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Added 26 mins ago
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Manager, Client Engagement - Wayfinding
BrandActive
Toronto, ON
- $100,000 to $150,000 CAD / year
- Full-time
…through ambiguity. You should be able to quickly make sense of new information, develop a point of view, and make sound, defensible recommendations. Strong client leadership, facilitation,…
Added 56 mins ago
W
Director, Geotechnical Engineering Prairies & North
WSP
Calgary, AB
- Full-time
As Director, Geotechnical Engineering – Prairies & North, you will have the opportunity to build on the strength of our existing team, develop our people, expand our capabilities, and…
Added 56 mins ago
HR Advisor
ALS
North Vancouver, BC · CAN - BC - North Vancouver
Escalate complex, high-risk, sensitive, or senior-level matters to the HR Director as appropriate;
Added 1 hour ago
PV
District Manager - AB South
Pet Valu
AB · HOME - Alberta
- Full-time
Monitor local competition and reports to the Real Estate department on relevant market activity, i.e., construction, anchor tenant changes, mall renovations, new home development
Added 1 hour ago
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Bilingual Social Media Specialist
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC
- Full-time
Reporting to the Director of Content, Brand, the Social Media Specialist is a key member of Manulife Canada’s Brand team. The role manages and advances Manulife Canada’s organic social…
Added 1 hour ago
R
Director, Business Marketing – Canada
RBC
Toronto, ON
- Full-time
The Director of Business Marketing leads strategic marketing for RBC Capital Markets' Canadian businesses, including Corporate and Investment Banking, Global Markets, Sustainable Finance,…
Added 2 hours ago
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Senior Consultant, Control Optimization & Analytics
CIBC
Toronto, ON
- Full-time
Reporting to Director, Advanced Analytics, Strategy and Transformation, you will be a senior contributor for developing and delivering on the Advanced Analytics team’s technical solution…
Added 2 hours ago
FS
Responsable du Marketing / Marketing Manager
Four Seasons Hotels and Resorts
Montreal, QC · Four Seasons Montreal
- Full-time
…individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing…
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…
Added 3 hours ago
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Operations Manager
BGIS
Toronto, ON
- Full-time
▪ Assists National Director-Operations with development of operating and capital budgets; manages budgets for assigned areas of
Added 3 hours ago
Executive Director, Campus Safety Services
Georgian College
ON
The Executive Director, Campus Safety Services provides strategic leadership and oversight for the College’s 24/7 campus safety and security operations. This role is responsible for…
Added 3 hours ago
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Director - East Harbor
SYSTRA
Toronto, ON
- Full-time
Reporting to the Stations Vice President, the Owners Representative Director - Stations will provide project management and leadership to the two Alliance delivered new stations on the GO…
Added 3 hours ago
GT
Specialist, Supplier Relationship Management
Greater Toronto Airports Authority
Toronto, ON
- Full-time
…passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel…
Added 4 hours ago
AW
Senior Manager, Investment Fund Operations
Aviso Wealth
Remote, Canada
- $115,000 to $135,000 CAD / year
- Full-time
- Remote
Reporting to the Senior Director, Fund Operations & Strategic Relationships, the Senior Manager will be responsible for supporting the day-to-day operational execution, governance, and…
Added 4 hours ago
AW
Senior Manager, Investment Fund Operations
Aviso Wealth
Remote, Canada
- $115,000 to $135,000 CAD / year
- Full-time
- Remote
Reporting to the Senior Director, Fund Operations & Strategic Relationships, the Senior Manager will be responsible for supporting the day-to-day operational execution, governance, and…
Added 4 hours ago
A
Senior Manager, Investment Fund Operations
Aviso
Vancouver, BC
- $115,000 to $135,000 CAD / year
- Full-time
Reporting to the Senior Director, Fund Operations & Strategic Relationships, the Senior Manager will be responsible for supporting the day-to-day operational execution, governance, and…
Added 4 hours ago
A
Senior Manager, Investment Fund Operations
Aviso
Toronto, ON
- $115,000 to $135,000 CAD / year
- Full-time
Reporting to the Senior Director, Fund Operations & Strategic Relationships, the Senior Manager will be responsible for supporting the day-to-day operational execution, governance, and…
Added 4 hours ago
CO
Job ID #32296: Manager, IT Infrastructure
City of Hamilton
Hamilton, ON
- Full-time
…home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the…
Added 6 hours ago
CC
Chief Executive Officer
Canadian College of Health Leaders - Northwestern Ontario Chapter
Clarington, ON
- Full-time
This is more than a senior leadership appointment. It is an opportunity to build an organization from the ground up, turn a shared vision into action, and make a lasting impact on access to…
Added 7 hours ago
NB
Senior Account Manager, Real Estate Financing
National Bank of Canada
Montreal, QC
- Full-time
A career as a Senior Account Manager in the Real Estate Finance team of the Commercial & Private Banking 1859 sector at the National Bank means supporting the best players in the real…
Added 10 hours ago
CH
DIRECTOR OF SALES AND MARKETING – 53 NORTH COLLECTION
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AB · Edmonton, AB
- Full-time
…our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are…
Added 12 hours ago
FN
Director of Development Engineering
FAMU National Alumni Association
Brantford, ON
- Full-time
Reporting to the Commissioner of Community Development, the Director of Development Engineering leads a multi-disciplinary team responsible for engineering review, approvals, and…
Added 13 hours ago
RB
VP, Commercial FX Advisory Sales
Royal Bank of Canada
Toronto, ON
- Full-time
The level of the position (Director OR VP) will be determined based on the candidate's experience and qualifications. Compensation for this role includes a competitive base salary, a…
Added 19 hours ago
A
Senior Manager, Global Retail Talent Development
ARC'TERYX
North Vancouver, BC
- Full-time
Reports to: Senior Director, Global Functional Development
Added 19 hours ago
AE
Senior Manager, Global Retail Talent Development
Arc'teryx Equipment
North Vancouver, BC
- Full-time
Reports to: Senior Director, Global Functional Development

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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