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Added 23 mins ago
AE
Human Resources Generalist
Aspex Eyewear Inc.
Mont-Royal, QC
- Full-time
…recruitment, onboarding, employee administration and day-to-day HR…
Added 53 mins ago
CO
Manager, Transit Operations
City of Burlington
Regina, SK · Transit Operations Centre
- Full-time
The Manager, Transit Operations is responsible for overseeing day-to-day operations and administrative duties for the Operations department. The Manager will ensure transit services,…
Added 2 hours ago
Director, External Manufacturing & Supply Operations
Apotex
Toronto, ON · North York, ON
The External Manufacturing & Supply Director oversees and optimizes partnerships with external manufacturing and supply partners, including Contract Manufacturing Organizations (CMOs),…
Added 3 hours ago
A
Coordinator, People & Culture Hotel Operations - Global, Raffles & Fairmont
Accor
Toronto, ON
- Full-time
The Coordinator, People & Culture Hotel Operations will support the Corporate People & Culture Hotel Operations Team as a key coordinator and operational support for People & Culture…
Added 4 hours ago
A
Coordinator, People & Culture Hotel Operations - Global, Raffles & Fairmont
AccorCorpo
Toronto, ON
- Full-time
The Coordinator, People & Culture Hotel Operations will support the Corporate People & Culture Hotel Operations Team as a key coordinator and operational support for People & Culture…
Added 4 hours ago
NR
Children’s Services Program Supervisor
Niagara Region
ON · Niagara, ON
- Contract
Reporting to the Manager Children’s Operations, the Children’s Services Program Supervisor is responsible for the delivery and administration of the Niagara Region’s Licensed Home Child…
Added 6 hours ago
HM
Physical Medicine and Rehabilitation
Health Match BC
New Westminster, BC
- Full-time
Dedicated clinic manager and HR director to assist with daily operations
Added 8 hours ago
Senior Manager Real Estate, Project Delivery
Hydro One Networks Inc
Markham, ON
Support the Director, Facilities & Real Estate in effectively planning, managing, monitoring and controlling the execution of all aspects of the outsourcing governance and outsourcer…
Added 13 hours ago
RH
Director of Operations
RNS Health Care Services
ON · Aurora, Ontario
- Full-time
RNS Health Care Services Inc. is seeking an experienced and strategic Director of Operations to provide leadership across key areas of the organization, including Human Resources, Client…
Added 13 hours ago
CO
Human Resources Coordinator
County of Middlesex
London, ON
- Full-time
…provides HR services and support to assist with the day-to-day operations of the department, with a focus on recruitment, employee and labour relations, health and safety, and training and…
Added 20 hours ago
PC
Senior Occupational Health and Safety Project Manager
Pinchin Canada
Richmond, BC
- Full-time
Direct access to senior leadership – work closely with Operations Managers and the Director on strategy and execution
Added 22 hours ago
VC
Project Manager II
Vancouver Coastal Health
Richmond, BC
- $55.27 to $79.45 CAD / hour
- Full-time
Reporting to the Project Director or Steering Committee, the Project Manager leads and directs all aspects of assigned projects for designated programs/services within a Community of Care…
Added 1 day ago
HM
Family Practitioner/General Practitioner
Health Match BC
New Westminster, BC
- Full-time
Dedicated clinic manager and HR director to assist with daily operations
Added 1 day ago
HM
Physical Medicine and Rehabilitation
Health Match BC
New Westminster, BC
- Full-time
Dedicated clinic manager and HR director to assist with daily operations
Added 1 day ago
Junk Removal and Customer Service
1-800-GOT-JUNK?
Vancouver, BC
Added 1 day ago
MU
Annual Giving Officer (Phonathon)
McGill University
Mont-Royal, QC · Les Cours Mont Royal
- Full-time
Reporting to the Associate Director, Annual Giving, the Annual Giving Officer (Phonathon) will participate in the development, evaluation and implementation of comprehensive strategies for…
Added 1 day ago
WB
Advanced Electrical
Whistler Blackcomb
Whistler, BC
- Temporary
Emphasis on proficiency, instruction, and leadership in lift maintenance and mountain operations.
Added 1 day ago
Advanced Electrical
Vail Resorts
Whistler, BC
Emphasis on proficiency, instruction, and leadership in lift maintenance and mountain operations.
Added 1 day ago
SI
Director of Operations
Systemex Industries Conseils
Montreal, QC
- Full-time
Systemex Industries Conseils (SIC) is seeking an experienced Director of Operations to oversee workforce managem
Added 1 day ago
SW
Administration and Events Coordinator *email to apply*
Sport Wood Buffalo Association
Fort McMurray, AB
- Full-time
You will work directly with the Executive Director and provide administrative and operational coordination for all SWBA management staff. You will have full visibility into everything the…
Added 2 days ago
Senior Resource Manager
BIMM
Toronto, ON
Working closely with department leaders from Client Leadership, Operations, HR, Talent Team, and Finance, the Senior Resource Manager proactively identifies capacity constraints, staffing…
Added 2 days ago
Senior AI Applied Value Architect
Celonis
Canada
…business unit transformation programs. Expert at mobilizing VP/Director-level sponsorship. Flawless English communication with commanding executive…
Added 2 days ago
Applied AI Value Architect
Celonis
Canada
…business unit transformation programs. Expert at mobilizing VP/Director-level sponsorship. Flawless English communication with commanding executive…
Added 2 days ago
LK
Interim Director, Human Resources
LHH Knightsbridge
Calgary, AB
- Contract
Our client is a Canadian retail organization with a global footprint. They are urgently seeking an Interim Director of Human Resources to bridge the gap until a permanent candidate is…
Added 2 days ago
ML
Senior Manager, HR Ops & Labour Relations
Maple Leaf Foods Inc
Mississauga, ON
- $122,000 to $172,000 CAD / year
- Part-time
You'll ensure HR policy and collective agreements are applied consistently, partner closely with Operations leaders on site-level workforce priorities, and identify people and labour risks…

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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