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Added 3 mins ago
Software Engineering Team Lead - Industrial Automation & Robotics Platform
Lincoln Electric
Hamilton, ON
We are seeking a hands-on Software Engineering Team Lead to lead the development, support, and continuous improvement of an industrial automation platform that orchestrates machine…
Added 3 mins ago
W
Senior / Lead Piping Designer
Wood
Edmonton, AB
- Full-time
Wood is currently recruiting for a Lead Piping Designer to join our Edmonton office within the Oil & Gas Canada business unit. We are looking for a motivated, energetic individual with…
Added 3 mins ago
HH
Project Manager
Highbridge Human Capital
Logan Lake, BC
- $150,000 to $170,000 CAD / year
- Full-time
NHWELMEN Construction is seeking an experienced and results-driven Project Manager to lead the successful planning, execution, and delivery of construction projects. The Project Manager is…
Added 3 mins ago
Operations Advisor
Independent Electricity System Operator
Canada
…challenges, and want to help shape the future of Ontario’s energy infrastructure, this is your opportunity to make a real…
Added 3 mins ago
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Team Leader, Aquatics
Stantec
Fredericton, NB
- Full-time
Stantec is seeking a Team Leader to lead our Aquatic team in Atlantic Canada. In this role, you’ll combine people leadership, project management expertise, and technical excellence to drive…
Added 4 mins ago
LM
DIRECTOR OF INFORMATION TECHNOLOGY
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- Full-time
…data valorization, automation, and artificial intelligence. Lead major technology projects and ensure their effective integration into…
Added 19 mins ago
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Head of Marketing Operations
Cohere
Remote, Canada
- Full-time
- Remote
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Added 19 mins ago
Senior Software Dev Engineer, Route 53 Health Checks and Console Core
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Vancouver, BC
…direction for the team and drive the plan with leadership, lead how we use AI to design, build, test, and operate software, and grow the engineers around you. You will own the distributed…
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Scale Desk Administrator
SECURE
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- Other
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Added 34 mins ago
IR
Civil Superintendent
Impact Recruitment
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
Lead and oversee day-to-day civil construction operations, ensuring projects are delivered safely, efficiently, and in accordance with project plans and specifications.
Added 49 mins ago
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Manager, Sales – SmartRock North America
Giatec Scientific Inc.
Ottawa, ON
- Full-time
We’re hiring a Manager, Sales to lead our North American SmartRock team, reporting to the Global Director of Sales, SmartRock. You’ll lead a blended team of Business Development…
Added 49 mins ago
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Coordinator, Environment
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- $95,000 to $113,000 CAD / year
Reporting to the Lead, Environment, the Coordinator Environment, Systems is responsible for supporting and coordinating the execution of compliance, regulatory permitting, and internal…
Added 49 mins ago
M
Intern, Operational Excellence
Moderna
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- 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 49 mins ago
Staff Software Engineer, Identity Threat Protection
Okta
Toronto, ON
Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work…
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Senior Staff Program Manager
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Senior Manager Development, Treasury Technology
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Partner with Architecture, Cloud Engineering, Infrastructure, Security, and Operations teams to deliver highly available and secure platforms.
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Communications Manager, Equinix Foundation
Equinix
Toronto, ON
- Full-time
Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
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…metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every…
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Product Engineering Lead, Keet (100% Remote, Worldwide)
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Remote, Canada
- Full-time
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Business Development Manager – Substation Services & Lifecycle Solutions
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BC · British Columbia, Canada
- Full-time
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Added 1 hour ago
Site Superintendent (Construction) - Nights
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The Pearson Airport Construction Team (PACT) is seeking an experienced Site Superintendent to oversee daily field operations and support the safe, efficient, and high-quality delivery of…
Added 1 hour ago
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Facilities Compliance Coordinator
Kenvue
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- Full-time
…requirements. This role is responsible for coordinating facility operations, maintenance programs, compliance initiatives, investigations, audits, training activities, and documentation…
Added 1 hour ago
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Solution Engineering Manager
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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…

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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