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Added 11 mins ago
SD
Director, Pharmacy Experience and Transformation
Shoppers Drug Mart
Toronto, ON
- Full-time
Reporting directly to the Senior Director, Enterprise Pharmacy Operations and Clinical Excellence, you will lead strategic projects that will help shape the future of pharmacy practice at…
Added 26 mins ago
UG
Supervisor, Creative Services and Strategy (Temporary, Full-time) Vancouver
Union Gospel Mission (Vancouver)
Vancouver, BC
- Full-time
…salaries, generous vacation and sick leave, an RRSP matching program, as well as the potential for educational assistance and flexible work arrangements. In addition, our extensive benefits…
Added 26 mins ago
UO
Director, Program Design and Delivery
University of Ottawa
Ottawa, ON
- Full-time
Reporting to the Executive Director, the Director, Program Design and Delivery holds a strategic mandate in advancing the quality, performance, innovation, governance, sustainability, and…
Added 40 mins ago
TS
Behaviour specialist
The Salvation Army Canada and Bermuda Territory
Toronto, ON · Broadview Village
- Full-time
Provide advice and support to any programs within Broadview Village and/or with external partners as directed by the Director of Quality, Risk and Education
Added 40 mins ago
EB
Senior Technical Program Manager (18 Month Contract)
EQ Bank
Toronto, ON
- Contract
The Senior Technical Program Manager (STPM) reports to the Director, Technical Program Management. The STPM owns end-to-end plan management and delivery execution for highly complex…
Added 55 mins ago
Senior Technical Program Manager (18 Month Contract)
EQ Bank | Canada's Challenger Bank
Toronto, ON
The Senior Technical Program Manager (STPM) reports to the Director, Technical Program Management. The STPM owns end-to-end plan management and delivery execution for highly complex…
Added 1 hour ago
Senior Manager, Data & Analytics
Domtar Products
Montreal, QC
Reporting to the Director, Mill Apps, Data & Analytics, Wood Products Applications, the Senior Manager, Data & Analytics leads a multidisciplinary team responsible for Data Management,…
Added 1 hour ago
E
Registered Practical Nurse (RPN) - Full time - Countryside
Extendicare
Sudbury, ON · Axm - Countryside
- Full-time
Reporting to the Director of Care (DOC) or Director of Health and Wellness (DHW), the Registered Practical Nurse (RPN) is responsible for providing planned, patient-oriented, goal-directed…
Added 1 hour ago
E
Registered Practical Nurse (RPN) - Part time - Countryside
Extendicare
Sudbury, ON · Axm - Countryside
- Part-time
Reporting to the Director of Care (DOC) or Director of Health and Wellness (DHW), the Registered Practical Nurse (RPN) is responsible for providing planned, patient-oriented, goal-directed…
Added 1 hour 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
Senior Staff Program Manager
Kaseya Careers
Vancouver, BC
We are looking for a Senior Staff Program Manager to lead a portfolio of complex, cross-functional business initiatives spanning New Product Introduction (NPI), process transformation,…
Added 1 hour ago
Senior Staff Program Manager
Kaseya Careers
Toronto, ON
We are looking for a Senior Staff Program Manager to lead a portfolio of complex, cross-functional business initiatives spanning New Product Introduction (NPI), process transformation,…
Added 2 hours ago
O
Retail Merchandise Manager
OLG
Sault Ste. Marie, ON · Toronto, ON · York Mills Office
- Full-time
…key deliverables, estimation, forecasting in alignment with senior stakeholders and project resources to ensure the successful delivery of the…
Added 2 hours ago
AC
Conventional Signaling Delivery Director – Track Team
Accenture Construct
Toronto, ON
- Full-time
Provide dedicated senior leadership for conventional signalling delivery within an
Added 2 hours ago
C
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
C
Program Advisory, Consulting & Execution, Senior Vice President
Citi
Mississauga, ON
- Full-time
The PACE team is a global, interdisciplinary team comprised of seasoned professionals with deep financial services, program advisory, and management consulting expertise. With team members…
Added 3 hours ago
FC
Team Manager Insurance Operations
Fidelity Canada
Mississauga, ON
- Full-time
…scaling an insurance operations capability that supports the delivery of life insurance solutions within Fidelity's Wealth…
Added 3 hours ago
S
Systems Assurance Director
SYSTRA
Toronto, ON
- Full-time
This role supports the Go Expansion Program. The role is associated with the Delivery Partners for Metrolinx on the program.
Added 3 hours ago
S
Conventional Signalling Director
SYSTRA
Toronto, ON
- Full-time
Experience operating at senior leadership level (Programme Manager / Delivery Director or equivalent)
Added 3 hours ago
S
Signalling and Train Controls Director (Engineering Services)
SYSTRA
Toronto, ON
- Full-time
This role is for Go Expansion Program and associated with the Delivery Partners for Metrolinx.
Added 3 hours ago
CS
Program Manager, Scotia Place Transition
Calgary Stampeder Football Club
Calgary, AB
- Full-time
Monitor progress against program milestones and identify schedule impacts or delivery risks.
Added 3 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
CT
Director, Data Governance Enablement
Canadian Tire Corporation
Toronto, ON
- Full-time
The Director, Data Governance Enablement is an enterprise subject matter expert in enterprise data governance, bringing deep expertise to drive best practices in governance frameworks,…
Added 3 hours ago
B
Operations Manager
BGIS
Toronto, ON
- Full-time
Responsible for operations and budget management, service delivery management, project management, client relationship management, health and safety, and emergency preparedness and business…
Added 4 hours ago
Executive Director, Campus Safety Services
Georgian College
ON
…including the coordination of effective communications and program training delivery to the college community and external response…

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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