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Added 2 mins ago
Meat - Manager Meat
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Kamloops, BC
The Meat Manager is responsible for coaching, motivating, and developing department staff to foster customer loyalty, fulfil customer needs and actively contribute to an environment of…
Added 2 mins ago
T
Operations Analyst III
TD
Mississauga, ON
- Full-time
Identify, document, and investigate processes/exceptions arising from transactions/processes beyond first level operations service delivery
Added 3 mins ago
ASSISTANT MANAGER
Boutique La Vie En Rose
Stratford, ON
…smoothly and that your team provides the best possible customer service. When you’re working as acting manager, your tasks will include meeting overall goals, maintaining our corporate…
Added 3 mins ago
REGISTERED PRACTICAL NURSE
Southbridge Healthcare LP
Trent Hills, ON
Plan, direct, supervise and evaluate the work of nursing and personal care staff assigned to the unit. Orient and train new personnel and may participate in in-service education. Monitor…
Added 3 mins ago
009 - Transitional Housing Case Coordinator
Métis Nation of Ontario
Thunder Bay, ON
…what MNO culture is, it’s difficult, because of our diverse leadership styles, and the different programs and services offered. What that really means is there is a place for almost…
Added 3 mins ago
TS
Behaviour specialist
The Salvation Army Canada and Bermuda Territory
Toronto, ON · Broadview Village
- Full-time
Utilizing a mediator model of service, structure intervention programs for staff to carry out, monitor progress, evaluate effectiveness, and revise plans as necessary
Added 3 mins ago
MH
Assistant General Manager - Gahan House Nova Centre
Murphy Hospitality Group
Halifax, NS
- Full-time
…operations, including, staffing, scheduling, cost controls, staff training, and administration. The Assistant Manager will be responsible for overseeing team members and taking an active…
Added 3 mins ago
D
Operations Supervisor - Event Facilities Services
Dexterra
Halifax, NS
- Full-time
…fast-paced setting and takes pride in delivering exceptional service during high-profile events and large-scale public…
Added 3 mins ago
TD
Sales Arborist
The Davey Tree Expert Company
Colborne, ON
- Full-time
With residential tree service offices across Canada, Davey Tree and our employees are dedicated to providing all aspects of professional tree care for our customers. Davey Tree arborists…
Added 3 mins ago
UP
Safety Supervisor
United Petroleum Transport
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…compliance, and operational excellence while delivering exceptional service to our…
Added 18 mins ago
CO
Job ID #31810: Senior Process Engineer, Plant Operations
City of Hamilton
Hamilton, ON
- Full-time
…much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged…
Added 18 mins ago
BG
Collision Estimator/Repair Planner (Scarborough Center)
Boyd Group Services
Toronto, ON
- Full-time
A Professional Atmosphere, Great Working Conditions with Dynamic Leadership
Added 18 mins ago
B
Manager, Business Restructuring & Turnaround Services
BDO
Vancouver, BC
- Full-time
…our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a…
Added 18 mins ago
MP
Clinic Coordinator
McAtee Psychology
Calgary, AB
- Full-time
Our close-knit team of psychologists, mental health professionals, and administrative staff values excellence, collaboration, accountability, and connection. We take pride in delivering…
Added 18 mins ago
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Winkler Truck Stop Shift Supervisor Full-Time w/benefits
Co-op
Winkler, MB
- Full-time
The Shift Supervisor will lead by example by delivering outstanding customer service and maintaining Co‑op image standards. In this role, you will take on a variety of responsibilities,…
Added 18 mins ago
C
Morden Gas Bar Shift Supervisor Full-Time w/benefits
Co-op
Morden, MB
- Full-time
The Shift Supervisor will lead by example by delivering outstanding customer service and maintaining Co‑op image standards. In this role, you will take on a variety of responsibilities,…
Added 18 mins ago
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BOH Supervisor
Co-op
Prince Albert, SK
- Full-time
…Kitchen Manager. You are responsible for overseeing kitchen staff performance, ensuring consistency, and maintaining the highest standards of food quality and…
Added 18 mins ago
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Quality Lead Hand (Afternoon Shift)
Precinmac
Milton, ON
- $22 to $26 CAD / hour
- Full-time
Oversee staff to ensure work is being performed according to established standards
Added 33 mins ago
FH
Portfolio Manager
Fraser Health
Surrey, BC
- Full-time
…timelines and resources; develops project budgets provides leadership to team members and facilitates service design, transition and operations management strategies. Coordinates the work…
Added 33 mins ago
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Senior Consultant, ServiceNow
KPMG
ON · Kitchener, Ontario
- Full-time
Establish long-term business relationships with client staff and senior management through engagements and networks in professional organizations;
Added 33 mins ago
AW
Banking Administrator
Aviso Wealth
Remote, Canada
- $46,000 to $55,000 CAD / year
- Full-time
- Remote
…leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who…
Added 33 mins ago
AW
Banking Administrator
Aviso Wealth
Remote, Canada
- $46,000 to $55,000 CAD / year
- Full-time
- Remote
…leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who…
Added 33 mins ago
Operations Advisor
Independent Electricity System Operator
Canada
Influence real change in real time by applying disciplined project leadership, seeing your work directly shape how new technologies, market rules, and grid connections come online.
Added 33 mins ago
Superintendent Park Board
City of Vancouver
Vancouver, BC
Provides supervision and leadership to staff including hiring, training, coaching, and performance management
Added 33 mins ago
P
Part Time Flex Sales Associate
Pandora
Winnipeg, MB
- Part-time
Flexible Sales Associate (Part-Time) is a role that fits your lifestyle. As a Flexible Staff Associate, you’ll jump in when it matters most (peak hours) to deliver incredible fan…

Bulletproof Solutions Inc

Managed Service Director

Toronto, ON, Canada

Full-time

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Applications open in a new tab.

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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