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Added 4 mins ago
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Managing Director
Groom & Associés / Associates
Montreal, QC
- Full-time
The ideal candidate is a growth-oriented country leader with a strong commercial mindset and a proven record of delivering profitable results in a channel-driven, business-to-business…
Added 4 mins ago
ES
Security Guard - Niagara Falls, Ontario
Equans Services Canada & US
Niagara Falls, ON
- Full-time
Bouygues Energies and Services Canada is now part of the Equans group, a world leader in the energy and services industry. The Group operates in 20 countries, with 90,000 employees working…
Added 4 mins ago
CR
Manager HCM Applications Support
Chartwell Retirement Residences
Mississauga, ON
- Full-time
a strong operational leader focused on service stability, responsiveness, and issue resolution
Added 4 mins ago
MH
Professional Engineer (Electrical Engineer)
Manitoba Hydro
Winnipeg, MB
- Full-time
Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers! We are a leader among energy companies in North America, recognized for providing highly reliable service and…
Added 4 mins ago
ES
Building Operator - Toronto
Equans Services Canada & US
Toronto, ON
- Full-time
Reporting directly to the Maintenance Manager, the Building Operator is a key member of the Facilities Management team responsible for ensuring the continuous, safe, and efficient operation…
Added 4 mins ago
SP
Associate Financial Advisor
SafeBridge Private Wealth
Toronto, ON
- Full-time
…help manage and coordinate both the existing administrative team and future team expansion. This position is built for someone looking to grow into a Senior Advisor role while learning…
Added 4 mins ago
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Manager, Global Practice and Delivery (Solutions & Services)
Acceldata
Kitchener, ON
- Full-time
We're looking for a Manager, Global Practice and Delivery to build, lead, and scale a global team of Solutions Consultants and Forward-Deployed Engineers responsible for enterprise…
Added 4 mins ago
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Director of Product & Strategy, CXM Flex
Quadient
Toronto, ON
- $221,600 to $332,400 CAD / year
- Full-time
This is a high‑impact role at the intersection of mature platform stewardship and modernization. This leader will lead a small, focused Product Management team, partner closely with R&D,…
Added 4 mins ago
RH
Inside Sales Representative
Robert Half
Delta, BC
- Full-time
Our client, a recognized leader in the industrial distribution sector, is seeking an experienced Inside Sales Representative to join their Delta, BC branch.
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Senior Drafter
Tentnology
Langley (District), BC · Langley, BC
- Full-time
Company Description Tentnology® is a global leader in event tents and industrial fabric structures, committed to being the best manufacturer in the industry. Founded in 1972, the company…
Added 4 mins ago
SC
Senior Manager – Environmental Design and Approvals
SYSTRA Canada
Toronto, ON
- Full-time
SYSTRA Canada is part of the SYSTRA group, an international consulting and engineering group, a world leader in the design of transport infrastructures. SYSTRA Canada is an engineering and…
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FC
Contract Manager
FCC Construcción
Toronto, ON
- Contract
…activities cover all areas of engineering and construction. It is a leader in the execution of transport infrastructure, as well as in residential and non- residential construction. FCC…
Added 4 mins ago
OE
Ophthalmic Technician
Orbit Eye Centre
Calgary, AB
- Full-time
You don’t necessarily need a leadership title to be a leader. You are someone others enjoy working with, who is willing to help and who contributes positively to the team.
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Global Mining Practice Business Development Leader
HDR
Burlington, ON
- Full-time
…to solve complex challenges across the mine life cycle. As a leader in our Global Mining Practice, you’ll have access to a broad network of technical professionals, client relationships and…
Added 4 mins ago
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Global Mining Practice Business Development Leader
HDR
Toronto, ON
- Full-time
…to solve complex challenges across the mine life cycle. As a leader in our Global Mining Practice, you’ll have access to a broad network of technical professionals, client relationships and…
Added 4 mins ago
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Client Operations Specialist
Leads.io
Toronto, ON
- $50,000 to $57,500 CAD / year
- Full-time
Aligning client request to internal team as well as providing answers to both sides that are important to run a successful campaign
Added 4 mins ago
ES
Facility Manager - Toronto
Equans Services Canada & US
Toronto, ON
- Full-time
The Equans group is a world leader in the energy and services industry. The Group operates in 20 countries, with 90,000 employees working on 5 continents. Equans is a Bouygues group company.
Added 4 mins ago
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Operations Manager
BGIS
Toronto, ON
- Full-time
▪ Act as an on-going innovator and thought leader for all aspects of services delivery as well as an innovation catalyst for the team
Added 4 mins ago
ES
Mobilization & P3 Strategy Manager - Toronto
Equans Services Canada & US
Toronto, ON
- Full-time
The Equans group is a world leader in the energy and services industry. The Group operates in 20 countries, with 90,000 employees working on 5 continents. Equans is a Bouygues group company.
Added 4 mins ago
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Team Lead, Service Operations
Aggreko
Toronto, ON
- Full-time
Bring your energy to Aggreko as Team Lead, Service Operations based in Toronto, ON.
Added 4 mins ago
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Senior Mechanical Building Systems Engineer / Technical Lead
I8IS - Infiniti Software Solutions
Montreal, QC
- Full-time
Summary: Working closely with the Engineering Director, you will provide technical support to the mechanical design team for projects in the institutional, commercial, and industrial…
Added 4 mins ago
S
Machinist - Weekend Night Shift
Safran
Mirabel, QC
- Full-time
Safran Landing Systems is a subsidiary of Safran Landing Systems, a global leader in landing and braking systems for aircraft. The Mirabel plant is dedicated to the manufacturing of major…
Added 4 mins ago
ES
Building Operator (Night shift) - Richmond Hill, ON
Equans Services Canada & US
Toronto, ON
- Full-time
Reporting directly to the Maintenance Manager, the Building Operator is a key member of the Facilities Management team responsible for ensuring the continuous, safe, and efficient operation…
Added 4 mins ago
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Principal Platform Product Manager - Billing & Authentication
Jobgether
Canada
- $148,782 to $185,977 USD / year
- Full-time
We are looking for an experienced platform product leader to shape the core services that power a growing SaaS product ecosystem, with an initial focus on billing and authentication. You…
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District Manager - Industrial & Vacuum Services
GFL - Sewer Technologies Division
Surrey, BC
- Full-time
…operations, including vacuum fleet dispatch, equipment utilization, technical cleaning projects, and field personnel management. Serving as a hands-on operational leader, the District…

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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