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Added 2 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
- Part-time
The Medical Clinic is currently seeking a dedicated Family Physician to join our team on a permanent basis. You will work closely with our team of 2 FPs in a supportive, collegial…
Added 2 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
- Full-time
…communication skills, as the physician will need to explain complex medical information to patients and their families in a clear and understandable way. The physician will also need to…
Added 3 hours ago
IH
Medical Laboratory Technician
Island Health
Victoria, BC
- Full-time
The Department of Laboratory Medicine, Pathology, and Medical Genetics (LMPMG) is committed to enhancing patient care through the provision of consistently high-quality laboratory services.
Added 6 hours ago
LM
Medical Lab Technician (OPSEU LAB) - Hematology
LifeLabs Medical Laboratory Services
Mississauga, ON
- Part-time
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 8 hours ago
CE
Configuration Management Specialist
Capgemini Engineering
Montreal, QC
- Full-time
Added 9 hours ago
PH
Medical Laboratory Technologist Cancer Genetics - Vancouver (Casual)
Provincial Health Services Authority
Vancouver, BC
- Part-time
The Medical Laboratory Technologist, Cancer Genetics performs established and/or new clinical genetic procedures in accordance with established protocols including all safety procedures.
Added 9 hours ago
SH
M.R.T - Radiology, X-Ray (CEN)
Scarborough Health Network
Toronto, ON · Scarborough, ON
- Full-time
Registration with the College of Medical Radiation and Imaging Technologists of Ontario – Radiology
Added 11 hours ago
L
Lab Patient Technician - Part Time - Whitby, ON
LifeLabs
Whitby, ON
- Part-time
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 12 hours ago
Configuration Management Specialist
Capgemini
Montreal, QC
Added 13 hours ago
L
Medical Lab Technologist (OPSEU LAB) - Chemistry, Temporary Full Time (10 months)
LifeLabs
Toronto, ON
- Full-time
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 13 hours ago
Medical Lab Technician (OPSEU LAB) - Hematology
LifeLabs
Mississauga, ON
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 13 hours ago
Lab Technical Assistant (BCGEU)
LifeLabs
Burnaby, BC
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 13 hours ago
Medical Lab Technologist (OPSEU LAB), Chemistry
LifeLabs
Mississauga, ON
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 13 hours ago
L
Medical Lab Technologist (OPSEU LAB), Chemistry - Temporary Full Time (6 months)
LifeLabs
Mississauga, ON
- Full-time
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 13 hours ago
Medical Lab Technologist (OPSEU LAB), Microbiology
LifeLabs
Toronto, ON
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 13 hours ago
Lab Patient Technician
LifeLabs
Regina, SK
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 13 hours ago
L
Lab Patient Technician - Part Time - Petawawa, ON
LifeLabs
Petawawa, ON
- Part-time
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 14 hours ago
Production Support Engineer
Capgemini
Toronto, ON
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Added 14 hours ago
D
Shopping & Marketplace Strategist (Remote Canada) - Future Opening
Directive
Remote, Canada
- Full-time
- Remote
🙏 Medical, dental, vision plans, disability, and life insurance coverage for you and your family that fit your lifestyle
Added 14 hours ago
D
Account Strategist, Commerce (Remote Canada) - Future Opening
Directive
Remote, Canada
- Full-time
- Remote
🙏 Medical, dental, vision plans, disability, and life insurance coverage for you and your family that fit your lifestyle
Added 14 hours ago
Medical Lab Technologist (OPSEU LAB), Chemistry
LifeLabs
Toronto, ON
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 14 hours ago
L
Lab Patient Technician - Part Time Regular - Morrisburg, ON
LifeLabs
Morrisburg, ON
- Part-time
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results…
Added 15 hours ago
Oracle EPM Engineer
Capgemini
Montreal, QC
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Added 15 hours ago
SRE-System & API Gateway Support Specialist
Capgemini
Toronto, ON
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Added 15 hours ago
R
Scientific Communications and Medical Information Specialist
Roche
Mississauga, ON · Canada Pharma Campus
- Full-time
As the Scientific Communications and Medical Information (SCMI) Specialist you will be able to bring your scientific expertise and passion to a team that is delivering on the external needs…

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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