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Added 12 mins ago
Senior Consultant, Employee Relations
Canadian Blood Services
Calgary, AB · Edmonton, AB · Ottawa, ON
Utilizing your business acumen, you will assist the Associate Director, Employee Relations & HR Operations, in developing labour relations strategies that foster a positive employee and…
Added 12 mins ago
KS
Temporary Sales Associate
kate spade new york
Toronto, ON · Yorkdale
- Part-time
Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make…
Added 27 mins ago
C
Temporary Sales Associate
Coach
Markham, ON
- Part-time
Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make…
Added 27 mins ago
G
Director, Corporate Real Estate & Facilities
Genetec
Montreal, QC
- Full-time
Optimize portfolio performance, occupancy costs, and space utilization
Added 27 mins ago
T
Manager III, Regulatory & Policy Governance - TD Asset Management
TD
Toronto, ON
- Full-time
…positions in active, quantitative, enhanced, and alternatives portfolio management. TDAM offers a diverse range of over 120 investment solutions and manages retail mutual funds and ETFs in…
Added 42 mins ago
G
Pipeline Construction & Integrity Survey Director
GeoVerra
Calgary, AB
- Full-time
This role combines business and operational leadership of a multi-million dollar portfolio. Responsibilities include optimizing financial performance, driving sales and growth, and…
Added 56 mins ago
C
Director of Global Brand Partnership
CarltonOne
Toronto, ON · Greater Toronto Area, Canada
- Contract
CarltonOne is a global B2B technology leader, and part of the Goldman Sachs portfolio, helping organizations around the world reward and inspire exceptional people. Our solutions empower…
Added 56 mins ago
FC
IS Workforce Manager (Resource Manager)
Fidelity Canada
Toronto, ON
- Full-time
The Project Governance Office (PGO) manages the portfolio of projects for Fidelity Investments Canada (FIC), focusing on prioritization efforts in order to meet FIC’s regulatory obligations…
Added 56 mins ago
KT
Regional Account Manager
Kal Tire
Langley (District), BC · Langley, BC
- Full-time
Collaborates with the RSM and the Regional Director (RD) to align market and account strategies with applicable business objectives for their portfolio and region.
Added 1 hour ago
CE
Senior Manager, Infrastructure Projects
Cenovus Energy
Calgary, AB
- Full-time
Reporting to the Director, Workplace & Real Estate, the Senior Manager, Infrastructure Projects provides strategic leadership and oversight of the Workplace & Real Estate Infrastructure…
Added 2 hours ago
Sales - Director of Sales (Quebec and Eastern Canada)
The Erb Group
Vaudreuil-Dorion, QC
We are seeking an experienced Director of Sales to lead our regional sales team and drive business growth throughout Quebec and Eastern Canada.
Added 2 hours ago
RG
Director, Financial Reporting
Regional Group
Ottawa, ON
- Full-time
…in development, construction, asset management, and property operations to deliver exceptional value and experiences. Through our homebuilding division, eQ Homes, we continue to set the…
Added 2 hours ago
C
Director, Business Banking - Bilingual
CIBC
Montreal, QC
- Full-time
As CIBC continues to build a more modern, convenient and client focused bank, the Director, Business Banking is the local market leader who leads and inspires their team to deliver on our…
Added 2 hours ago
M
Director, Global Technology & Operations Strategy & Transformation
Manulife
Toronto, ON
- Full-time
The Director, Global Technology & Operations Strategy & Transformation will help shape and execute strategic priorities across Global Technology & Operations (GTO), with a significant focus…
Added 2 hours ago
TK
Manager, Ingredients - Cheese & Dairy (Canada)
The Kraft Heinz Company
Toronto, ON
- Full-time
Own and execute end-to-end sourcing strategies for the Canadian Cheese and Dairy portfolio, including market analysis, supplier segmentation, sourcing events, negotiations, contracting,…
Added 3 hours ago
C
Manager, Talent
Chemtrade
Toronto, ON
- Other
…governance, and successful execution of Chemtrade's enterprise talent portfolio, including performance management, talent reviews, succession planning, employee engagement, recognition,…
Added 3 hours ago
Senior Manager, Maintenance and Technical Services
Sofina Foods Inc
Brampton, ON
Under the direction of the Director of Operations, the Senior Manager, Maintenance and Technical Services is responsible to manage the effective and proactive delivery of Maintenance and…
Added 3 hours ago
B
Regional Operations Manager, Cleaning Services
BGIS
MB · MB, Canada
- Part-time
Job Summary: Under the general supervision of the Regional Director of Operations the Regional Manager performs a variety of management tasks with emphasis on customer satisfaction and…
Added 10 hours ago
AC
Database Administrator
Amphenol Communications Solutions
Markham, ON
- Full-time
The administrator will manage database configuration, performance, backups, restoration, transaction and diagnostic logs, monitoring, access, and operational maintenance across assigned…
Added 11 hours ago
A
Commercial/Sales Account Director I
AMECO
Terrace, BC
- Full-time
AMECO is seeking a highly driven Commercial Account Director to expand our footprint across Western Canada to lead commercial growth initiatives across the region through strategic business…
Added 11 hours ago
A
Commercial/Sales Account Director I
AMECO
Kitimat, BC
- Full-time
AMECO is seeking a highly driven Commercial Account Director to expand our footprint across Western Canada to lead commercial growth initiatives across the region through strategic business…
Added 11 hours ago
Senior Manager, Delivery Portfolio Management (OneStream)
Clearsulting
Canada
Serve as the Portfolio Lead across a portfolio of OneStream client engagements, providing oversight from project initiation through successful delivery while ensuring consistent quality,…
Added 11 hours ago
SH
Supervisor - Health Information Services
Shared Health-Soins Communs
Brandon, MB
- Full-time
The Supervisor Health Information Services shall be accountable to the Director/Regional Manager/Manager Health Information Services and is responsible for the development, coordination,…
Added 11 hours ago
C
Senior Manager, Delivery Portfolio Management (OneStream)
Clearsulting
Toronto, ON
- Full-time
Serve as the Portfolio Lead across a portfolio of OneStream client engagements, providing oversight from project initiation through successful delivery while ensuring consistent quality,…
Added 11 hours ago
Supervisor - Health Information Services
Winnipeg Regional Health Authority
Brandon, MB
The Supervisor Health Information Services shall be accountable to the Director/Regional Manager/Manager Health Information Services and is responsible for the development, coordination,…

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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