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Added 3 mins ago
PV
District Manager - AB South
Pet Valu
AB · HOME - Alberta
- Full-time
Complete and submit reports on operations – Brand Standards, Quarterly Business plans of action etc.
Added 3 mins ago
M
Intern, Operational Excellence
Moderna
Toronto, ON
- Full-time
…effectiveness, and cross-functional initiatives across our Canadian operations. This role offers hands-on experience in process improvement, policy and procedure development, governance,…
Added 3 mins ago
Senior Staff Program Manager
Kaseya Careers
Vancouver, BC
…engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the…
Added 3 mins ago
Senior Staff Program Manager
Kaseya Careers
Toronto, ON
…engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the…
Added 18 mins ago
Senior Manager, Real Estate Strategy & Planning
Hydro One Networks Inc
Markham, ON
Work collaboratively with Director and CoE Leads to develop F&RE strategy and support investment/business plan, metrics and divisional objectives in each of the key work programs. Work in…
Added 33 mins ago
Director of Supply Chain Operations
Convergence Networks
Winnipeg, MB
The Director of Ordering and Procurement is responsible for leading the end-to-end supply chain strategy and operations while overseeing the customer quoting process to ensure accurate,…
Added 48 mins ago
Director, Total Rewards
WestJet Group
Calgary, AB
Reporting to the VP, People, this role is accountable for the design of the WestJet Group Total Rewards strategy.
Added 49 mins ago
O
Retail Merchandise Manager
OLG
Sault Ste. Marie, ON · Toronto, ON · York Mills Office
- Full-time
…and trends, and analyzes KPIs in alignment with Retail Sales…
Added 49 mins ago
JA
Solution Engineering Manager
JR Automation
Toronto, ON
- Full-time
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the…
Added 49 mins ago
AC
Conventional Signaling Delivery Director – Track Team
Accenture Construct
Toronto, ON
- Full-time
…handed a slice of it. We take on whole programs, from early strategy through construction and handover, and we stand behind how they…
Added 49 mins ago
BG
Division Manager - Southwest ON - Peterbilt
Brandt Group of Companies
Stoney Creek, NB
- Full-time
Manage divisional accounts receivable in conjunction with the Director of Credit Services.
Added 1 hour ago
C
Program Advisory, Consulting & Execution, Senior Vice President
Citi
Mississauga, ON
- Full-time
…primary point of contact for stakeholders up to the Managing Director…
Added 1 hour ago
BU
Associate Director, Marketing and Business Development, Ancillary Services
Brock University
St. Catharines, ON · Main Campus (Employees)
- Full-time
Reporting to the AVP, Ancillary Services, the Associate Director, Marketing and Business Development is accountable for providing strategic leadership for the planning, development,…
Added 1 hour ago
BG
Division Manager - Southwest ON - Peterbilt
Brandt Group of Companies
ON · Stoney Creek, ON
- Full-time
Manage divisional accounts receivable in conjunction with the Director of Credit Services.
Added 1 hour ago
A
Senior Business Partner, Finance
Aggreko
Calgary, AB · Edmonton, AB · Vancouver, BC · Toronto, ON
- Full-time
…on. From world-class events that last a few weeks to mining operations and remote communities who rely on us for…
Added 1 hour ago
FS
Responsable du Marketing / Marketing Manager
Four Seasons Hotels and Resorts
Montreal, QC · Four Seasons Montreal
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Collaborer avec les opérations pour favoriser l’utilisation de l’app FS, la collecte de données clients et les avi
Added 1 hour ago
FC
Team Manager Insurance Operations
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Mississauga, ON
- Full-time
The Team Manager, Insurance Operations is responsible for establishing and leading Fidelity Wealth's Insurance Operations function. This is a foundational leadership role accountable for…
Added 1 hour 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 2 hours ago
CT
Director, Data Governance Enablement
Canadian Tire Corporation
Toronto, ON
- Full-time
The Director, Data Governance Enablement is an enterprise subject matter expert in enterprise data governance, bringing deep expertise to drive best practices in governance frameworks,…
Added 2 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 2 hours ago
AC
Partner, Strategic Procurement - Global Travel - Temporary
Air Canada
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…parts of the organization. This position will report to the Director Strategic Procurement – Global Travel and…
Added 2 hours ago
HR
Food Store Manager
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…together to improve financial performance, strengthen store operations, and deliver an excellent customer…
Added 2 hours ago
Head of Discount Operations – West / Director, Operational Support – West
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Calgary, AB
…third-party relationships, and leading the execution of business strategy across. This role will also provide leadership, coaching, and development to operational teams while ensuring…
Added 3 hours ago
PC
Director, Member Experience
Provincial Credit Union
PE · PEI, Prince Edward Island
- Full-time
The Director, Member Experience provides strategic leadership for how Provincial Credit Union delivers a consistent, meaningful and relationship-focused experience to its members. This role…
Added 3 hours ago
KR
Senior Manager, Corporate Tax
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This potential opportunity offers the chance to contribute at a senior level, influence tax strategy, and provide guidance on complex matters spanning two major tax jurisdictions. It may…

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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