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Added 14 mins ago
RB
Branch Manager - Kitchener-Waterloo Market - Elmira Branch
Royal Bank of Canada
Kitchener, ON
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 14 mins ago
SC
General Manager Food Services (CSNM), Long Term Care (81357001)
Sodexo Canada Ltd
Scarborough Bluffs Park, ON · Scarborough, Ontario
- Full-time
Proven leadership and line management skills and the ability to build, lead and motivate a team
Added 14 mins ago
T
Customer Evolution Manager, SAP AMS
Talan
Toronto, ON · Montreal, Québec
- $140,000 to $200,000 CAD / year
- Full-time
You also use AI-enabled delivery tools, drive adoption across the team, and contribute to their improvement.
Added 14 mins ago
Area Manager II, YYC1
Amazon
Calgary, AB
…motivated, customer-focused individuals who want to join our team as an Area Manager. In this role, you will lead a team of hourly workforce and will be responsible for engaging your team…
Added 14 mins ago
A
Senior Civil Engineer - Part Time
AECOM
Winnipeg, MB
- $175,000 to $192,000 CAD / year
- Part-time
…your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other…
Added 14 mins ago
RB
Manager NAV Production
Royal Bank of Canada
Toronto, ON
- Full-time
Lead a team of Fund Accountants in delivering timely and accurate daily NAVs for a group of mutual funds
Added 14 mins ago
R
Branch Manager - Kitchener-Waterloo Market - Elmira Branch
RBC
Kitchener, ON
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 14 mins ago
R
Director, Business Marketing – Canada
RBC
Toronto, ON
- Full-time
Thought Leadership Distribution & Campaigns – Partner with the Content & Insights team to transform Canadian insights - including economics and market strategy, RBCCM research, sector…
Added 14 mins ago
Director of Supply Chain Operations
Convergence Networks
Winnipeg, MB
…feedback from all levels and brings suggestions to the Leadership Team for tactical and strategic adjustments based on data driven…
Added 14 mins ago
PC
Senior Accountant
Pacific Coast Fruit Products Ltd.
Abbotsford, BC
- $85,000 to $95,000 CAD / year
- Full-time
…success stories, and we are looking to grow and take on new team…
Added 14 mins ago
IP
Quality Systems Coordinator
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Red Deer, AB
- Full-time
At Interpro Pipe & Steel Inc., our strength starts with our people! As a team we collaborate to solve problems, contribute ideas and challenge each other to ensure growth and ultimately…
Added 14 mins ago
JA
Accounts Payable Lead
JR Automation
Toronto, ON
- Full-time
The Accounts Payable Lead reports to the Director of Accounting within Finance.
Added 29 mins ago
Director, Total Rewards
WestJet Group
Calgary, AB
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Added 29 mins ago
Licensed Practical Nurse
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…collaborative approach with Residents and their entire Care Team including the Resident’s family, external health care professionals and our own employee care partners, you are responsible…
Added 29 mins ago
E&I Technician
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Lampman, SK
Steel Reef is seeking an Electrical and Instrumentation (E&I) Technician to join our Southeast Saskatchewan field team. Working closely with the E&I Lead, Operations, Maintenance, and…
Added 29 mins ago
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Added 29 mins ago
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Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline…
Added 29 mins ago
Marketing Operations Analyst
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Canada
Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline…
Added 29 mins ago
Business Development Representative - Future Consideration
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Kitchener, ON
Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline…
Added 29 mins ago
Project Safety Manager
Turner Construction
Toronto, ON
…construction project within business unit’s geographic area. Lead training of safe work practices to educate and inform and guide project teams on management of environmental and hazardous…
Added 29 mins ago
TC
Health & Safety Manager
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Terrace, BC
- Full-time
Lead Trinity Consultants Canada's health and safety function, setting strategic direction, priorities and objectives aligned with business strategy, operational needs and regulatory…
Added 29 mins ago
SE
Sr Operations Advisor
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Calgary, AB
- Full-time
Support the Integrated Team Lead with timely, accurate updates on schedules, resource forecasts, risks, mitigations, and quality concerns for assigned scopes
Added 29 mins ago
M
Senior IT Procurement Specialist
Medavie
Moncton, NB · NB · NL · NS · ON · PE · MBC NB Head Office Moncton
- Full-time
As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences…
Added 29 mins ago
IH
Marketing Manager
Inspired HR Ltd
Calgary, AB
- Part-time
We create inspired workplaces and we’re looking for our next great team member!
Added 29 mins ago
PL
Project Manager - PL#72904
Peter Lucas
Prince George, BC
- $110,000 to $130,000 CAD / year
- Full-time
Peter Lucas Project Management invests in people and community to provide gold standard project delivery. We are currently looking for a Project Manager to join our team.

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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