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Added 14 mins ago
BC
Director, Process & Manufacturing (Construction)
Broccolini Construction Inc.
Toronto, ON
- Full-time
Broccolini is a family-owned, single-source provider of construction, development and real-estate services. Our company caters to the industrial, commercial and residential markets in…
Added 29 mins ago
IT
Director of Applications, Data & Integration
Ignite Technical Resources
Vancouver, BC
- Full-time
On behalf of our Professional Services Client, Ignite Technical Resources is recruiting for a Director, Applications & Data Engineering: AI & Integration to join our Client’s team on a…
Added 44 mins ago
HH
Nurse Practitioner - Acute Pain Services
Halton Healthcare
Oakville, ON
- Contract
The Nurse Practitioner (NP) role in this service will report to the Director of Perioperative Services in collaboration with the Chief of Anesthesiology to assess and optimize patients…
Added 59 mins ago
W
Director, Geotechnical Engineering Prairies & North
WSP
Calgary, AB
- Full-time
As Director, Geotechnical Engineering – Prairies & North, you will have the opportunity to build on the strength of our existing team, develop our people, expand our capabilities, and…
Added 1 hour ago
IR
Civil Superintendent
Impact Recruitment
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
Our client who is a well-established and respected civil construction company based in Vancouver, are seeking a Civil Superintendent to join their growing team. With over 35 years of…
Added 1 hour ago
A
Développeur full stack intermédiaire / Intermediate Full Stack Developer
ALUMO
Montreal, QC
- Full-time
Bâtir et maintenir des API REST et des services en arrière-plan en C# et ASP.NET CoreBâtir des écrans
Added 1 hour ago
CI
Therapy Assistant (2026-1230)
Carewest Innovative Healthcare
Calgary, AB
- Full-time
- Temporary
…enrichment and recreation goals. This position reports to a Director of Care for performance and employment…
Added 1 hour ago
PC
Senior Financial Analyst
People Corporation
Calgary, AB · Winnipeg, MB · Toronto, ON · AB - PC Calgary
- Full-time
The Senior Financial Analyst is a key finance partner to the assigned portfolio, working closely with the Senior Director, Financial Planning & Analysis and business leaders to understand…
Added 1 hour ago
C
Senior Analyst, Investment Controls
CIBC
Toronto, ON
- Full-time
As the Senior Analyst, Investment Controls, reporting to the Director, Investment Controls, you will be responsible to provide the first level of oversight of CAM retail, institutional and…
Added 1 hour ago
B
Manager, Workplace Solutions (Drawing & Occupancy) - Future Opportunity
BGIS
Toronto, ON
- Full-time
Maintain communication with client during project execution and work closely with Project Delivery team to ensure project success, including acting as an escalation point for complex or…
Added 1 hour ago
T
Customer Evolution Manager, SAP AMS
Talan
Toronto, ON · Montreal, Québec
- $140,000 to $200,000 CAD / year
- Full-time
Reporting to the Principal Director, SAP AMS, the Customer Evolution Manager, SAP AMS is the primary point of accountability for a portfolio of Talan SAP clients. The role owns the client…
Added 1 hour ago
R
Director, Business Marketing – Canada
RBC
Toronto, ON
- Full-time
The Director of Business Marketing leads strategic marketing for RBC Capital Markets' Canadian businesses, including Corporate and Investment Banking, Global Markets, Sustainable Finance,…
Added 2 hours ago
MP
Clinic Coordinator (14 Month Maternity Leave Coverage)
McAtee Psychology
Calgary, AB
- Temporary
McAtee Psychology is a growing psychology practice providing counselling, assessment, and consultation services to children, teens, adults, couples, and families throughout Calgary. Our…
Added 2 hours ago
FS
Responsable du Marketing / Marketing Manager
Four Seasons Hotels and Resorts
Montreal, QC · Four Seasons Montreal
- Full-time
…de qualité, une sensibilité culturelle et un sens du service…
Added 2 hours ago
FC
Team Manager Insurance Operations
Fidelity Canada
Mississauga, ON
- Full-time
…and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we…
Added 2 hours ago
MI
Associate Director, Business Data Office, Client Data Team
MUFG Investor Services
Halifax, NS
- Full-time
At MUFG Investor Services, we partner with some of the world’s most sophisticated public and private funds to help them operate with confidence and scale. We bring together fund…
Added 3 hours ago
BS
Managed Service Director
Bulletproof Solutions Inc
Toronto, ON
- Full-time
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…
Added 3 hours ago
TS
Front Line Worker (Full Time – Contract)
The Salvation Army Canada and Bermuda Territory
Toronto, ON · THHS - Maxwell Meighen Centre
- Full-time
…and recording of prescribed medication, as requested by the…
Added 3 hours ago
TS
Front Line Worker (Part-Time – Contract)
The Salvation Army Canada and Bermuda Territory
Toronto, ON · THHS - Maxwell Meighen Centre
- Part-time
…and recording of prescribed medication, as requested by the…
Added 3 hours ago
B
Operations Manager
BGIS
Toronto, ON
- Full-time
Responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and emergency preparedness and business…
Added 3 hours ago
Associate Director-GCM Documentation Toronto
Scotiabank
Toronto, ON
…analysis and advice to internal stakeholders on any non-standard client requests or contentious issues. Exercises discretionary authority to address or escalate decisions with respect to…
Added 3 hours ago
RM
Director and Chief Human Resources Officer (CHRO)
Regional Municipality of Peel
Canada
- Other
Reporting to the Chief Administrative Officer, the Director and Chief Human Resources Officer (CHRO) will be Peel Region’s senior-most people executive, serving as a strategic counsellor to…
Added 3 hours ago
MI
Senior Associate Director, Debt Services
MUFG Investor Services
Toronto, ON
- $93,750 to $137,500 CAD / year
- Full-time
The Senior Associate Director is a leader who is responsible for the performance and management of an operations team and client relationships. This person manages and supports day to day…
Added 4 hours ago
UO
Senior Coordinator, Development
University of Ottawa
Ottawa, ON · Desmarais Hall
- Full-time
Reporting to the Director of Philanthropy, this position plays a critical role in contributing to the University of Ottawa’s fundraising success by providing administrative, operational,…
Added 4 hours ago
MS
Videographer
McMasters Student Union
Hamilton, ON
- Part-time
…video content that promotes the McMaster Students Union’s (MSU) services, events, campaigns, and advocacy efforts. Working under the direction of the Communications and Advertising…

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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