Managed Service Director

Title: Managed Services Director
Location: Ontario or Atlantic Canada (NB, NS, PEI, NL)
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 acrossBulletproof’sfull 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 organizationalobjectives, 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
Supportoperational strategy, service delivery vision, and performanceobjectivesforBulletproof’sManagedITServices.
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 toidentifyimprovement 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 Financeteams.
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 skillsetsscaleeffectively 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,maintainingcontinuity for clients.
Qualifications:Required Experience & Background
10+ years in ITOperations, Managed Services, or Service Delivery leadership roles.
Proven experience leading Service Desk, Infrastructure, or NOC/TOC teams in a multi-client environment.
Strongexpertisein ITIL-based service management;
ITIL certificationstronglypreferred.
Demonstrated ability to manage high-impact incidents, escalations, and operational crises.
Experience with operational budgeting, cost management, and resource planning.
Track recordof delivering measurable improvements in operational performance and customer satisfaction.
Leadership & Management Skills
Exceptional leadership, team-building, and coaching abilities.
Strong communicationand 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,andSOC 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 BulletproofAt 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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