toronto, ON
- Full-time
Reporting to the Associate Director, Real Estate Leasing and Development, the Manager, Real Estate Operations will oversee the operational performance of Toronto Pearson’s diverse portfolio…
Added 15 mins ago
WI
Project Manager, Municipal Planning
WSP in Canada
Kitchener, ON
- Full-time
Driving business development to grow our Municipal Planning Practice, including identifying opportunities, building and maintaining client relationships, and leading proposals
Added 15 mins ago
C
Project Manager (Permanent)
CoreFactor
Toronto, ON
- Full-time
Lead CM team through the coordinate and development of RFP, tendering document, and contract governance in accordance to the organziation’s established processes and in line with industry…
Added 15 mins ago
PC
Program Manager - Capital Markets (FSI)
PPT Consulting
Toronto, ON
- Full-time
The role will work closely with business, functional, and technology stakeholders to drive large-scale change initiatives, ensure effective program execution, and deliver measurable…
Added 15 mins ago
LJ
Sales Manager
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- Full-time
We’re seeking a confident, motivated leader with proven jewellery industry experience and previous management experience. This is an opportunity for someone who enjoys both the business…
Added 29 mins ago
FD
Customer Experience Specialist
Fil Delivery
Mississauga, ON
- Full-time
FIL Delivery is a rapidly growing leader in beverage supply chain solutions, specializing in the warehousing, picking, packing, and delivery of premium craft beer, wine, and spirits…
Added 29 mins ago
RM
Supervisor, Centralized Scheduling
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
This is an opportunity for a leader who combines strong people management skills with technical aptitude, problem-solving, and an interest in optimizing scheduling systems and workforce…
Added 29 mins ago
I
Customer Experience Leader
Indigo
Brandon, MB
- $17.5 to $22.5 CAD / hour
- Part-time
The Customer Experience Leader is the execution lead of all customer programs and results. This position role models and coaches to create a high-performance, customer-focused environment…
Added 31 mins ago
A
Client Service Representative - Strathmore
ATB
Strathmore, AB
- Full-time
Leadership is in our DNA at ATB, reflecting our commitment to developing world-class leaders who can truly thrive. Our Leader DNA model sets the standard for how we lead people, drive…

Bulletproof Solutions Inc

Managed Service Director

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Oct 29, 2026

Original job description

Title: Managed Services Director

Location: Ontario or Atlantic Canada (NB, NS, PEI, NL) (For Canada)

Work Arrangement: This role supports a flexible work environment; however, employees who are located within commuting distance of a company office are expected to work from the office in accordance with the company’s current workplace policy.

Compensation for this role is determined based on several factors, including geographic location, relevant experience, demonstrated skill set, and qualifications.

Position Summary:

The Director of Managed Services is a senior operational leader responsible for delivering reliable, high-quality Managed IT services and ensuring an exceptional customer experience across Bulletproof’s full Managed IT (MSP) Service portfolio, including 24/7/365 Service Desk, Managed Infrastructure, and Managed Operations Center (NOC/TOC). This role combines strategic planning with hands-on operational oversight, ensuring that service delivery meets organizational objectives, client expectations, and industry best practices. The Director drives operational performance, continuous improvement, financial efficiency, and team development while creating a scalable, resilient service delivery model that supports company growth.

Key Responsibilities:

Operational Strategy & Leadership

Support operational strategy, service delivery vision, and performance objectives for Bulletproof’s Managed IT Services. 
Establish clear OKRs related to SLA performance, customer satisfaction, productivity, and team effectiveness.

Service Management, Governance & Process Excellence

Implement and govern ITIL-aligned processes across Service Desk, Infrastructure, and Operations Center teams. 
Lead governance bodies such as Change Advisory Board, major incident reviews, and service quality councils.

Service Delivery Oversight

Maintain visibility into ticket queues, infrastructure performance, NOC/TOC event flows, and major incidents. 
Respond to elevated client escalations and guide high-impact incident resolution efforts.

Continuous Improvement & Operational Projects

Analyze KPI trends, operational data, and client feedback to identify improvement initiatives. 
Sponsor and lead cross-functional projects such as new client onboarding, tool modernization, or launching new managed services.

Financial & Resource Management

Support budgeting, staff modeling, capacity planning, and operational expenditure efforts, providing cost saving recommendations. 
Support pricing and profitability analysis for new and existing services.

Cross-Functional Collaboration

Act as a key liaison between Managed Services and Customer Success, Sales, Other Service Delivery, HR, and Finance teams.

People Leadership & Team Development

Lead, mentor, and develop the operations management team, including leaders for Service Desk, Infrastructure, and NOC/TOC. 
Ensure the organizational structure, capacity, and skillsets scale effectively with business growth.

Quality Assurance, Compliance & Risk Management

Ensure operations meet internal quality standards and align to industry best standards.  
Collaborate with security and compliance teams to prepare for and pass operational audits.

Capacity Planning & Business Continuity

Forecast operational demand and ensure adequate resources, tooling, and processes to support growth. 
Ensure resilience of services during major disruptions, maintaining continuity for clients.

Qualifications:

Required Experience & Background

10+ years in IT Operations, Managed Services, or Service Delivery leadership roles. 
Proven experience leading Service Desk, Infrastructure, or NOC/TOC teams in a multi-client environment. 
Strong expertise in ITIL-based service management; ITIL certification strongly preferred. 
Demonstrated ability to manage high-impact incidents, escalations, and operational crises. 
Experience with operational budgeting, cost management, and resource planning. 
Track record of delivering measurable improvements in operational performance and customer satisfaction.

Leadership & Management Skills

Exceptional leadership, team-building, and coaching abilities. 
Strong communication and executive presence, able to present complex operational details in a clear, business-focused manner. 
Ability to lead cross-functional initiatives and collaborate effectively across departments. 
Skilled at balancing strategic planning with hands-on operational oversight.

Technical & Operational Skills

Deep understanding of ITSM platforms, monitoring tools, and operational support technologies. 
Familiarity with cloud infrastructure, cybersecurity operations, and modern MSP service models. 
Strong analytical skills with the ability to interpret operational data and turn insights into action. 
Knowledge of quality frameworks and compliance standards such as ITIL, ISO, NIST, and SOC 2.

Perks & Benefits - What’s in it for you?

100% employer-paid medical, dental, and vision coverage
Company-matched RRSP program
Comprehensive travel medical coverage
Professional certification reimbursement for relevant career development
Mental Health Counselling and Family Assistance Program
Community involvement and volunteer opportunities
Give back while getting paid with dedicated volunteer time
Competitive Extended health care benefits ($1500 per year massage therapy coverage)
Goodlife Fitness corporate rate – It’s 25% off memberships
Recognition and rewards, including score-card performance bonus, and service award bonus

About Bulletproof

At Bulletproof, we help organizations stay secure, compliant, and future-ready through Microsoft-powered technology solutions and managed services. For more than 20 years, we've partnered with public sector organizations, regulated industries, and commercial businesses across North America to reduce risk, modernize operations, and drive measurable outcomes. As a trusted Microsoft solutions partner, we combine deep expertise in cybersecurity, cloud, compliance, and managed services with a people-first culture that values growth, innovation, and meaningful impact.

Equal Opportunity Statement:

Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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More about this job

Responsibilities

The Director of Managed Services oversees the delivery of high-quality IT services, including Service Desk and NOC/TOC operations, while driving strategic planning and operational performance. This role involves leading cross-functional teams, managing financial budgets, and ensuring service delivery meets organizational objectives and client expectations.

Requirements

Candidates must have 10+ years of experience in IT operations or service delivery leadership, with proven expertise in managing multi-client environments. Strong knowledge of ITIL frameworks, operational budgeting, and the ability to lead high-impact incident resolutions are essential for this position.

Skills

IT Operations
Managed Services
Service Delivery
ITIL
Strategic Planning
Operational Oversight
Financial Management
Team Leadership
Incident Management
Capacity Planning
Business Continuity
Cloud Infrastructure
Cybersecurity Operations
Quality Assurance
Compliance
Stakeholder Management

Benefits

Medical insurance
Dental insurance
Vision insurance
RRSP program
Travel medical coverage
Mental health counselling
Family assistance program
Volunteer time
Massage therapy coverage
Fitness membership discount

Visa sponsorship

Not detected in the job text

Keywords

Managed Services
IT Operations
Service Desk
NOC
TOC
ITIL
SLA
KPI
Infrastructure
Cybersecurity
Cloud
ISO
NIST
SOC 2
Budgeting
Resource Planning
Change Advisory Board
Business Continuity
Microsoft
Operational Strategy
Team Development
Compliance
Risk Management
ITSM
Monitoring Tools
Service Delivery
Leadership
Executive Presence
Cross-functional Collaboration
Scalability

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