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Added 28 mins ago
FH
Portfolio Manager
Fraser Health
Surrey, BC
- Full-time
Just as importantly, we are looking for a leader who understands that how we deliver matters. You will help build a positive, collaborative, and high-performing team culture where people…
Added 28 mins ago
S
Team Leader, Aquatics
Stantec
Fredericton, NB
- Full-time
Team Leaders at Stantec are purpose‑driven leaders and future builders of our business. As a front‑line people leader, you’ll play a critical role in shaping the next generation of talent -…
Added 44 mins ago
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Field Support Engineer II
''
Toronto, ON
- Full-time
The Field Support Engineer II is a senior onsite technical resource and a highly visible representative of Digital Technology. Reporting to the Manager, Regional Service Delivery, you will…
Added 44 mins ago
MI
DiTech - Payroll Administrator / Human Resource Generalist - 9 Month Contract
McWane, Inc.
Scoudouc, NB
- Contract
Be part of a respected global leader in the propane tank and pressure vessel industry.
Added 59 mins ago
W
Director, Geotechnical Engineering Prairies & North
WSP
Calgary, AB
- Full-time
…have the opportunity to build on the strength of our existing team, develop our people, expand our capabilities, and influence how we grow and serve our clients across the region. You will…
Added 1 hour ago
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Superintendent - Telecommunications (12-Month Contract)
Ledcor
Cambridge, ON · Kitchener, ON
- Full-time
This is a 12-month fixed term position. Apply Now! Join our Technical Services team in the Kitchener, ON area today!
Added 1 hour ago
BM
Retail Sales Expert - Scarborough
Brand Momentum
Toronto, ON · Scarborough, ON
- $27 CAD / hour
- Part-time
…(Territory-Based) to bridge the gap between frontline sales execution and Team Leads. This role is ideal for an experienced sales professional who consistently exceeds targets, demonstrates…
Added 1 hour ago
S
Senior Mechanical Engineer - Team Lead
Stantec
Edmonton, AB
- Full-time
Stantec is seeking a highly motivated Senior Mechanical Engineer / Team Leader to join our growing, multidisciplinary Buildings team.
Added 1 hour ago
Co-op Assistant Coordinator, Cost Controls
Aecon
Toronto, ON
…Women in Trades and diversity programs, as well as our Employee Resource Groups (ERGs), to ensure we are building with top talent and harnessing our collective strengths within every aspect…
Added 1 hour ago
Postgraduate Curriculum & Remediation Assistant
University of Toronto
Toronto, ON
…the Toronto Academic Health Science Network and is a global leader in ground-breaking research and education, spanning clinical medicine, basic science and the rehabilitation sciences…
Added 1 hour ago
MF
Field Support Engineer II
McCain Foods
Toronto, ON
- Full-time
The Field Support Engineer II is a senior onsite technical resource and a highly visible representative of Digital Technology. Reporting to the Manager, Regional Service Delivery, you will…
Added 1 hour ago
JA
Electrical Component Engineering Intern (Summer 2027, 16months)
JR Automation
Toronto, ON
- $23 to $30 CAD / hour
- Full-time
A chance to build your career with a global leader driving digital transformation and innovation that helps support sustainable future
Added 1 hour ago
JA
Software Analyst Intern (Winter 2027, 8 months)
JR Automation
Toronto, ON
- $23 to $30 CAD / hour
- Full-time
A chance to build your career with a global leader driving digital transformation and innovation that helps support sustainable future
Added 1 hour ago
JA
Hardware Test Engineering Intern (Summer 2027, 16months)
JR Automation
Toronto, ON
- $23 to $30 CAD / hour
- Full-time
A chance to build your career with a global leader driving digital transformation and innovation that helps support sustainable future
Added 1 hour ago
JA
Quality Assurance Intern (Winter 2027, 12months)
JR Automation
Toronto, ON
- $23 to $30 CAD / hour
- Full-time
A chance to build your career with a global leader driving digital transformation and innovation that helps support sustainable future
Added 1 hour ago
JA
AI Intern, Supply Chain (Winter 2027, 12months)
JR Automation
Toronto, ON
- $23 to $30 CAD / hour
- Full-time
A chance to build your career with a global leader driving digital transformation and innovation that helps support sustainable future
Added 1 hour ago
E&I Technician
Steel Reef Infrastructure Corporation
Lampman, SK
Focusing our efforts within the Western Canadian Sedimentary Basin and Bakken Resource Play, Steel Reef has become a market leader in developing the emissions-to-energy practice to supply…
Added 1 hour ago
JA
SAP Senior Functional Specialist FICO/PS
JR Automation
Toronto, ON
- Full-time
…supporting both project and production support activities. This SAP resource is the primary liaison between the Finance/Project Business teams and the Information System’s Business…
Added 2 hours ago
SB
Flight Coordination Specialist
Skyservice Business Aviation
Calgary, AB · Mississauga, ON
- Full-time
Skyservice is the North American market leader in business aviation. Built on the key principles of safety and service excellence, we offer full-service support and expertise in aircraft…
Added 2 hours ago
JA
Project Management Intern (Winter 2027, 8months)
JR Automation
Toronto, ON
- $23 to $30 CAD / hour
- Full-time
A chance to build your career with a global leader driving digital transformation and innovation that helps support sustainable future
Added 2 hours ago
JA
Chercheur scientifique – Réseau électrique Cybersécurité/Research Scientist – Power Grid Cybersecurity
JR Automation
Montreal, QC · Saint-Laurent, QC
- Full-time
Hitachi Énergy est un leader technologique pionnier qui contribue à augmenter l’accès à une énergie abordable, fiable, durable et moderne pour tous. Nous faisons en sorte que vos lumières…
Added 2 hours ago
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OCS Design Delivery - Senior Manager
SYSTRA
Toronto, ON
- Full-time
SYSTRA Canada is part of the SYSTRA group, an international consulting and engineering group, a world leader in the design of transport infrastructures. SYSTRA Canada is an engineering and…
Added 2 hours ago
S
Signalling and Train Controls Director (Engineering Services)
SYSTRA
Toronto, ON
- Full-time
…delivery partners and specialist signalling suppliers. Lead, resource and mentor the Signalling and Train Control engineering…
Added 2 hours ago
A
Représentant (e) du support à la production / Representative Production Support
ADP
Montreal, QC
- Part-time
…l'administration du temps, des impôts et des avantages sociaux et un leader en matière de services d'externalisation des activités, d'analytique et d'expertise en conformité. Nous croyons…
Added 2 hours 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…

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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