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Added 12 mins ago
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Business Development Representative (Engineering) - Toronto, ON
Victaulic
Brampton, ON · Toronto, ON · Ontario - Toronto
- Full-time
This is an opportunity to make a significant impact by leveraging your technical background and established network in the Toronto engineering community, promoting innovative solutions to…
Added 12 mins ago
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Business Development Representative (Engineering) - Vancouver, BC
Victaulic
Surrey, BC · British Columbia
- Full-time
This is an opportunity to make a significant impact by leveraging your technical background and established network in the Vancouver engineering community, promoting innovative solutions to…
Added 12 mins ago
Heavy Duty Mechanic / Truck Trailer Technician Apprentice ( 1st - 4th year)
Velocity Vehicle Group
Edmonton, AB
Velocity Truck Centres Canada provides full-service support, including sales, maintenance, parts, collision repair, and financing. Representing top brands like Freightliner, Western Star,…
Added 12 mins ago
Product Security Lead
SMART Technologies
Calgary, AB
As a trusted advisor to technical and business stakeholders, the Product Security Lead helps shape product security strategy, guide risk-based decision-making, support regulatory readiness,…
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Advertising Sales Rep Senior Analyst - Direct Partner Manager
Accenture
Mississauga, ON
- Full-time
Within Operations, we are growing our Digital Inside Sales (DIS) team. Our groundbreaking approach to sales brings clients the right combination of trusted technical sellers and innovative…
Added 12 mins ago
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Product Support Technician (Maple Ridge BC)
Orica
Maple Ridge, BC
- Full-time
About The Role – Product Support Technician (Maple Ridge BC)
Added 12 mins ago
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Communications Specialist
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $55 to $60 CAD / hour
- Contract
…unit. The contractor will provide content and communications support for the CISO, including writing memos, committee updates, and board updates, while working closely with internal…
Added 27 mins ago
Director of Sales
Hilton Food Group Plc
Brantford, ON
…value creation through range and tail management and 3rd party…
Added 27 mins ago
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Security Platform Engineer - EDR, Proxy
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Toronto, ON · Sun Life Toronto One York
- Full-time
When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in…
Added 27 mins ago
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Account Manager - Industrial Service Sales
CIMCO Refrigeration
Brandon, MB · Winnipeg, MB
- Full-time
Proficiency or willingness to learn Word, Excel, and other software as needed to support the sales process.
Added 42 mins ago
Spray Equipment Repair
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Cambridge, ON
Support the sales efforts at a Sherwin-Williams paint store, servicing wholesale and retail customers.
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Senior Financial Advisor- Port Union Road & Fanfare Avenue
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Toronto, ON · West Hill, ON
Developing, retaining and growing the branch business by delivering against individual and team sales goals that support a positive customer experience
Added 42 mins ago
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Delivery Driver
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South Glengarry, ON
- $22 CAD / hour
- Full-time
Culligan offers a full line of water treatment products for every problem. We provide the dependable service and technical expertise that has made Culligan the water solution choice for…
Added 42 mins ago
BC
Principal Engineer – Underground Mining
BBA Consultants
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- Full-time
At BBA, our reputation is built on technical expertise, a strong culture of commitment and long-term, trust-based relationships with our clients and partners. We offer flexibility,…
Added 42 mins ago
BC
Principal Engineer – Underground Mining
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Rouyn-Noranda, QC
- Full-time
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Sales Associate
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Montreal, QC
- Full-time
Stay informed of new products and their technical applications
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Collaborate with Field Sales, Customer Service, Technical Support, and Contract Administration teams to resolve customer issues.
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Customer Evolution Manager, SAP AMS
Talan
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- $140,000 to $200,000 CAD / year
- Full-time
Support renewals, satisfaction, and retention by maintaining visibility into contract terms, scope evolution, and consumption, then preparing the evidence and action plans required with…
Added 57 mins ago
Director of Supply Chain Operations
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Winnipeg, MB
Develop and implement supply chain strategies to optimize efficiency, reduce costs, and support business growth.
Added 57 mins ago
JA
Spécialiste de l’appel d’offres - Services haute tension / Quotation Tender Specialist - High Voltage Services
JR Automation
Calgary, AB
- Full-time
…Manager, you'll lead and complete RFQs for Switchgear after sales service requests including spare parts/ field service/ projects, support customers with technical queries on quotes, and…
Added 57 mins ago
JA
Spécialiste de l’appel d’offres - Services haute tension / Quotation Tender Specialist - High Voltage Services
JR Automation
Stoney Creek, NB
- Full-time
…Manager, you'll lead and complete RFQs for Switchgear after sales service requests including spare parts/ field service/ projects, support customers with technical queries on quotes, and…
Added 57 mins ago
JA
Spécialiste de l’appel d’offres - Services haute tension / Quotation Tender Specialist - High Voltage Services
JR Automation
Winnipeg, MB
- Full-time
…Manager, you'll lead and complete RFQs for Switchgear after sales service requests including spare parts/ field service/ projects, support customers with technical queries on quotes, and…
Added 57 mins ago
JA
Spécialiste de l’appel d’offres - Services haute tension / Quotation Tender Specialist - High Voltage Services
JR Automation
Kelowna, BC
- Full-time
…Manager, you'll lead and complete RFQs for Switchgear after sales service requests including spare parts/ field service/ projects, support customers with technical queries on quotes, and…
Added 57 mins ago
JA
Business Development Manager – Substation Services & Lifecycle Solutions
JR Automation
BC · British Columbia, Canada
- Full-time
Support forecasting, pipeline management, and sales reporting through Salesforce or CRM tools.

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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