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Clinical Project Manager - CRO
Pharma Medica Research Inc.
Mississauga, ON
- $50,000 to $60,000 CAD / year
- Full-time
Focus of the position is assuring timely delivery of project progress reports and results to PMRI clients. Communicating with clients to keep them aware of trial progress and establishing…
Added 1 min ago
RC
Transaction Accounting Director
RSM Canada
Toronto, ON
- Full-time
RSM is looking for a Director to join our Deals Accounting and Strategic Finance practice with a focus in Transaction Accounting service line. Changing economies, new accounting policies…
Added 1 min ago
RC
Capital Markets Accounting Advisory Director
RSM Canada
Toronto, ON
- Full-time
Anticipates client needs, addresses complex issues, and identifies opportunities to enhance client value and service delivery.
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Behaviour specialist
The Salvation Army in Canada
Toronto, ON
- Full-time
For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help…
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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 31 mins ago
HP
General Manager
Hôtel Place d'Armes, Corner Collection
Montreal, QC
- Full-time
Ensure seamless alignment between service delivery, ambiance, execution, and brand identity.
Added 31 mins ago
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Manager HCM Applications Support
Chartwell Retirement Residences
Mississauga, ON
- Full-time
Reporting to the Director, Information Systems, the Manager, HCM Operations Support is responsible for the day-to-day operational support, stability, maintenance, and service delivery of…
Added 31 mins ago
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Director of Product & Strategy, CXM Flex
Quadient
Toronto, ON
- $221,600 to $332,400 CAD / year
- Full-time
The Director of Product & Strategy, CXM Flex will own the strategy, roadmap, and product outcomes for Quadient’s on‑premise, self‑hosted, and managed service Inspire portfolio (CXM Flex).…
Added 31 mins ago
NB
Cash Management, Services Officer - National Client Group
National Bank of Canada
Calgary, AB
- Full-time
treasury and cash management clients through exceptional service delivery,
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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…
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Member Services Coordinator (12 month contract)
CIRO / OCRI
Vancouver, BC
- Full-time
Reporting to the Director, Corporate Strategy and Member Services the Membership Services Coordinator has an important role in assisting CIRO undertaking its regulatory mandate. This…
Added 32 mins ago
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Corporate Senior Financial AnalystBusiness Planning, Finance
Sanya’k̓ula
Burnaby, BC
- Full-time
…for identifying opportunities for increased PHSA operational and financial resource utilization and as required, conducts operational reviews, business process improvement reviews and…
Added 32 mins ago
NH
ADMINISTRATIVE ASSISTANT (UHNBC TOWER)
Northern Health - BC
Prince George, BC
- Full-time
In accordance with vision, mission, values and strategic priorities of Northern Health and reporting to the Director/Executive Lead or designate, the Administrative Assistant provides…
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Director, Senior Product Manager, Global Capital Markets (GCM) Transformation - Toronto, ON
Scotiabank - Global Banking and Markets
Toronto, ON
- Full-time
Global Banking and Markets (GBM) conducts the Bank’s wholesale banking and capital markets business with corporate, government and institutional investor clients. GBM is a full-service…
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Director & Head, Global Capital Markets (GCM) Product, GCM Transformation - Toronto, ON
Scotiabank - Global Banking and Markets
Toronto, ON
- Full-time
The Director & Head, GCM Product, contributes to defining and executing the product vision, roadmap and delivery strategy for one or more Global Capital Markets (GCM) investment journeys.…
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D365 CE, Lead Consultant
HSO
Toronto, ON
- Full-time
In the context of large-scale transformations, you are responsible for the delivery of D365 CE solutions involving multiple domains. This position will focus heavily on the Customer Service…
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Hub Manager (Mississauga)
Trexity
Mississauga, ON
- Full-time
Trexity is hiring a Hub Manager to run our 5k+ sq. ft. Mississauga hub, the operational heart of same-day delivery across the Greater Toronto Area. This is a net-new role that joins our…
Added 32 mins ago
NS
Director - Policy & Planning, Integrated Acute & Episodic Care
Nova Scotia Health Authority
Halifax, NS
- Full-time
As part of the Integrated Acute & Episodic Care Network, the Director is responsible for taking a leading role in the planning, development and standardization of service and clinical…
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Specialist, Supplier Relationship Management
Toronto Pearson International Airport
Toronto, ON
- Full-time
Maintain and develop supplier relationships based on supplier segmentation and support the development of supplier governance strategies that delivery mutually beneficial results for the…
Added 32 mins ago
TU
Career Programming Strategist
The University of British Columbia
Vancouver, BC
- $7,158.42 to $10,292.25 CAD / month
- Full-time
The Career Programming Strategist delivers a high-quality level of service to a high-expectation population with discrete and multi-faceted needs, overseeing the full cycle of students’…
Added 32 mins ago
CM
Director of Sales And Business Development
Canadian Mailbox Company
Montreal, QC
- Full-time
Company Description Canadian Mailbox Company (CMC) is a family-owned manufacturer and distributor of multi-user delivery management solutions and postal specialty products, serving…
Added 46 mins ago
MH
Talent & Learning Department Manager
Manitoba Hydro
Winnipeg, MB
- Full-time
…in North America, recognized for providing highly reliable service and exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that champions…
Added 46 mins ago
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Assistant Director, Capital Projects
Burnaby School District - SD41
Burnaby, BC
- Full-time
Reporting to the Executive Director, Facilities and Capital Services, the Assistant Director, Capital Projects provides strategic leadership for the District's capital planning and project…
Added 47 mins ago
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Vice-président(e) exécutif(ve), Développement des affaires - Montréal | Executive Vice President, Business Development - Montrel
Equans Services Canada & US
Montreal, QC
- Full-time
Drive cross-selling initiatives across Equans' various business units and service offerings.
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Manager, Workplace Solutions (Drawing & Occupancy) - Future Opportunity
BGIS
Toronto, ON
- Full-time
The role is responsible for overseeing the delivery of Workplace Solutions services, including occupancy management, workplace planning, drawing management, interior design activities, and…

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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