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Added 4 mins ago
Human Resources Coordinator - Winter 2026/27
Sunshine Village Corporation
Banff, AB
Workplace Administration and Front Desk Support
Added 19 mins ago
B
IT Support Specialist
BGIS
Markham, ON
- Full-time
Serve as the first point of contact for IT support requests received by phone, email, chat, and self-service portals.
Added 34 mins ago
FR
Security Concierge
FirstService Residential Canada
Mississauga, ON
- Full-time
Provide exceptional Customer Service to Clients, Customers, Contractors and Visitors to client’s property.
Added 49 mins ago
Z
Client Account Manager
ZayZoon
Remote, Canada
- $67,000 to $106,000 CAD / year
- Full-time
- Remote
Permanently Remote: Work from a desk, a coffee shop, or in the great outdoors - our jobs are fully remote, forever
Added 49 mins ago
S
Scale Desk Administrator
SECURE
Fox Creek, AB
- Other
As Scale Desk Administrator, you will provide administrative support to the Landfill Operators and Facility Manager while supporting the day-to-day operations of the facility. You will be a…
Added 1 hour ago
Assistant Guest Experience Manager
West Edmonton Mall Property Inc. (West Edmonton Mall & Fantasyland Hotel)
Edmonton, AB
Support Front Desk employees with complex guest situations, service recovery, and operational questions.
Added 1 hour ago
Front End - Cashier
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Kamloops, BC
Operate Customer Service Desk following all procedures for lottery sales, refunds, bottle returns and inquiries
Added 1 hour ago
HR Advisor
ALS
North Vancouver, BC · CAN - BC - North Vancouver
Added 1 hour ago
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Developer - Virtual Agent Administrator
CGI
Montreal, QC
- Full-time
Assistance analyzing Service Desk team requirements for tooling based on predefined features
Added 1 hour ago
BC
Vice President, ETF Algo Engineer
BMO Capital Markets
Toronto, ON
- Full-time
BMO Capital Markets is a leading, full-service financial services provider. We offer corporate and investment banking, treasury management, as well as research and advisory services to…
Added 1 hour ago
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Keyholder (Part time) - Hazeldean Mall
RCL - Reitmans Canada Ltd/Ltée
Ottawa, ON
- Part-time
…in the fitting room, or completing transactions at the cash desk. Your reliability and attention to detail ensure smooth store operations and an exceptional shopping…
Added 1 hour ago
HR
Front Office Manager
Hyatt Regency
Vancouver, BC
- Full-time
…Manager (FOM) oversees Assistant Front Office Managers, Front Desk Hosts, Guest Service Agents, and Switchboard Operators. The FOM is responsible for all aspects of front desk operations,…
Added 1 hour ago
AC
Hospitality Supervisor
Aramark Canada
Calgary, AB
- Internship
Oversees front desk and concierge's tasks to ensure world class service is provided in the following areas:
Added 1 hour ago
TS
Full Time Shelter Worker
The Salvation Army Canada and Bermuda Territory
Nanaimo, BC
- Full-time
…needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks…
Added 1 hour ago
Administrative Clerk
University of Guelph
Guelph, ON
The Department of Psychology in the College of Social and Applied Human Sciences is seeking an organized, service-oriented individual for a temporary full-time Administrative Clerk…
Added 1 hour ago
CR
Front Office Supervisor
Casino Rama Resort
Rama, ON
- Full-time
Oversee the operations of the Front Desk, Guest Services and Valet departments to ensure the achievement of departmental objectives are service quality standards. Provide additional…
Added 1 hour ago
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Lot Associate -Open Availability
RONA
Belleville, ON
- Full-time
We operate or service corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to…
Added 1 hour ago
TH
Tool Rental Sales Part Time (NEPEAN)
The Home Depot
Ottawa, ON
- Part-time
Sales Associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Sales Associates have an emphasis on department and product…
Added 1 hour ago
TH
Order Picker: Full Time - TUSCANY
The Home Depot
Canada
- Full-time
…out of the store and loaded onto the truck. As part of the Service Desk team, Order Picker associates need to be comfortable handling basic customer order-related transactions, such as POS…
Added 1 hour ago
UH
Client Service Representative
University Health Network
Toronto, ON
- Part-time
Client Service Representative I practices in accordance with relevant legislation/standards, meeting the legal and ethical requirements of the profession.
Added 1 hour ago
R(
Keyholder (Part time) - Hazeldean Mall
Reitmans (Canada) Ltée/Ltd
Ottawa, ON
- Part-time
…in the fitting room, or completing transactions at the cash desk. Your reliability and attention to detail ensure smooth store operations and an exceptional shopping…
Added 1 hour ago
Director of Supply Chain Operations
Convergence Networks
Winnipeg, MB
Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic…
Added 2 hours ago
Concierge - Casual
Optima Living
AB · Red Deer County, AB
…move-in coordination, administrative tasks, and provides customer service that reflects Optima’s hospitality-focused…
Added 2 hours ago
Front Store - Clerk Front Store
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Lower Sackville, NS
Provide customers with friendly and professional service by processing their service requests, payments, and transactions in an efficient manner. Ensure accurate cash-handling procedures at…
Added 2 hours ago
Canada Territory Manager
Pure Fishing
QC
Travel frequently - expect to be on the road meeting clients, attending events, and ensuring superior service.

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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