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Added 8 mins ago
SC
Full Time Front End Manager - Cloverdale/Quadra Store Victoria BC
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Victoria, BC
- Full-time
Full knowledge of total store and department operations
Added 8 mins ago
Licensed Practical Nurse
Connecting Care (2000) Inc.
Grimshaw, AB
At Connecting Care, we proudly embrace The Eden Alternative™ philosophy as a guiding force for every facet of community operations. This revolutionary approach to care prioritizes resident…
Added 8 mins ago
Corporate Store Supervisor I
Bulk Barn
Welland, ON
Lead staff and ensure that Bulk Barn standards are upheld.
Added 8 mins ago
TC
Health & Safety Manager
Trinity Consultants Canada
Terrace, BC
- Full-time
Lead, mentor, and support safety personnel across Canadian operations, providing strategic direction, performance management, and technical oversight while ensuring consistent…
Added 8 mins ago
S
Store Manager - Full Time - Winnipeg, Premium Outlet, MB
Swarovski
Winnipeg, MB
- Full-time
Ready to lead with purpose at one of the most iconic brands in fashion and design? Join our retail team and drive a culture where creativity, customer service, and team spirit shine with…
Added 8 mins ago
GD
GARAGE - Operations Team Leader FT - Carrefour Angrignon
Groupe Dynamite, Inc Garage
Montreal, QC · LaSalle, Quebec
- Full-time
Reporting to the Store Manager, your main focus as Operations Team Lead is to maximize company sales and profitability by maintaining stockroom organization and by managing inventory…
Added 9 mins ago
JA
Solution Engineering Manager
JR Automation
Toronto, ON
- Full-time
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…
Added 9 mins ago
AC
Conventional Signaling Delivery Director – Track Team
Accenture Construct
Toronto, ON
- Full-time
…Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth…
Added 23 mins ago
C
Program Advisory, Consulting & Execution, Senior Vice President
Citi
Mississauga, ON
- Full-time
Lead the scoping, design, and execution of target operating model and process transformation initiatives; partner with senior business, operations, and functional leadership to establish…
Added 23 mins ago
Team Coordinator Customer Service (Living Benefits)
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Montreal, QC · Regina, SK
We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:
Added 38 mins ago
Program Administrator (Education)
Wilfrid Laurier University
Brantford, ON
Full-time/Part-time: Full Time (>=1249 hrs/year)
Added 38 mins ago
SB
Flight Coordination Specialist
Skyservice Business Aviation
Calgary, AB · Mississauga, ON
- Full-time
…activities, and help ensure the consistent execution of flight operations across the fleet. Working closely with the Team Lead, Flight Coordination, you support operational continuity…
Added 38 mins ago
SD
Pharmacist, Hourly Part Time Day
Shoppers Drug Mart
Vancouver, BC
- Part-time
To manage the operations of the Pharmacy while on duty, including providing consultation to both customers and health care providers, practice to full scope in providing professional…
Added 38 mins ago
L
Branch Manager - Office 1699
LendDirect
Kitchener, ON
- Full-time
…provincial average. The actual base salary offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge,…
Added 38 mins ago
US
Seasonal Personal Vehicle Driver - Winnipeg Spin
UPS Supply Chain Solutions
Winnipeg, MB · CA - WINNIPEG CENTER (MBWIN)
- Part-time
Employment: Seasonal, with an opportunity to obtain full time employment
Added 38 mins ago
JA
HSSE Manager - New construction
JR Automation
London, ON
- Full-time
Lead and develop the HSSE team supporting facility design, construction, commissioning, and the transition to operations.
Added 38 mins ago
JA
Superviseur(e) de Production (quart de nuit) / Production Supervisor (night shift)
JR Automation
Varennes, QC
- Full-time
Diplôme collégial ou universitaire en gestion des opérations ou dans un domaine connexe.
Added 38 mins ago
BC
Registered Nurse- Paeds
Brant Community Healthcare System
Brantford, ON
- Full-time
At BCHS, we are driven by a bold vision: To Lead Beyond Care. As a two-site community hospital system in Brantford and Paris, Ontario, we serve with purpose, passion, and a deep commitment…
Added 38 mins ago
JA
Learning and Development Specialist
JR Automation
Stoney Creek, NB
- Full-time
…learning partner for the repair operation, working closely with Operations, Quality, EHS, and technical subject matter experts to design, develop, implement, and continuously improve…
Added 38 mins ago
JA
Improvement Project Implementation Intern
JR Automation
Stoney Creek, NB
- Full-time
Lead and work alongside a suitable team of factory employees
Added 38 mins ago
JA
Technical Specialist, Quality Assurance
JR Automation
Burnaby, BC
- Full-time
The Company provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:
Added 38 mins ago
JA
Technical Safety Specialist
JR Automation
Burnaby, BC
- Full-time
The Company provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:
Added 38 mins ago
JA
QA/QC Engineer
JR Automation
Mississauga, ON
- Full-time
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…
Added 38 mins ago
JA
Business Development Manager – Substation Services & Lifecycle Solutions
JR Automation
Stoney Creek, NB
- Full-time
…projects. You will work closely with customers, engineering, operations, field service teams, product groups, and commercial stakeholders to develop innovative solutions that address asset…
Added 38 mins ago
W
Gestionnaire financier(ère)
Wilson
Montmagny, QC
- $100,000 to $120,000 CAD / year
- Full-time
…le suivi des performances. En collaboration avec les équipes Opérations et Finance du Groupe, le Responsable Financier d'Usine transforme les données financières en informations…

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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