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Added 14 mins ago
C
Executive Director, Global Markets Resource Optimization
CIBC
Toronto, ON
- Full-time
…improve how trade-offs are evaluated and resources are allocated. Partner with senior leadership to inform strategic decision-making and business…
Added 14 mins ago
Civil Engineer
WSP
Kingston, ON
…design, your work will support sustainable growth and improve quality of life for…
Added 14 mins ago
AL
Client Service Technician
Air Liquide
Dartmouth, NS
- Full-time
Air Liquide Home Healthcare Canada is a leading provider of sleep apnea tests, treatments, and home oxygen services. We partner closely with the healthcare community to deliver an…
Added 14 mins ago
M
Contract Management Senior Specialist
Manulife
Halifax, NS · Toronto, ON · Waterloo, ON · Montreal, QC
- Full-time
Partner closely with Vendor Governance Risk Management, Vendor Information Security Management, and Operational Risk to appropriately assess, mitigate, and manage third‑party risk.
Added 14 mins ago
TW
Automotive Service Technician
The Warrington Group Inc.
Hammonds Plains, NS
- Full-time
With locations throughout Metro Halifax, their teams are committed to delivering quality automotive service, building lasting customer relationships, and creating a positive experience for…
Added 14 mins ago
O
Sr Customer Success Manager - Oracle Health
Oracle
Canada
- $79,900 to $131,300 CAD / year
- Full-time
Facilitate resolution of complex issues, acting as the escalation point and ensuring timely, high-quality outcomes.
Added 14 mins ago
LL
Social Media Manager
LEAP Legal Software
Remote, Canada
- $85,000 to $100,000 CAD / year
- Contract
- Remote
Monitor performance and recommend changes based on engagement, audience growth, traffic, lead volume and quality, and conversion signals
Added 14 mins ago
Technical Project Manager
Meyer Sound
Vernon, BC
…coordinating technical communication across time zones and ensuring partner deliverables meet Meyer Sound requirements for performance, quality, reliability, and…
Added 14 mins ago
P
Divisional Sales Manager- Southern Ontario
Pandora
Toronto, ON
- Full-time
Partner with Divisional Sales Director to set sales and KPI goals for the owned channels within the region
Added 14 mins ago
SAP SuccessFactors Learning Lead - Senior Consultant / Manager
EY
Edmonton, AB · AB · Winnipeg, MB · Dieppe, NB · Saint John, NB · St. John's, NL · Halifax, NS · London, ON · Ottawa, ON · Toronto, ON · ON · Saskatoon, SK · Waterloo, ON · Calgary, AB
Partner with clients to define learning strategies and translate them into scalable SAP SuccessFactors Learning solutions.
Added 14 mins ago
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Director, HOA Governance and Property Management
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Corporate Headquarters Toronto
- Full-time
Partner with legal counsel on complex governance matters, including enforcement and policy development.
Added 29 mins ago
Operations Technician - Hebron or Hibernia
ExxonMobil
St. John's, NL
…Company (HMDC) to help create sustainable solutions that improve quality of life and meet society’s evolving needs. Learn more about our What and our Why and how we can work…
Added 29 mins ago
RB
Manager, YouTube & Affiliates
Royal Bank of Canada
Toronto, ON
- Full-time
…narratives, and an affiliate program that guides, and optimizes partner publisher content. The throughline is execution - you are the person making the work happen, not just planning it.…
Added 29 mins ago
IB
Account Manager - Creative
Innovative Beauty Group
Mississauga, ON
- $75,000 to $95,000 CAD / year
- Full-time
Own day-to-day client relationships, serving as a responsive, knowledgeable partner who understands each client’s business, priorities, brand, and expectations.
Added 44 mins ago
Senior Technical Animator
2K
Montreal, QC
Partner with animation and engineering leads to refine authoring pipelines, document tools and processes, and mentor team members in best practices.
Added 44 mins ago
D
Senior Digital Project Manager - 6 month FTC
DEPT®
Toronto, ON
- $70,000 to $80,000 CAD / year
…CRM, and Technology & Data. We’re 50|50 tech and marketing, partner-led, and first to move. Clients include Google, Lufthansa, Meta, eBay, and OpenAI. We have been certified B Corp and…
Added 44 mins ago
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Manager, Elgin Withdrawal Management & Crisis Intervention
CMHA Thames Valley Addiction and Mental Health Services
St. Thomas, ON
- $44.68 to $45.52 CAD / hour
- Full-time
…skills, building their resilience, improving overall health and quality of life, and ultimately achieving their recovery…
Added 59 mins ago
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Medical Writer (RID00239)
Red Nucleus
Toronto, ON
- Full-time
…cross-functional teams, the Medical Writer supports the delivery of high-quality content that meets client objectives and industry…
Added 59 mins ago
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Manager, YouTube & Affiliates
RBC
Toronto, ON
- Full-time
…narratives, and an affiliate program that guides, and optimizes partner publisher content. The throughline is execution - you are the person making the work happen, not just planning it.…
Added 1 hour ago
Senior Associate, Programmatic
WPP Media
Toronto, ON
WPP is the trusted growth partner for the world’s leading brands. With exceptional talent, trusted data and intelligence, and world-class partnerships – all united by our pioneering agentic…
Added 1 hour ago
T
Senior Manager, TDS Operations
TD
Toronto, ON · Montreal, QC
- Full-time
Partner with Product, Technology, Governance, and Control teams to support the launch of Supply Chain Finance products and the related platform.
Added 1 hour ago
T
Senior Manager, Advanced Analytic, Insurance Model Validations (Quants)
TD
Toronto, ON
- Full-time
Work with team to deliver high quality model validation reports with adequate information and justification to support validation conclusions and Audit / regulator review / assessment of…
Added 1 hour ago
T
Audit Manager II ( Business Intelligence Engineering)
TD
Toronto, ON
- Full-time
Partner with audit leadership and business stakeholders to understand reporting requirements and translate business needs into analytical solutions.
Added 1 hour ago
T
Senior Manager, Treasury Data Integration
TD
Toronto, ON
- Full-time
…related regulatory and management reporting needs. This role will partner with business, technology, risk, and data management stakeholders to define, deliver, and govern finance data…
Added 1 hour ago
T
Senior Manager, Data Science – Marketing Measurement & Analytics
TD
Toronto, ON
- Full-time
Partner across Marketing, business, data and analytics teams to establish consistent measurement methodologies, definitions and reporting that improve decision-making and Marketing…

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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