Managed It Service Delivery Director

Direct reliable Managed IT service delivery at Bulletproof, using ITIL governance and operational data to strengthen customer experience. This flexible role serves Ontario and Atlantic Canada, with office attendance required when commuting distance applies.The Director of Managed Services leads service delivery across 24/7/365 Service Desk, Managed Infrastructure, and NOC/TOC teams. The mandate combines strategic planning, operational visibility, continuous improvement, financial management, and resilience. Success requires translating performance insights into action while maintaining client expectations, industry practices, and organizational objectives.Key Responsibilities:
Monitor infrastructure performance, ticket queues, events, and major incidentsLead Change Advisory Board, incident reviews, and service quality councilsAnalyze KPI trends, operational data, and client feedbackSupport budgeting, capacity planning, pricing, and profitability analysisEnsure service continuity during major disruptions and operational growthRequirements:
10+ years leading IT Operations, Managed Services, or Service DeliveryTrack record improving operational performance and customer satisfaction measurablyDemonstrated high-impact incident, escalation, and crisis management experienceExceptional communication, coaching, executive presence, and collaboration abilitiesKnowledge of ITIL, ISO, NIST, SOC 2, and quality frameworksApply your service delivery leadership, analytical judgment, and ITIL governance expertise to Bulletproof’s multi-client operations.
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