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Added 7 mins ago
TC
Health & Safety Manager
Trinity Consultants Canada
Terrace, BC
- Full-time
…workers' compensation requirements, industry standards, and client-specific expectations across business units and…
Added 7 mins ago
T
Workplace Ambassador
TD
Ottawa, ON
- Full-time
…welcoming, engaging and human. This isn't a desk job; it's a moving, people-focused role that enhances the office experience. You'll spend your day in motion: keeping shared spaces…
Added 7 mins ago
IH
Marketing Manager
Inspired HR Ltd
Calgary, AB
- Part-time
Marketing professional services starts with helping people understand the value of expertise, relationships, and trust. You will bring Inspired HR’s story to life, showcasing our people,…
Added 22 mins ago
D
Senior Advisor, Digital Innovation and Transformation
Desjardins
Toronto, ON
- Full-time
…areas of Channel Shift, digital adoption, and the evolution of services offered to members, clients, and partners. The Principal Advisor, Digital Innovation and Transformation will help…
Added 22 mins ago
C
Senior Consultant, Employee Technology Services
CIBC
Toronto, ON
- Full-time
…support strategies. As a Senior Consultant, Employee Technology Services, you'll provide leadership and subject matter expertise across automation and continuous improvement initiatives…
Added 22 mins ago
BP
Corporate Host
Brookfield Properties
Calgary, AB · Royal Bank Building
- Full-time
BGRE is a premier, global real estate partner to the world’s most ambitious businesses. It operates and develops the real estate they rely on to grow with conviction across markets and…
Added 22 mins ago
B
Bilingual Client Service Professional, Personal Debt Solutions
BDO
Montreal, QC
- Full-time
BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and…
Added 22 mins ago
B
Client Service Professional, Personal Debt Solutions
BDO
Halifax, NS
- Full-time
BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and…
Added 37 mins ago
FC
Team Manager Insurance Operations
Fidelity Canada
Mississauga, ON
- Full-time
…and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we…
Added 37 mins ago
AW
Banking Administrator - OP-26-977
Aviso Wealth
Remote, Canada
- $46,000 to $55,000 CAD / year
- Full-time
- Remote
Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and…
Added 37 mins ago
AW
Banking Administrator - OP-26-977
Aviso Wealth
Remote, Canada
- $46,000 to $55,000 CAD / year
- Full-time
- Remote
Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and…
Added 37 mins ago
QA Architect
Konrad
Toronto, ON
Konrad is an AI-driven digital consultancy and product-innovation firm providing AI, strategy, design, and technology services to the world’s most ambitious businesses and brands.
Added 37 mins ago
LS
Head of Product Partnerships - Permanent - 19563
LRO Staffing
Toronto, ON
- Full-time
Our client, a well established and profitable Canadian company, is looking for a hands on, product first Head of Product Partnerships to join their team in Toronto! The business is…
Added 37 mins ago
A
Banking Administrator - OP-26-977
Aviso
Vancouver, BC
- $46,000 to $55,000 CAD / year
- Full-time
Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and…
Added 37 mins ago
A
Banking Administrator - OP-26-977
Aviso
Toronto, ON
- $46,000 to $55,000 CAD / year
- Full-time
Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and…
Added 53 mins ago
MI
Associate Director, Business Data Office, Client Data Team
MUFG Investor Services
Halifax, NS
- Full-time
At MUFG Investor Services, we partner with some of the world’s most sophisticated public and private funds to help them operate with confidence and scale. We bring together fund…
Added 1 hour ago
BS
Managed Service Director
Bulletproof Solutions Inc
Toronto, ON
- Full-time
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…
Added 1 hour ago
SL
AVP, Technology Lead - Digital
Sun Life
Toronto, ON · Waterloo, ON · Montreal, QC · Sun Life Toronto One York
- Full-time
The role combines strategic leadership, technical oversight, people leadership, delivery execution, operational accountability, and vendor/financial management to drive technology…
Added 1 hour ago
D
Customer Care Representative
Dynacare
Brampton, ON
- Full-time
Coordinate the distribution of Partner/Customer Update communication using the preferred delivery method for each partner/client
Added 1 hour ago
D
Customer Care Representative
Dynacare
Brampton, ON
- Full-time
Coordinate the distribution of Partner/Customer Update communication using the preferred delivery method for each partner/client
Added 1 hour ago
RM
Director and Chief Human Resources Officer (CHRO)
Regional Municipality of Peel
Canada
- Other
…Resources Officer (CHRO) will be Peel Region’s senior-most people executive, serving as a strategic counsellor to the Chief Administrative Officer, Regional Council, and the Executive…
Added 1 hour ago
O
Senior People Business Partner (Remote Canada)
Optro
Remote, Canada
- $128,000 to $176,000 CAD / year
- Full-time
- Remote
As a member of the People Business Partner team, you’ll have the opportunity to partner with leaders, managers, and employees in our Customer Advisory Services, Finance, and Legal…
Added 1 hour ago
A
Recruiting Analyst
Accenture
Montreal, QC
- Full-time
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their…
Added 2 hours ago
C
Customer Service Rep – On-Site (Bilingual: French / English)
Concentrix
Chatham-Kent, ON · Chatham, ON
- Full-time
Maintain broad knowledge of client products and/or services
Added 2 hours ago
T
Operations Manager (Civil/FTTH Construction)
Telecon
Saskatoon, SK
- Full-time
Our mission is to be the most innovative and valued communications infrastructure services partner to our customers, enabling them to play a key role in the transformation of…

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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