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Added 6 mins ago
BI
Director, International Business Transformation & Strategy Execution (flexible location)
B&R Industrial Automation GmbH
Montreal, QC · Saint-Laurent, Quebec, Canada
- Full-time
This Director role is a strategic transformation position within ABB's NEMA International division, reporting to the EVP International Sales. The role is pivotal in building a scalable…
Added 6 mins ago
UG
Supervisor, Creative Services and Strategy (Temporary, Full-time) Vancouver
Union Gospel Mission (Vancouver)
Vancouver, BC
- Full-time
Oversee production of creative, cost effective, engaging solutions for communicating UGM’s message to a vast audience of community members, donors, volunteers and internal and external
Added 6 mins ago
A
Technology Strategy & Transformation Senior Manager
Accenture
Toronto, ON · Montreal, QC
- Full-time
Identify, orchestrate, and drive new sales opportunities with Managing Director Support (incremental and new)
Added 6 mins ago
UO
Manager, Risk Management (Environment)
University of Ottawa
Ottawa, ON
- Full-time
Reporting to the Director, provides leadership for the development, management, and implementation of strategic and operational risk management initiatives in alignment with the strategic…
Added 6 mins ago
UO
Director, Program Design and Delivery
University of Ottawa
Ottawa, ON
- Full-time
Reporting to the Executive Director, the Director, Program Design and Delivery holds a strategic mandate in advancing the quality, performance, innovation, governance, sustainability, and…
Added 20 mins ago
TS
Behaviour specialist
The Salvation Army Canada and Bermuda Territory
Toronto, ON · Broadview Village
- Full-time
Provide advice and support to any programs within Broadview Village and/or with external partners as directed by the Director of Quality, Risk and Education
Added 20 mins ago
CC
Accounting Manager
CRH Canada
Concord, ON
- Full-time
Oldcastle, a CRH company, is reinventing what's possible in building solutions. We are the leading provider of innovative outdoor living products and utility infrastructure solutions for…
Added 20 mins ago
H
Junior Cyber Incident Response Analyst
Hootsuite
Toronto, ON
- Full-time
…Vancouver or Toronto. In this role, you will report to the Director, Information…
Added 20 mins ago
H
Junior Cyber Incident Response Analyst
Hootsuite
Vancouver, BC
- Full-time
…Vancouver or Toronto. In this role, you will report to the Director, Information…
Added 20 mins ago
H
Junior Cyber Incident Response Analyst
Hootsuite
Ottawa, ON
- Full-time
…Vancouver or Toronto. In this role, you will report to the Director, Information…
Added 35 mins ago
H
Sr. Channel Sales Representative
Honeywell
Burnaby, BC
- Full-time
We don’t just sell things. We offer solutions to tomorrow’s challenges.
Added 35 mins ago
L
Senior HR Business Partner
Ledcor
Toronto, ON
- Full-time
…leaders and teams across Central Canada. Reporting to the Senior Director, HRBP, you will partner closely with senior leaders to understand business priorities, anticipate people needs, and…
Added 50 mins ago
Senior Manager, Data & Analytics
Domtar Products
Montreal, QC
Reporting to the Director, Mill Apps, Data & Analytics, Wood Products Applications, the Senior Manager, Data & Analytics leads a multidisciplinary team responsible for Data Management,…
Added 50 mins ago
S
Lead Structural Naval Architect
Seaspan
Victoria, BC
- Full-time
…repair and conversion projects. Reporting to the Engineering Director, this role collaborates closely with engineering, operations, production, customers, classification societies, and…
Added 50 mins ago
CC
Manufacturing Engineering Manager
Carfair Composites
Winnipeg, MB
- Full-time
Works closely with the Engineering Manager, Director of Manufacturing Engineering and Facilities Manager in establishing and following metrics
Added 50 mins ago
B
Manager, Client Engagement - Wayfinding
BrandActive
Toronto, ON
- $100,000 to $150,000 CAD / year
- Full-time
…there, we translate those insights into strategies and practical solutions, from system-wide frameworks for large, multi-site organizations to more detailed recommendations for individual…
Added 50 mins ago
LM
Head of Digital Performance
Lacroix Médecine Privée
Quebec, QC
- Full-time
Reporting to the Director of Marketing, the Digital Performance Manager plays a key role in the growth, reach, and success of the Lacroix Medical Group.
Added 50 mins ago
LM
DIRECTOR OF INFORMATION TECHNOLOGY
Lacroix Médecine Privée
Quebec, QC
- Full-time
The IT Director will therefore need to maintain close contact with the various business units and network teams to understand their needs, anticipate challenges, and ensure that…
Added 50 mins ago
LM
Head of Department – Medical Biology Laboratory
Lacroix Médecine Privée
Quebec, QC
- Full-time
Reporting to the Laboratory Director and working closely with the two Assistant Managers, the successful candidate will be a hands-on manager, present on the shop floor and involved in…
Added 1 hour ago
D
Chief Solution Architect (Pre-sales, AI + Data Transformation)
Datatonic
Remote, Canada
- Full-time
- Remote
…consulting and technical execution required for cutting-edge data solutions in the cloud. We partner with clients to push the limits of leading technology by combining our expertise in…
Added 1 hour ago
W
Director, Geotechnical Engineering Prairies & North
WSP
Calgary, AB
- Full-time
With an unmatched breadth and depth of engineering, advisory and science‑based expertise, our global minds unite to power local solutions.
Added 1 hour ago
IR
Civil Superintendent
Impact Recruitment
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
…from $1M - $10M. The position is reporting directly to the Director of…
Added 1 hour ago
A
Développeur full stack intermédiaire / Intermediate Full Stack Developer
ALUMO
Montreal, QC
- Full-time
Alumo est le principal fournisseur de régimes étudiants et de solutions de bien-être. Avec des décennies d’expertise et d’innovation, nous soutenons maintenant plus de 1,5 million…
Added 1 hour ago
PV
District Manager - AB South
Pet Valu
AB · HOME - Alberta
- Full-time
Analyze reports, communicate appropriate information to Regional Director to maximize business opportunities and improve district profit
Added 1 hour ago
OT
Senior Manager, Valuation
Ontario Teachers' Pension Plan
Toronto, ON
- Full-time
Communicate noted issues and generate solutions with respect to the valuation process or specific investment valuations to the Director, Valuation on a timely basis

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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